Forum Discussion
Mailbox automatically Pinning every new incoming email - Desktop and Mobile
I have a user that, whenever they receive a new email, that email will automatically pin to the top of their inbox.
We have tried to recreate the outlook profile
Adjust and create mail rules to not pin emails
Modify settings within webmail
Remove all flags and all disable all setting pertaining to flagging and pinning
Reset customization
reset nav panes
reinstalled office
Tested in the "new outlook"
On the mobile side, Deleted all mail profiles
Installed the outlook app instead of the ios mail app
made sure he has no specific mailbox retention or policies that would apply a setting like this
This issue has been going on for months with no sign of being fixed. pretty much nothing at all has stuck and the issue persists. I am a systems admin, so i have the ability work on this from the backend. My entire team is just at a loss with this issue.
1 Reply
hi ev2522 Since the issue is happening across Classic Outlook, New Outlook, and mobile, and you've already rebuilt profiles and reinstalled the clients, it sounds like the problem is following the mailbox rather than being specific to Outlook itself.
I'd check Outlook on the web first to see if the messages are also pinned there. If they are, that would point more toward a mailbox or server-side issue.
If the messages are only appearing at the top in certain clients, I'd also verify that they aren't being sorted or flagged in a way that makes them look pinned.
Given how much troubleshooting you've already done, I think the next step would be to open a Microsoft 365 support case and have the mailbox configuration checked from the service side. There may be something affecting the mailbox that isn't exposed through the normal Outlook settings.
At this point, I wouldn't keep rebuilding profiles or reinstalling Outlook, the fact that the behavior persists across multiple clients is the biggest clue.
