outlook quit receiving emails after renewal of 365

Hi @Dan Anderson

Since this is a peer-to-peer user forum, we cannot provide live support here.

-If you have an active Microsoft 365 subscription and hold the Global Admin role, you can submit a support request directly through the Microsoft 365 admin center. After you submit the request, a Microsoft Support agent will call you back. You can read more at: Get support - Microsoft 365 admin | Microsoft Learn   

-If you’re using a personal account, you can chat with a live agent by following these steps: Go to Microsoft Contact Us > Type "Support" and click Get Help > Click Sign in to contact Support at the bottom of the page. > Under products and Services, select Microsoft 365 and Office Option > Under category, select technical Support > Chat with a support agent in your web browser.  

You may also continue troubleshooting here in the forum. To help narrow down the issue, please provide the following details:

-Can you sign in to Outlook on the web and confirm whether emails are arriving there? 

-Which version of Outlook are you using (Classic Outlook or New Outlook)? 

-Have you checked if any rules are redirecting incoming emails to other folders? 

Please know that while our initial response might not resolve the issue right away, your input is incredibly valuable. With a bit more detail, we’ll work together to find the best solution for you.      

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. 

Try the following checks and fixes in order:

1. Confirm Microsoft 365 and Outlook status

• Make sure the subscription renewal completed and the account is still active.
• If using the new Outlook for Windows, follow the general guidance in Troubleshooting Outlook issues from the “I can't send or receive messages in Outlook” article.

2. Run Outlook/connection troubleshooters

• Go to the Classic Outlook troubleshooters page referenced in “Issues sending and receiving email” and run the appropriate troubleshooter for Outlook.
• For Microsoft 365 accounts, an admin can run the Outlook User Connectivity diagnostic described in “Fix Outlook connection problems for Microsoft 365 account” to automatically detect and fix common connection issues.

3. Check for software and profile issues

• Run Windows Update to ensure Outlook and Windows are fully updated.
• If Outlook crashes, hangs, or behaves inconsistently when checking mail, repair Office:
  1. Open Control Panel → Programs → Uninstall a program.
  2. Right‑click the Microsoft 365 installation → Change → Online Repair.
• If problems persist, create a new Outlook profile:
  1. Open Control Panel → User Accounts → Mail → Show Profiles.
  2. Select the existing profile and choose Remove (only if data is backed up or stored on the server), then Add.
  3. Enter a profile name, then add the Microsoft 365 email account and complete setup.

4. Check for rules or hidden diversions

• If only some messages are missing or going to unexpected locations, review Outlook rules to ensure no rule is diverting all new mail (for example, to RSS feeds or other folders), as highlighted in the Q&A case where a hidden rule stopped messages from appearing.

5. If still not receiving mail

• If none of the above resolves the issue, use the support path referenced in “Issues sending and receiving email” to contact Microsoft support so they can check the mailbox and service side after renewal.

References:

• Issues sending and receiving email
• I can't send or receive messages in Outlook
• Fix Outlook connection problems for Microsoft 365 account
• Outlook crashes or stops responding when used with Office 365
• Outlook doesn't connect or web services don't work after migration to Microsoft 365
• Stopped receiving emails on my account. - Microsoft Q&A