Updated: May 12, 2023
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by Anton Khomyk
Tech Expert & Writer
993 resolved issues

I have opened my Mac Book and a new style Outlook opened but it won't download my email

There is a message on screen saying 'downloading' and 'can take a few moments' but it's been a few hours with nothing happening. I use an AOL email address so emails are routed to Outlook via AOL.

Short summary:

  1. Open a web browser on your Mac and visit https://login.live.com/login.
  2. Log in with your email address associated with Outlook.
  3. Once logged in, check if you can see your emails in the online Outlook interface. If you don't see any emails there as well, proceed to the next step.
  4. Open Outlook on your Mac.
  5. In the Outlook main menu, click on "File" and select "Preferences."
  6. In the Preferences menu, click on "Accounts."
  7. Select your Outlook account from the list and click on the "-" button in the bottom left corner to remove the account.
  8. Quit Outlook completely.
  9. Open Outlook again.
  10. In the Outlook setup wizard, click on "Add Account."
  11. Enter your AOL email address and password when prompted and proceed with the setup.
  12. Once the setup is complete, check if your emails are now syncing and appearing in the inbox.
  13. If you can see your inbox but are missing other folders where you save emails, follow these steps:
    - Go to the "Mail" tab in Outlook.
    - Look for the "Folder List" pane on the left side of the window. If you don't see it, click on "View" in the top menu and select "Folder List" to show it.
    - Expand each folder by clicking on the small triangle next to it to reveal subfolders. Look for the missing folders within the expanded list.
  14. If you still can't find the folders, try the following:
    - Click on "Outlook" in the top menu and select "Preferences."
    - Under "Personal Settings," click on "General."
    - In the "General" settings, ensure that the "Hide on My Computer folders" option is unchecked and the "Show all account folders" option is checked.
  15. Check your folder list again to see if the missing folders are now visible.
  16. If you can see the folders, you should be able to find any emails you moved to those folders.

Hello, thank you for using Howly.
Have you tried to access your Outlook account online?


Customer Replay

No, never done that before.

I see.
Could you please visit https://login.live.com/login and then log in with your email?

Customer Replay

This is a completely blank folder, no emails in the inbox nor anywhere else.

Have you logged in with your AOL account?

Customer Replay


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Top answer

I would recommend you remove the account from your Outlook, then add it back. Please follow these steps to remove the account:

  1. On the Outlook main menu, select File > Preferences.
  2. In the Preferences menu, select Accounts.
  3. Select your account and click - in the bottom left corner.
  4. Select Delete.
  5. Quit Outlook.
  6. Once you have quit Outlook, please start it again and log into your account.
Customer Replay

You are telling me to delete Outlook and then start it again. But how can i start it again when the folder is deleted?

You do not need to delete the Outlook app, you need to remove your account from the app which you can do by following the steps I've sent you.

Customer Replay

I think i misunderstood what you meant.

No problem at all!
Please let me know the result or if you need any further assistance.

Customer Replay

There is no delete option in the bottom corner.

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Could you please send me a screenshot of the options?
Press Shift-Command-3. Press Shift-Command-4, then move the crosshair pointer to where you want to start the screenshot. Press the mouse or trackpad button, drag over the area you want to capture, then release the mouse or trackpad button. Press Shift-Command-4, then press the Space bar.
To attach your screenshot to our chat, you need to press the paper clip button in the lower right corner of the chat window. Then you have to choose an image and confirm sending.

Customer Replay

Visitor uploaded: Screenshot.png
Type: image/png
Size: 33877
you can add or sign out, not delete

Could you please press the "minus" in the bottom left corner to remove the account?

Customer Replay

the option is to sign out, not to remove the account.

Please select Sign Out.
After that a message will pop-up


Customer Replay

No message popped up, Just an option to add an email account

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Now, please press "add account" and log in with your AOL account.

Customer Replay

I'm now being asked for my IMAP password! I have no idea what that is.

Your AOL Mail IMAP password is your AOL Mail password.

Customer Replay

OK, that worked.

I’m glad I was able to get that sorted out for you. Is there anything else I can assist you with today?

Customer Replay

I'm not sure it's sorted out. I need to check my Outlook account first.

I see.
Please check it out and let me know the result!

Customer Replay

I have a very new looking account and can now see my inbox, but i can't see any of the folders I use to save emails. Any idea how to access them?

Please go to your email folder list and select "Deleted Items". Ensure that "Home" is selected. Click "Recover deleted items" from the "Server" option. Select the subfolder you wish to restore, select "Restore Selected Item" and click "Ok".
Make sure all folders are showing. Missing folders could be something as simple as a minimized Folder pane. Also, since folders can be nested in Outlook, expanding a folder with a small triangle next to it may reveal the folders you can't find.

Customer Replay

I can't find an email folder list. Where is it?
If i attempt to "move" an email to a folder I'm offered a list of about 12 folders, whereas i have about 50! I can't find the other folders anywhere.

*****, could you please let me know, do you still see the "Can take a few moments" error message?

Customer Replay

No, all my new emails are now showing in my inbox.

Ok, very well. It's just that the folders you used to have do not show up fully, correct?

Customer Replay

Correct. If i select Move i have an option to select the folder, so i can move emails to a folder, but I then can't find them.
By that i mean, I can't find the folder i've moved them to.

Noted, sir. Could you these instructions, please? The folders could be hidden, so let's try to reveal them.
Go to Outlook menu > click Preferences > Under Personal Settings > click General, under folder list clear the Hide on My Computer folders check box and select the Show all account folders check box.

Customer Replay

YES!! I've now found them, thanks again.

That's great news! Are all the folders back in place?

Customer Replay

They are indeed. Have a good day.

Awesome :) Do you have any additional questions I can help you with by any chance?

Customer Replay

No thank you.

Thank you for choosing our service!
If you have any additional questions, don't hesitate to contact us anytime. Have a nice one!

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