When an email issue stops business
Business email is one of the most important systems in a company. When Outlook is not working, when messages are not arriving, cannot be sent or an account keeps getting locked, the issue directly affects sales, support, administration and communication with clients.
The cause is not always Outlook itself. The issue may be in the Microsoft 365 account, licence, password, mailbox, internet connection, DNS settings, domain records, antivirus software, Outlook profile or a compromised account.
That is why the issue should not be solved randomly. The first step is to understand whether it affects one user, multiple employees or the whole company.
Common symptoms
- Outlook is not receiving emails
- Outlook is not sending emails
- emails are delayed or bouncing back
- messages are landing in spam
- Outlook keeps asking for the password
- a user cannot sign in
- a Microsoft 365 account is blocked
- the mailbox is full
- email is not syncing on the phone
- email works in the browser but not in Outlook
- email works for one user but not another
- an attachment cannot be sent
- a shared mailbox is not working
- automatic replies are not working
- there is a suspected hacked email account
- someone is sending emails from the company address
What you can check before calling us
Before reporting the issue, it is useful to collect basic information. This helps determine faster whether the issue is local, user-related, domain-related or connected to the Microsoft 365 service.
- whether one user or multiple employees are affected
- whether email works through webmail or a browser
- whether Outlook shows an error
- whether the user knows the password
- whether the account was recently locked or reset
- whether the mailbox has enough space
- whether the internet connection works normally
- whether email works on the phone
- whether the issue appeared after a password change
- whether DNS records were recently changed
- whether there is a suspicious email or phishing message
- whether messages bounced back with an error
We do not recommend randomly deleting Outlook profiles, changing DNS records or resetting passwords for multiple users if you are not sure what caused the issue, because that can make business communication harder to restore.
What NBG TEAM checks
Remote support or on-site visit
Most Outlook and business email issues can be resolved through remote access. This is the fastest way to check accounts, passwords, licences, Outlook profiles, Microsoft 365 settings, DNS records and mailboxes.
An on-site visit is needed when the issue includes multiple computers, the local network, internet connection, setting up new devices, scan-to-email, local applications or a situation where remote access is not possible.
Remote support most often solves:
- Outlook profile and synchronisation
- Microsoft 365 accounts
- password resets
- MFA settings
- mailboxes and licences
- shared mailboxes
- DNS and domain records
- sending and receiving issues
- suspected compromised accounts
An on-site visit is needed for:
- multiple computers with the same issue
- Outlook setup on new computers
- issues connected to the local network
- scan-to-email from printers
- devices without remote access
- users who need physical help with equipment
If the email issue keeps coming back
If Outlook often asks for a password, emails sometimes do not arrive, messages land in spam or users regularly lose account access, the issue should be solved systematically. This may include checking Microsoft 365 settings, DNS records, MFA protection, user rights, mailbox rules and password policies.
In these situations we recommend an email system review and, when needed, managed IT maintenance. This means issues are not solved from scratch every time, and it is clear who manages accounts, licences and security rules. For everyday support requests, see IT Support.
When emergency IT support is needed
If business email is not working for the whole company, if you cannot communicate with clients or if an email account may be compromised, the issue should be treated as urgent. In that situation, accounts, access, forwarding rules and security settings should be checked quickly. See emergency IT support for this type of case.
Outlook or business email not working?
Send a short description of the issue: whether Outlook cannot send or receive messages, whether one user or the whole company is affected, whether email works in a browser and whether there is a suspicious message or error.
Request email support