Outlook: Email Not Appearing in Inbox

Issue:
An email message is not delivered to your inbox or is instead routed to folders like Junk Email, Quarantine, or another folder unexpectedly.

There are several common reasons this may happen. Review the sections below to identify and resolve the issue.

1. Junk Email and Allow/Block Sender Lists
2. Quarantine
3. Rules
4. Focused Inbox

1. Junk Email and Allow/Block Sender Lists

Outlook’s Junk Email filter screens messages that aren’t blocked by quarantine. Based on sender history and spam likelihood, messages are routed to the Inbox or Junk Email folder.

• Messages from allowed senders go directly to your Inbox.

• Messages from blocked senders may go to quarantine.

• You can manage your Safe Senders and Blocked Senders lists in Outlook.

👉 Click here for Safe Sender/Block setup instructions

Note:
If you were part of the 2016 migration from Zimbra to Outlook, you may still see a folder named "Junk". This is different from the current "Junk Email" folder used by Outlook.
📌 We recommend deleting the old Junk folder — new messages will not be delivered there.

2. Quarantine

Some emails are filtered before reaching your inbox by Microsoft’s Quarantine Server. This happens when:

• The message scores high on Microsoft’s spam scale.

• The sender is on your blocked list.

 Important: Quarantine is largely managed by Microsoft and is outside of local admin control.

Common causes:

• Emails from systems frequently marked as spam (e.g., newsletters, bulk mail).

• Other users reporting the sender as spam.

👉 Learn more about quarantine behavior

3. Rules

Rules automatically manage messages based on criteria you set. They can move, delete, or flag emails as they arrive.

• Rules are sometimes created unintentionally (e.g., by right-clicking a message).

• Check your Outlook Rules to ensure no rule is misrouting messages.

👉 Microsoft Support: Managing Rules

4. Focused Inbox

Outlook’s Focused Inbox separates emails into two tabs:

• Focused – for important messages

• Other – for everything else

While useful for organization, it can cause you to overlook key messages (like Canvas notifications).

👉 Microsoft support on Focused Inbox

To Disable Focused Inbox

Outlook Desktop App

• Go to the View tab

• Click Show Focused Inbox to turn it off

Outlook Web App

• Click the gear icon (top-right)

• Toggle Focused Inbox off

Outlook Mobile App

• Tap the Office 365 icon (top-left)
  

• Tap Settings (bottom-left gear icon)
  

• Scroll to Focused Inbox and disable it
  

Once disabled, all emails will appear in a single inbox view.