Forum Discussion
New Outlook missing sended message
In new outlook (in browser and also in desktop app) is missing mail message which was sended at 11:34, 7.6.2026. I see this message only in Message Tracing in Exchange, but in outlook nothing, is missing. I tried Sync, refresh (F5), clear cache (Ctrl+F5), change viewing of messages (like a conversations, separatelly). I need the correct working of outlook. Is very bad, when sended messages is not showing. Please help with solution.
6 Replies
Since the message appears in Exchange Message Trace, it was successfully sent, so this is likely a mailbox or Outlook synchronization issue rather than a delivery problem.
A few things to check:
Verify you're viewing the correct Sent Items folder (especially if you have multiple accounts or shared mailboxes).
If Send As or Send on Behalf Of permissions are being used, check whether the sent copy is being saved in the delegate's Sent Items instead.
Open the mailbox in Outlook on the web to see if the message appears there. If it's missing everywhere except Message Trace, an Exchange admin should check mailbox auditing or retention rules to determine what happened to the item.
That usually points to a sync or client issue rather than the email not being sent, especially if Message Trace confirms delivery. Check whether the message was moved by a rule, sent from a shared mailbox or alias, or if the Sent Items folder is filtering anything. If it happens in both Outlook on the web and the desktop app, Open a Microsoft support ticket because that's not expected behavior.
The same situation is also in web Outlook, Desktop Outlook (old and new). Message is still missing. Where can I find page, where can I send officially ticket to Microsoft please?
Checked the Deleted Items folder and the Recovery folder of the Deleted Items folder already?
In case this mailbox has granted someone Send As or Send on Behalf Of permissions without setting the option to create a copy in the Owner mailbox, then the sent message will only show up in the Sent Items folder of the actual sender.
If you have this level of auditing enabled within your tenant, querying the Audit Log can also reveal what happened to the message.
Message is not finded in Deleted items folder. Its private mailbox, there is not possible to Send As Behalf.
If the audit log doesn't reveal anything either, you can open a Support Case with Microsoft via the Microsoft 365 Admin Portal in the section Support-> Help & support.
You can also open the support panel via the headset icon in the bottom right corner.
You can track you service requests here;
https://admin.cloud.microsoft/?#/support/requests
