Troubleshooting Missing or Not Receiving Emails in UAlbany Mail

Problem

If you're not receiving expected emails or can't find messages in your mailbox, follow the steps below to troubleshoot the issue.

Solution

🔍 Step 1: Check Junk, Spam, and Other Folders

Sometimes emails are misrouted. Check the following folders:

• Junk Email

• Clutter (if enabled)

• Other (if using Focused Inbox)

• Deleted Items

💡 Tip: Use the browser version of Outlook - “Outlook on the web” - for the most accurate view of your mailbox: https://mail.albany.edu

🔎 Step 2: Use Search

Use the Search bar in Outlook or OWA to look for:

• Sender’s name or email address

• Subject line keywords

• Date range when the email was expected

⚙️ Step 3: Review Inbox Rules

Inbox rules may be automatically moving or deleting messages.

1. Go to Settings (⚙️) in Outlook Web.

2. Select Mail > Rules.

3. Review and disable any rules that might be affecting delivery.

📘 https://support.microsoft.com/en-us/office/manage-email-messages-by-using-rules-in-outlook-c24f5dea-9465-4df4-ad17-a50704d66c59

📥 Step 4: Check Your Mailbox Quota

If your mailbox is full, new messages won’t be delivered.

• In Outlook on the Web, go to Settings (⚙️) > Account > Storage.

🧪 Step 5: Try a Different Client or Device

Sometimes the issue is with the app or device you're using.

• Try accessing your email from another browser or device.

• Use Outlook on the Web to confirm whether the issue is client-specific.

🧾 Step 6: Confirm Sender Details

• Ask the sender to confirm the email address they used.

• Have them check for bounce-back or error messages.