Where is the live chat?

Please note that this is a user-to-user community. As moderators, I have limited access to internal development details. My role is to direct users to the appropriate support channels and resources. While I cannot provide backend analysis, I will do my best to assist you within my responsibilities.   

Hi Carol Lau

Please reply with only these details:

• Do the missing emails appear in Outlook.com/webmail?
• Is the affected account Outlook.com, Hotmail, Live, Gmail, Yahoo, iCloud, or another provider?
• Did Repair, Reset, or reinstalling New Outlook change anything?

If you need to contact a live chat agent:

• Visit Contact - Microsoft Support (Only chat support is available for personal account)
• Type a brief description of your issue in the search box   
• Scroll down to the bottom > select Sign in to contact support   
• Log in to your personal Microsoft account.    
• Under Products & Services, select "Other Products"; Under Categories, select a suitable Category.  
• Click "Chat with a support agent in your web browser" (during business hours)

For the missing new messages, please try the steps below:

1) First, check whether the missing emails appear in webmail. 

If this is an Outlook.com, Hotmail, or Live account, sign in at Outlook.com Mail.

• If the messages appear in webmail but not in New Outlook, the mailbox is receiving mail, and the issue is likely related to New Outlook sync or local app cache.
• If the messages are also missing in webmail, the issue may be account-side or mail delivery-related.

2) Manually sync New Outlook. 

In New Outlook, select View > Sync to manually check for new mail.

3) Check that the Inbox is not filtered.  In the message list:

• Make sure the filter is set to All.
• Check both Focused and Other.
• Sort by Date, with the newest messages at the top.

4) Restart New Outlook completely. 

Right-click Start > Task Manager, select Microsoft Outlook, then select End task. Reopen New Outlook and check again.

5) Repair or reset the New Outlook app. 

Go to Windows Settings > Apps > Installed apps > Outlook (new) > Advanced options > Repair. If Repair does not help, use Reset from the same screen. After resetting, you may need to add the account again.

6) Remove and add the affected account again in New Outlook. 

Go to Settings > Accounts > Your accounts, remove the affected account, restart New Outlook, then add the account again. This forces New Outlook to rebuild the local account connection.

7) If the issue started after installing New Outlook and still continues, uninstall and reinstall New Outlook. 

From the Start menu, find new Outlook for Windows, expand the app options, select Uninstall, then reinstall it from the Microsoft Store.

8) Use webmail or classic Outlook as a temporary workaround. 

While New Outlook is being repaired, you can continue checking mail through Outlook.com Mail. If classic Outlook is available on the PC, you can also switch back and use it while testing New Outlook.

Please tell me how it goes. If the problem persists, please don’t hesitate to reply to this thread and I will be happy to help. Have a lovely day!  

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