Outlook is often configured by default to only download emails that have been received within the last 6 or 12 months. Sometimes, this may result in emails not being visible, even though they are actually in the mailbox still.


To change this setting, in Outlook 2016 or newer, follow the steps below;

  1. Click on "File" at the top left of Outlook
  2. Click on the button labelled "Account Settings"
  3. Depending on your version of Outlook;
    1. Click on the option in the dropdown menu labelled "Account Settings"
    2. Click on the option in the dropdown menu labelled "Account Name and Sync Settings" - skip step 4
  4. Double click on the account that needs changing
  5. The settings for "Cached Exchange Mode" are displayed
    1. Moving the slider left reduces the period of time for which emails are downloaded
    2. Moving the slider right increases the period of time for which emails are downloaded
  6. Once set as required click Next
  7. Click Done
  8. Close Outlook, wait at least 15 seconds to allow it to fully close
  9. Re-open Outlook

If you still can't see the email you're looking for, contact us either by phone or by email as normal.