cannot get outlook support neither web nor mobile app

Question

cannot get outlook support neither web nor mobile app

pleasefix2026 60

EDIT 2 on 23:54 CET 26 February 2026

Alexandr S from another question already gave me a working answer:

104.1K Reputation points • Independent Advisor

Feb 24, 2026, 7:44 PM

Hello, pleasefix2026. Log in to your MS account on the page https://support.microsoft.com/en-US/home/contact?SourceApp=smc2&ContactUsExperienceEntryPointAssetId=www.microsoft.com In the search bar, type (without quotes) "agent support" and press Enter or click on Get Help. Ignore the search results, and click on the "Contact Support" button at the bottom. On the next page, select "Other Products" and "Billing and Account Profile questions" from the drop-down lists, and then click on "Confirm". Next, select the chat "Chat with a support agent in your web browser" and on the next page, enter (if requested) your (the one that works) email address and click on "Confirm". A chat window will open in a new tab. Wait for the operator to respond.

The above sequence allows me to open a Live Agent Chat.

One limitation is that that department is limited to basic help, and appears unable (not permitted) to escalate more technical issues, such as mail servers blocking and delaying mail before they arrive at the outlook mail server. The last Live Agent was able to remind me how to add domains and email addresses to Safe Senders, but the issue is deeper than that.

EDIT to update:

I found how to get to my support request (from memory): https://support.microsoft.com/ then click Microsoft 365 then select User (not business) - that gets me to my support requests.

And how to get Live Agent Chat: I had saved a URL to the Live Chat widget, so I browsed to that URL. The site told me it was closed, but it did include a Contact Support button that worked (ussually it fails).

Old question (still requiring a better answer):

I can no longer find my outlook support requests. Today I opened three (because they kept marking them resolved when it wasn't),

and was able to look at the status but after following the last live agent via the Outlook app, I can no longer find anything. I've retried four times, each time the live agents tell me the same non-working steps.

Example live agent answer:

I'm glad to refer you to our Outlook Webmail In-App Support team to help you fix the issue with not receiving emails on your Outlook Webmail. I hope that I was able to provide enough support in fixing your issue and you will be able to get the resolution as soon as possible.

If you need help with the Outlook.com service, we have dedicated help to assist you. To get support directly on the web app:

Go to Contact Outlook Webmail In-App Support Team
Click on the ? icon on the top right of the screen.
Type in what you need assistance with on the help box displayed on pop up panel and click Submit.
If a solution is not presented please scroll down the side panel and use the Email us option.

Thank you for contacting Microsoft Support.

-- end of that support answer.

Problem is step 1 fails by only going to outlook.com

step 2 fails by not having any ? icon visible.

I keep telling the live agents this but they keep repeating the same non-working answer.

I tell them I'm using Firefox on Ubuntu. I also tell them I also tried the Outlook app on Android 12, all with the same non-working results.

I also tried Microsoft Edge on Android 12 - again no way to get support.

Answer accepted by question author

1 additional answer

Your answer

Answer 1

Kal-D 4,700 Microsoft External Staff Moderator

Hi pleasefix2026,

Welcome to Microsoft Q&A.

Thank you for your patience and for the detailed troubleshooting you've already done. It's frustrating when the usual support channels aren't accessible.

The ? icon is not always visible in Outlook on the web or Outlook for Windows (New/Classic) because the Help option is located within the Help button, not as a standalone button on the main screen.

User's image

To find the Help button in Outlook for Android:

Open the Outlook app and tap your profile picture in the bottom left corner
In the menu that opens, you'll see a ? icon positioned near the Settings (gear) icon
Tap that ? icon, then choose Contact Outlook mobile Support from the options

Please let me know if this proves useful to you, or if you would like further assistance.

I'm looking forward to your reply.

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

Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.

pleasefix2026 60 Reputation points

2026-02-26T23:13:21.2266667+00:00

Kal-D thank you for that better answer to how to get to Help. It is indeed under the Help menu button In the "File Home View Help" bar. None of the agents apparently told me this, only to look for a "?" at top right.

