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Cannot delete an Outlook folder

Rui Torres 0 Reputation points
2026-06-04T20:00:02.73+00:00

Hello,

My Outlook account is compromised. Someone created a rule to forward all my received emails and a folder.

I've deleted the rule, reset password and log off in all equipment. But I can't rename or delete the folder, which is empty.
Have you any tip do handle it?

Outlook | Web | Outlook.com | Email
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  1. Alice-N 10,035 Reputation points Microsoft External Staff Moderator
    2026-06-05T01:34:47.5+00:00

    Hi Rui Torres

    I understand you are having a problem with an Outlook.com folder that was created after your account was compromised and now cannot be renamed or deleted. I’m happy to help. Please reply with the following details 

    • The exact folder name 
    • Where it appears (Inbox, Deleted Items, or another location) 
    • Any error message when selecting Delete 

    Meanwhile, please follow these steps:  

    Step 1: Check if the folder is a default folder 

    Some folders in Outlook.com cannot be renamed or deleted. 

    • Default folders (such as Inbox, Sent Items, Deleted Items) cannot be changed 
    • Custom folders can be renamed or deleted 

    Please confirm the exact folder name and where it appears in your folder list. 

    Step 2: Try deleting the folder 

    If it is a custom folder: 

    • Right-click the folder in Outlook.com 
    • Select Delete folder 
    • The folder should move to Deleted Items 

    Step 3: Empty Deleted Items

    • Open Deleted Items 
    • Click Empty folder 

    If the folder or contents still remain: 

    • Select Recover items deleted from this folder (top of the page) 
    • Select Empty folder again 

    Step 4: Retry deletion if there is a large amount of data 

    If Outlook.com does not remove the folder: 

    • Try deleting items in smaller batches 
    • Leave the browser open while deletion completes 
    • Refresh the page after a few minutes 

    Large deletions can take time to process. 

    Step 5: Check forwarding settings (after compromise) 

    Since your account was compromised, verify that no unwanted forwarding is still active: 

    • Go to Settings (gear icon) 
    • Select Mail > Forwarding 
    • Make sure forwarding is turned off 

    Step 6: Review account security settings

    After recovering your account, also check: 

    • Rules 
    • Connected accounts 
    • Automatic replies 

    Please tell me how it goes. If the problem persists, please don’t hesitate to reply to this thread and I will be happy to help. Have a lovely day!   

    If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment".    

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  2. AI answer

    2026-06-04T20:00:16.3166667+00:00

    For a compromised Outlook.com account where a malicious rule and folder were created and the folder cannot be deleted or renamed, use a combination of security cleanup and folder management steps.

    1. Secure the account so the attacker cannot recreate rules or folders
      • Ensure multi-factor authentication (MFA) is enabled on the account. A similar case of a malicious, self‑recreating rule stopped once MFA was put in place.
      • In Outlook on the web, recheck:
        • Settings → Mail → Rules and delete any suspicious rules.
        • Settings → Mail → Forwarding and remove any unknown forwarding addresses.
      • Use the “Sign out everywhere” option in the Microsoft account security portal to terminate all active sessions.
      • Review and revoke any suspicious app permissions in the Microsoft account security area.
    2. Try deleting the problematic folder from Outlook.com (web)
      • In Outlook.com, in the folder pane, right‑click the folder and select Delete → OK to confirm. This moves it to Deleted Items.
      • In Deleted Items, expand the folder list (select the arrow next to Deleted Items if needed), right‑click the folder again and select Delete or Delete folder to remove it.
      • If the folder reappears, repeat the delete in Outlook.com and then, before it syncs back to the desktop client, delete it from the desktop Outlook client as well. A similar stuck folder issue was resolved by deleting the folder in webmail, letting it reappear once, deleting it again in webmail, and then deleting it from Outlook before it synced back.
    3. If the folder is stuck under Deleted Items
      • In Outlook.com, open Deleted Items and use Empty folder to clear all items and subfolders.
      • If items or folders still persist, use Recover items deleted from this folder at the top of the Deleted Items view, then select Empty folder again. This can clear residual items that block deletion.
    4. If the folder still cannot be removed
      • Confirm the folder is not a default system folder (Inbox, Drafts, Sent Items, Deleted Items), as these cannot be deleted or renamed.
      • If it is a custom folder and remains undeletable after the above steps and security cleanup, contact Microsoft support for Outlook.com, as the mailbox may need backend repair.

    After these steps, continue to monitor rules, forwarding, and sign‑in activity for a period to ensure no new malicious rules or folders appear.

    References:

    AI-generated content may be incorrect. Read our transparency notes for more information.

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