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ev2522's avatar
ev2522
Copper Contributor
Jul 20, 2026

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. 

Account Management
Private Messaging
profile

1 Reply

  • Surya_Narayana's avatar
    Surya_Narayana
    MCT
    Jul 23, 2026

    hi ev2522​ Since you've already tried recreating the Outlook profile, reinstalling Office, testing both Classic and New Outlook, and even testing different mobile clients, it sounds like the issue may be following the mailbox rather than being specific to a particular device or Outlook installation.

    One thing I'd check is Outlook on the web. If the messages are also pinned there, that would point more toward a mailbox or service-side issue.

    I'd also confirm that the messages are actually being pinned and not simply being sorted, flagged, or categorized in a way that makes them appear at the top.

    If the behavior is consistent across Outlook desktop, web, and mobile, and you've already ruled out rules and policies, it may be worth opening a Microsoft 365 support case. There could be something being applied at the mailbox or service level that isn't exposed through the normal Outlook settings.

    Given everything you've already tried, I wouldn't spend more time rebuilding Outlook profiles. The key is to determine whether the behavior follows the mailbox itself.