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Outlook email not viewing from download

Robert Kennedy 0 Reputation points
2025-09-12T20:10:42.36+00:00

Outlook email is a migrated account from Telus to Google. Set up as POP account. On downloading email - email is not visible in Inbox, popup flash on download works if you see the email coming in, is still not visible in the Inbox. Actions completed and investigated with AI assistance, including reset of profile, profile reset and working for 2 weeks, not reverted to not visible from Inbox - all email is visible on the Google server. Note: cell phone email Inbox and Ipad email not affected. Have had assistance from an IT systems developer - unable to progress further - disrupting my business. Assistance appreciated!!! Operating on WIN10 MS OFFICE 2019 Business

Outlook | Windows | Classic Outlook for Windows | For business

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  1. Ian-Ng 3,190 Reputation points Microsoft External Staff Moderator
    2025-09-12T20:44:50.81+00:00

    Hi @Robert Kennedy, 

    Good day! Thank you for reaching out to Microsoft Q&A forum and sharing the details.

    Thank you for the details you've shared and for the troubleshooting steps you've already taken. Since the emails appear correctly on your mobile devices and on the Google server, but not within Outlook on Windows, it seems the issue is isolated to the Outlook desktop client. Let’s narrow things down a bit so I can guide you more precisely.

    Could you kindly confirm the following:

    • Is the email address you're using a Microsoft account (like ending in @outlook.com, @hotmail.com, or part of a Microsoft 365 business domain), or is it a migrated non-Microsoft account such as Gmail or Telus? This will help us determine whether the mailbox is hosted by Microsoft or another provider.
    • When you check the account settings in Outlook, is the account type listed as Exchange/Office 365, Outlook.com, IMAP, or POP?
    • When the download popup appears, do the new emails show up in any folder (e.g., Junk, Archive, or custom folders), or are they missing entirely?
    • Does this happen with all incoming emails, or only with specific ones — such as those from certain senders or emails that include attachments?
    • Are you able to view the same mailbox through Outlook on the web (https://outlook.office.com), or do you only access it via the Gmail/Telus webmail interface?

    Once I have your update, I’ll be able to investigate further and provide the most appropriate next steps.

    Please note that resolving issues like this may take a few iterations, and the initial response may not always lead to an immediate fix. With your help and a bit more detail, I’m confident we can work together to find the right solution.

    Thank you for your patience and collaboration throughout this troubleshooting process. I'm happy to help with any additional questions or concerns you may have. 

    If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment".  

    Note: Please follow the steps in our documentation to enable email notifications in case you would like to receive notifications about this thread.

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