Can't access my email

Hello @Erica Hedlund

Regarding the issue with your business email under your custom domain, which is currently not receiving incoming emails, I understand this is urgent as it impacts your workday, and I want to provide the information I can to help you.

To make sure we are on the same page, I would like to review your case as follows:

• Your email address was set up using Outlook on the web (Microsoft 365 business)
• You are able to sign in, but no new emails are arriving
• You are currently logged into Microsoft using your business domain, but unable to get answers to your support questions
• This email address is critical for daily work operations

To help us pinpoint the exact cause, could you please clarify the following:

1/ Are you able to send emails successfully, or is the issue strictly related to receiving emails?

2/ Have you tried sending test emails from outside the organization and from another email within the same organization?

3/ Did you receive any specific Non‑Delivery Report (NDR) or error code when you first noticed the issue?

4/ When was the last time the domain settings were updated (for example, within the last 1–2 hours, or more than 24 hours ago)?

5/ As you mentioned that you are unable to get support for your questions, may I confirm whether you have raised this issue through the Microsoft Admin Center?

6/ Have you tried logging into this email account using Private / Incognito mode?

You can open an Incognito or InPrivate window in your browser and go to https://outlook.office.com.

You can also prefer this Microsoft articles:

I can't send or receive messages in Outlook - Microsoft Support

If you still need my assistance, please come back with screenshots or any additional details so I can review it again and see if there’s anything more I can help you with.

Have a nice day!

If you have extra questions about this answer, please click "Comment". 

Note: Please follow the steps in "our documentation" to enable e-mail notifications if you want to receive the related email notification for this thread. 

For a work email on Outlook on the web that suddenly stops receiving mail and where sign-in/help is also a problem, use these steps:

1. Check domain health in Microsoft 365
   • Sign in to the Microsoft 365 admin center with an admin account.
   • Go to Setup > Domains.
   • In the Status column for the custom domain, look for any warnings or errors.
   • Select the three dots (More actions) next to the domain and choose Check health.
   • Follow the guidance in the pane to fix DNS or domain issues that may be preventing mail delivery.
2. Use built-in support from the admin center
   • In the Microsoft 365 admin center, at the bottom right select Help & Support.
   • In the Support Assistant pane, enter a short description such as “Not receiving email on work account; domain added but no mail.”
   • Review the suggested fixes; if the issue persists, select Contact support to open a support case so Microsoft can contact the organization.
3. If Outlook profile or connection is broken (desktop Outlook)
   • If Outlook for business shows profile or connection errors, go to the automated troubleshooter page and sign in with the Office 365 Business account as described in the article “Fix Outlook account problems in Office 365 for business.” This can repair profile, license, or connection issues that stop mail from flowing.
4. If sign-in to Outlook.com or Microsoft account is the issue (personal accounts)
   • For personal Microsoft accounts (Outlook.com, Hotmail, etc.), use Outlook.com’s in-product help: click Help in the Outlook.com menu bar, search the issue, then scroll to Still need help? and choose Yes to contact support.
   • If sign-in is not possible, use the special sign-in help link provided in the Outlook.com support articles.
5. If the mailbox itself is disabled in Exchange Online
   • If Outlook on the web shows 404/StartupData-type errors or the mailbox won’t load, the mailbox may be disabled while the Entra ID account is still active.
   • In that case, a tenant administrator must:
     • Check whether the mailbox is disabled.
     • Re-enable the mailbox in Exchange Online.
   • After re-enabling, sign in again to Outlook on the web and test mail flow.

If not an admin, contact the organization’s Microsoft 365 administrator immediately and ask them to:

• Check domain health and DNS in Setup > Domains.
• Verify the mailbox is enabled in Exchange Online.
• Open a support case via Help & Support in the admin center so Microsoft support can call or email back.

References:

• Find and fix issues after adding your domain or DNS records
• Fix Outlook account problems in Office 365 for business
• Email is missing from your Outlook.com inbox
• Premium features in Outlook.com have changed
• Server settings you'll need from your email provider
• Settings for IMAP4 access to Microsoft personal email accounts
• Outlook is using a temporary email and I cannot receive emails - Microsoft Q&A
• Not able to have access to my email ! - Microsoft Q&A
• MSN email issues - Microsoft Q&A
• Microsoft authenticator sending me into a spiral - Microsoft Q&A
• Stopped receiving emails on my account. - Microsoft Q&A
• Services Hub sign in FAQs