365 Outlook for Mac

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365 Outlook for Mac

Eric Eshelman 0

How can I speak with a live person regarding my issue with 365 Outlook?

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4 answers

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Answer 1

John Jefferson Doyon 71,865 Independent Advisor

Thank you for the additional details. Since the messages are visible in another email app and on the server, but New Outlook shows certain folders as empty or with "0 items," this appears to be a synchronization or local cache issue within Outlook rather than a problem with your AT&T/Yahoo mailbox.

The fact that some folders eventually repopulate on their own further points to Outlook not consistently syncing all IMAP folders.

In the past, a useful troubleshooting step would have been to compare the behavior with Legacy Outlook. However, Microsoft has been disabling access to Legacy Outlook for many users as part of the transition to New Outlook, so that may no longer be available as an option.

Have you tried removing the AT&T/Yahoo account from Outlook and then adding it back? Since Outlook required you to re-enter your password several weeks ago, it is possible the local synchronization data became corrupted or incomplete.

Before doing so, please confirm whether this is the only account configured in Outlook and whether any data is stored only locally in Outlook and not on the server.

Eric Eshelman 0 Reputation points

2026-06-05T01:56:16.2066667+00:00

I have four email account configured in Outlook, I do not have the time right now to remove and reinstall. I'm in my busy season right now and will be going hard until first week of August. maybe in a couple weeks but not right now. This is why I am so frustrated because I am sending a lot of emails and referencing prior years information (messages) which take way to long to come up.

I do have another email account on outlook that has the same issue. But it is a "yahoo.com" email account, probably from the same or similar servers. But I am pretty sure it is not the servers because my wife uses Outlook 365 too with "att.net" email but she has a Windows PC and she does not have any of the same issues I have. So it seems to be a problem on the MAC port of Outlook. My Outlook is updated pretty regularly so I was hoping that this would have been fixed by now. I also have a gmail.com and Outlook.com email account on Outlook too which are virtually never used and have no incoming email (not even junk) so those can't be tested.

I have looked for an option to have all email data local and not downloaded from the server but I cannot find any such settings.

It has been a couple hours now since I clicked on the PCC folder and it is still saying Folder is Empty. I can't believe I am the ONLY person experiencing this problem.

Answer 2

John Jefferson Doyon 71,865 Independent Advisor

Thank you for the detailed explanation.

For question #1, since you can see the emails in that folder when using another email app or the Yahoo/AT&T webmail interface, it sounds like the messages still exist on the server and the issue may be with Outlook's local cache or synchronization of that specific folder.

For question #2, Outlook showing "Loading..." and "Load More Conversations" suggests it may not be keeping all messages downloaded locally and is retrieving older messages on demand.

To help narrow down the issue:

Which version of Outlook for Mac are you using? Is it the New Outlook or Legacy (Classic) Outlook?
If you right-click the affected folder and choose Properties (if available), does it show a message count?
Have you recently rebuilt your Outlook profile or re-added the AT&T/Yahoo account?
Is the account configured as IMAP?

Also, when you view the problem folder in Yahoo/AT&T webmail, approximately how many messages are in that folder, and do you see all 40–50 messages there?

Eric Eshelman 0 Reputation points

2026-06-05T00:28:58.97+00:00
I would agree 100% with your assumptions. In the meantime a couple things have happened. In the last 24 hours the original folder I had the issue with now has messages, I believe all of them. However, I have discovered a few other folders which are known to contain messages are also giving a message "Folder is Empty". Let's use a folder is named PCC as an example. I have about 350 messages in this folder, I can see all of them on the alternate email app. However Outlook says "Folder is Empty".

I am using New Outlook. I have never had any of these issue when using the Legacy version. Version 16.109.3 is running now.

Right clicking on the folder does not bring up a "Properties" option but at the top it does say "0 items".

The only thing I recall is several weeks ago email stopped working and it made me reenter my password. But I am pretty sure I was experiencing this prior to that.

Yes, this is IMAP and except for this issues discussed here, messages are syncing with my other devices.

I would VERY much like to have all my messages downloaded locally and not on demand. Your assistance is appreciated.

Eric

Answer 3

John Jefferson Doyon 71,865 Independent Advisor

Hi, I'm John! I will help you with this.

Can you tell me what issue you're experiencing with Outlook for Mac? What happens when you try to use it?

If you're seeing an error message, please share the exact wording or a screenshot if possible. That will help narrow down the cause.

Eric Eshelman 0 Reputation points

2026-06-04T22:18:41.91+00:00

Hi John,

My question is really two questions with #1 being the most critical.

#1. I am using Outlook (application, not through a browser) but my email server is att.net (operated by Yahoo). One (and only one) of my second level email folders contains about 40-50 saved emails that date back about two years. When I click on that folder it says that the "Folder is Empty" and no messages appear. But when I use a different email UI I can see all of the emails in that folder. Outlook is my primary email UI and I need to be able to see and reference all the emails in my folders. This one is important as it is the primary folder for a volunteer role managing a large group of volunteers. Why is this not showing my messages when the other folders all work?

#2. This problem relates to ALL of my folders in the same email account. I probably have 150+ folders and sub-folders. I find that if I have not used a folder for severe days (maybe weeks) the messages are not showing up in my folder. I get a message that says 'loading.... this may take a few minutes". Or if messages do appear, I only see ones from the past few months. A red message appears below those that says "Load More Conversations". When I click on it it does bring back a set of messages (but I have to wait a while) and often I have to do this multiple times to get to the email I am looking for.

I have plenty of space on my MAC and there's no reason why I can't have ALL of my emails (that are on the server) locally so I do not have to go through this process. Can you please tell me how I can have all of my email local so I do not have to wait anymore. Thank you very much.

Eric Eshelman

630-518-1627 (a call would be appreciated).
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Answer 4

To speak with a live person about an issue with Microsoft 365 Outlook for Mac, use one of these options:

Contact support from within Outlook for Mac (if available)
1. Open Outlook for Mac.
2. On the menu bar, select Help > Contact Support.
3. Select Continue to allow Outlook to collect logs.
4. Enter name, email, and a description of the issue, then select Start Conversation to chat with a support agent.
If Contact Support is missing, possible reasons include:
- Outlook for Mac version is older than 15.34.
- Connected experiences or optional diagnostic data are disabled in Outlook > Preferences > Privacy.
- Using the free version of Outlook without an assigned Microsoft 365/Office license.
- The tenant or admin has disabled Contact Support via policy.
Use Microsoft 365 for home or business support channels
- For home subscriptions:
  1. Go to the Microsoft support site and use the Get Help app or browser-based contact support experience.
  2. Follow prompts to select the product (Microsoft 365/Office) and connect to a support agent (chat or callback, where available).
- For business subscriptions (if an admin):
  1. Sign in to the Microsoft 365 admin center.
  2. Select Support > Help and support.
  3. Enter the issue and select Contact support to start a chat or request a call.
General Office support options
- Search online help or ask in the Microsoft 365 community forums.
- Use the Get Help app (on Windows) or web to reach support and request a live agent.

If the in-app Contact Support option in Outlook for Mac fails with “Failed to create customer support ticket,” ensure macOS is one of the three most recent major versions and Outlook for Mac is at least build 16.85.24051214, then try again.

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