Email Is Not Sending or Receiving

🔧 Email Is Not Sending or Receiving
Work through this before calling, and tell us what you tried.
✅ Before You Begin
  • You need an active NEO A&M College account with SSO access
  • An internet connection is required
  • 🕐 Estimated time: 15 minutes
💻 Which Outlook do these steps describe?
Written for Outlook on the web and New Outlook for Windows, which share the same layout. Classic Outlook for Windows is laid out differently — if your ribbon has a Send / Receive tab, you are using classic. See Classic Outlook vs. New Outlook.

🔍 First, Find Out Where the Problem Is 🕐 ~3 minutes  |  Do this first
This one check tells you and the Help Desk more than anything else.
  1. Open outlook.office.com in a browser and sign in.
  2. If mail works there, your mailbox is fine and the problem is the app or the computer.
    • You can keep working in the browser meanwhile — nothing is lost.
  3. If it fails there too, the problem is the account or the mail service, not your computer.
💡 Tip: Tell the Help Desk which of those two it was. It removes most of the guesswork and often the first round of questions.

📤 Mail Will Not Send 🕐 ~5 minutes  |  Common causes
  1. Check the Outbox. A message sitting there has not left.
    • A large attachment is the usual reason. Remove it and send a OneDrive link instead.
  2. Check you are online. In classic Outlook, look for Working Offline on the Send / Receive tab and turn it off.
  3. Read the bounce message. If you got one back, it says why in plain language — usually a wrong address or a full recipient mailbox.
  4. Check your own mailbox is not full. A full mailbox stops sending as well as receiving.
⚠️ Note: A message that will not leave the Outbox is still a draft. Nobody has received it, and no partial copy has gone out.

📥 Nothing Is Arriving 🕐 ~5 minutes  |  Common causes
  1. Check the Other tab, Junk Email, and Archive — see Find an Email You Cannot Locate.
  2. Check Settings → Mail → Rules for a rule filing or deleting the mail.
  3. Check Settings → Mail → Forwarding is not on and sending your mail elsewhere.
  4. Ask one sender to confirm the exact address they used, and whether they got a bounce.
🚨 Warning: A forwarding rule you did not create, or a rule deleting mail you did not set up, can mean somebody else has access to your account. Contact the Help Desk rather than simply removing it — we need to see it.

📞 What to Tell the Help Desk Before you call  |  ~1 minute
These five things turn a long diagnostic call into a short one.
  1. Whether it also fails at outlook.office.com.
  2. Whether it is sending, receiving, or both.
  3. When it last worked.
  4. The exact wording of any error or bounce message — a screenshot is ideal.
  5. Whether anyone else in your area has the same problem.

📞 Still Need Help?
If you encounter any issues not covered in this guide, please contact the NEO A&M College IT Help Desk:

🌐 Helpdesk Portal: support.neo.edu
📞 Phone: (918) 540-6099
📧 Email: neosupport@neo.edu
📍 Walk-in: I.T. Services, Library/Administration Building, 2nd Floor, Room 216
🕐 Hours: Monday – Friday, 8:00 AM – 5:00 PM
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