It only gets to the simple level of outlook help (tier 1?), and doesn't help the deeper current issue. I may accept the answer (and tidy my question) and then open a more specific question, because even after seven Live Agent sessions, I am still unable to get to this mythical "Outlook Webmail In-App Support team".
Kal-D 4,700 Reputation points Microsoft External Staff Moderator

2026-03-02T15:34:21.5+00:00
Hi pleasefix2026,

Since you've already gone through seven Live Agent sessions without resolution, and the in-app Help isn't getting you to the right tier of support, here's what I'd recommend instead:

Open a new, focused thread describing:

Your specific Outlook account issue (the "deeper current issue" you mentioned)

What platform/version you're using (Android 12, web, desktop, etc.)

What the Live Agents have tried so far

Any error messages or symptoms

Tag it clearly with the specific problem (e.g., sync issues, login problems, missing emails) so the right experts can assist.

Thank you for your patience, and sorry the support experience hasn't been smooth so far.
pleasefix2026 60 Reputation points

2026-03-02T23:02:51.78+00:00

Thanks Kal-D, I'll likely create a better thread in a few days, if I see any more blocked/delayed emails. Meanwhile I've accepted your first answer as at least the best for the basic question "how to get live agent chat" and "how to see previous requests", even if the mobile part step is probably irrelevant.
Kal-D 4,700 Reputation points Microsoft External Staff Moderator

2026-03-03T21:53:36.2633333+00:00

Hi pleasefix2026,

Glad to hear that my answer was helpful.

Thanks for sharing the additional context, and feel free to come back if you’d like a second look or have any follow‑up questions.

Best regards.

Answer 2

It seems that you're experiencing difficulties accessing Outlook support through both the web and mobile apps, and the steps provided by the live agents are not resolving your issue. Here are a few suggestions that may help you navigate this situation:

Check for Updates: Ensure that your Outlook app on Android is updated to the latest version. Sometimes, issues can arise from using outdated software.
Clear Cache and Cookies: If you're using Firefox or any browser, try clearing the cache and cookies. This can sometimes resolve issues with web applications not functioning correctly.
Try a Different Browser: Since you're using Firefox on Ubuntu, you might want to try accessing Outlook using a different browser, such as Chrome or Edge, to see if the issue persists.
Accessing Support: If the ? icon is not visible, you might want to try accessing the support through the Microsoft 365 Admin Center if you have admin access. This could provide additional support options.
Contact Support Again: If the live agents continue to provide the same non-working steps, consider escalating the issue by asking to speak to a supervisor or a different support team that may have more experience with your specific issue.
Community Forums: You can also check community forums or the Microsoft Q&A site for similar issues. Sometimes, other users may have found solutions that could work for you.

If these suggestions do not resolve your issue, it may be beneficial to document your attempts and share this information with the support team for further assistance.

References:

pleasefix2026 60 Reputation points

2026-02-24T17:38:47.9433333+00:00

CHECKED UP TO DATE: Check for Updates: Ensure that your Outlook app on Android is updated to the latest version. Sometimes, issues can arise from using outdated software.

TRIED, no effect. Clear Cache and Cookies: If you're using Firefox or any browser, try clearing the cache and cookies. This can sometimes resolve issues with web applications not functioning correctly.

TRIED MICROSFT EDGE, no change. Try a Different Browser: Since you're using Firefox on Ubuntu, you might want to try accessing Outlook using a different browser, such as Chrome or Edge, to see if the issue persists.

TRIED, but I have no admin access. Accessing Support: If the ? icon is not visible, you might want to try accessing the support through the Microsoft 365 Admin Center if you have admin access. This could provide additional support options.

HOW? Contact Support Again: If the live agents continue to provide the same non-working steps, consider escalating the issue by asking to speak to a supervisor or a different support team that may have more experience with your specific issue.

Trying right now with this post: Community Forums: You can also check community forums or the Microsoft Q&A site for similar issues. Sometimes, other users may have found solutions that could work for you.
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cannot get outlook support neither web nor mobile app

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