How to fix junk mail unread marked messages that didn't show up?

Eu 0 Reputation points
2025-07-27T18:40:15.67+00:00

There are messages marked as unread in junk mail, but I can't see it?

Outlook | Outlook for mobile | Outlook for iOS | For business
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  1. Vy Nguyen 3,165 Reputation points Microsoft External Staff Moderator
    2025-07-27T19:16:23.59+00:00

    Hi @Guto Galvao,  

    Good day! Thank you for reaching out to Microsoft Q&A forum and sharing your experience.    

    I understand how important it is to keep track of your emails, and it can be concerning when unread messages in your Junk folder don’t appear as expected in Outlook on your iOS device. I’d be glad to help you with this. 

    To better assist you, could you please share a few details: 

    • What version of Outlook for iOS are you currently using? 
    • Are you using a personal account (such as Outlook.com or Gmail) or a work/school account (such as Microsoft 365 or Exchange)? 
    • Have you noticed any patterns, for example, do certain types of emails or senders tend to be marked as unread but not show up? 

    These details will help me tailor the next steps to your situation. 

    In the meantime, here are a few steps you can try that often help with this kind of issue: 

    1. You can try to refresh the Junk Folder 
      • Open the Outlook app. 
      • Tap the menu icon (three horizontal lines) in the top left. 
      • Scroll down and tap Junk Email. 
      • Swipe down to refresh the folder. This helps update the message list from the server. 
    2. You can try to reset your account in the app 
      • Go to Settings in the Outlook app. 
      • Tap your email account under “Mail Accounts.” 
      • Select Reset Account. This will re-sync your folders and may help display any missing unread messages. 
    3. You can check Outlook Web for Comparison 
      • Visit Outlook and sign in. 
      • Go to the Junk Email folder and check if the unread messages are visible there. 
      • If they appear online but not in the app, the issue may be related to syncing on the mobile device. 
    4. You can try to update the App and iOS 
      • Make sure your Outlook app is updated to the latest version from the App Store. 
      • Also check for any available iOS updates under Settings > General > Software Update. 

    If these steps match your situation and you’d like help going through them, I’m here to support you. Once I have a bit more information from you, I’ll be able to guide you further. 

    Thank you again for your patience and for choosing Microsoft Q&A forum. Please let me know if there’s anything else I can assist you with. I’m here to support you every step of the way.  


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

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  2. Eu 0 Reputation points
    2025-07-28T00:43:25.7466667+00:00
    • What version of Outlook for iOS are you currently using? 
      • Version 16.99.1 (25072013)
    • Are you using a personal account (such as Outlook.com or Gmail) or a work/school account (such as Microsoft 365 or Exchange)? 
      • Work/School account
    • Have you noticed any patterns, for example, do certain types of emails or senders tend to be marked as unread but not show up? 
      • Yes, this is my main problem

  3. Vy Nguyen 3,165 Reputation points Microsoft External Staff Moderator
    2025-07-29T20:19:00.92+00:00

    Hi @Guto Galvao

    Good day! I hope this message finds you well.

    It's been a while since our last conversation, and I wanted to check in on how things are progressing with the issues we've discussed.

    Have you had a chance to review the answers we have provided? If there is anything else, I can help you, please don't hesitate to get in touch. I would be happy to help.

    Thank you again for your patience and for choosing Microsoft Q&A forum. Please let me know if there’s anything else I can assist you with. I’m here to support you every step of the way.


    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.


  4. Eu 0 Reputation points
    2025-07-31T03:47:54.9533333+00:00

    I tried all the recommended actions, but my junk mailbox shows 76 unread emails that I cannot see.

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  5. Vy Nguyen 3,165 Reputation points Microsoft External Staff Moderator
    2025-07-31T18:25:03.8633333+00:00

    Hi @Guto Galvao

    Good day! Thank you for your updated. 

    I understand how important it is to ensure all your messages are visible and accessible, and I’m here to help. 

    To better assist you, could you please confirm the following: 

    • Are you trying to access your mailbox via Outlook Web App or the Outlook Desktop Client? 
    • Do you have admin access to your account, or can you involve your tenant administrator? 

    In the meantime, here’s a helpful step you or your admin can take to investigate further: 

    You can try to run a Message Trace in Exchange Admin Center (EAC) 

    Please involve your tenant admin to run a message trace in the Exchange Admin Center (EAC). This will help determine whether the email was received by Exchange Online Protection (EOP) and provide visibility into its delivery status. 

    You can follow the official Microsoft guide here: Run a message trace and view the results in the Exchange admin center in Exchange Online | Microsoft Learn 

    If the trace shows no record of the email, it confirms that the message did not reach Exchange and may have been blocked or failed at the connector level. 

    We also recommend checking the Junk Email folder directly in Outlook Web App, as sometimes messages marked as unread may not appear due to view filters or sync issues. 

    Thank you again for your patience and for choosing Microsoft Q&A forum. Please let me know if there’s anything else I can assist you with. I’m here to support you every step of the way.


    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.


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