Outlook email chain cut off

Question

Outlook email chain cut off

Paul Neary 0

Been emailing somebody at work the email chain has now been cut off and I cannot see any emails before the 5th of May. I really need to see those emails as I had quotes and other information on those emails but the thread will only allow me to go down to the 5th of May and the last email you can clearly see states I’m thanking them in the previous email. I haven’t deleted anything. Nothing is in outbox or archived. It’s really frustrating if somebody could help that would be great to retrieve these emails.

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Answer 1

Jade Ng 13,245 Microsoft External Staff Moderator

Dear @Paul Neary,

I understand how frustrating this can be especially when important details like quotes are involved. I want to reassure you that in most cases, the emails are not actually deleted but may not be displaying correctly in the conversation view.

To better understand your issue and ensure I can provide the most accurate guidance, could you please help me confirm a few details below:

I noticed that the issue is tagged as “Outlook for iOS.” Could you kindly confirm whether the issue only occurs on the Outlook mobile app, or if you are experiencing the same behavior on Outlook Web or Desktop as well? If possible, please check your email via a web browser or desktop Outlook and let me know whether the older emails are visible there.
Regarding your concern: “I really need to see those emails as I had quotes and other information on those emails, but the thread will only allow me to go down to the 5th of May…” At the moment, I’m unable to view the screenshot you previously attempted to share. Could you please try attaching it again? Kindly make sure to mask any personal or sensitive information before sending.
Additionally, could you confirm whether this issue occurs only with this specific email thread or contact, or across multiple conversations? Is the sender part of your organization, or an external contact?

Your understanding and co-operation are highly appreciated. Thank you for your precious time. I am looking forward to your response!

Paul Neary 0 Reputation points

2026-05-30T08:36:57.53+00:00

Hi, I have tried on iPhone iPad and MacBook and online not just on the app

I’ve attached screen shot of last message I can see
Paul Neary 0 Reputation points

2026-05-30T08:38:30.0433333+00:00
Jade Ng 13,245 Reputation points Microsoft External Staff Moderator

2026-06-02T04:00:05.11+00:00
Dear @Paul Neary,

Thank you for your response!

Based on what you’ve described, this issue is occurring across all platforms, which indicates that the emails are likely not being displayed as part of the conversation rather than an issue with a specific device.

From the screenshot, I can see that the latest visible message is dated 5 May and references a previous email, which confirms there should be earlier messages in the chain.

Next, please try to search for the emails directly instead of relying on the thread view:

Use the search bar

Search by the subject line, sender name (e.g. Sophie), or keywords from the conversation and verify whether the earlier messages can be located

Additionally, could you please let me know does this happen only with this conversation/contact, or are other email threads also missing older messages?

Thank you very much for your valuable time and your cooperation. I am looking forward to your response!
Paul Neary 0 Reputation points

2026-06-02T06:09:38.9733333+00:00

Hi

I have tried the search bar and keywords but nothing comes up, it’s like they have disappeared but nothing has been deleted?

yes this is the first time it’s ever happened, I’ve had multiple emails chains with this person over the years.
Jade Ng 13,245 Reputation points Microsoft External Staff Moderator

2026-06-02T07:09:41.5633333+00:00
Dear @Paul Neary,

Thank you for your update and please confirm the following:

Does your mailbox have any delegate access or shared permissions (for example, another user who can access/manage your mailbox)?

Could you check your mailbox storage status to ensure it has not reached or exceeded its quota?