Email Recovery

How to Fix Cannot Empty Deleted Items in Outlook on the Web

Emma Brown Oct 12, 2026 869 views

Question details

The user is unable to empty the Deleted Items folder in Outlook on the web.

How to Fix Cannot Empty Deleted Items in Outlook on the Web

Product: Outlook on the Web
Device & OS: not provided
Scenario: Attempting to permanently delete emails or clear the Deleted Items folder to free up mailbox space.
Observed behavior: The deletion fails without freeing up space, typically because the hidden Recoverable Items or DiscoveryHolds folder has reached its maximum size quota due to an active hold.

Before you start

Verify with your IT administrator if your organization has compliance policies, retention policies, or eDiscovery holds in place before attempting to force-delete mailbox items.

Solution 1Recommended

Check Folder Statistics Using Exchange PowerShell

Use Exchange Online PowerShell to verify if the Recoverable Items or DiscoveryHolds folder has reached its quota.

When a mailbox is placed on a litigation or discovery hold, deleted items are kept in a hidden Recoverable Items folder. If this folder reaches its storage limit (often 100 GB), you will no longer be able to empty your standard Deleted Items folder.

Connect to Exchange Online

Open PowerShell as an administrator and connect to Exchange Online using your Microsoft 365 admin credentials.

Run Folder Statistics Command

Execute the following command, replacing <username> with the affected email address: Get-MailboxFolderStatistics <username> -FolderScope RecoverableItems | Format-List Name,FolderAndSubfolderSize,ItemsInFolderAndSubfolders

Review the Output sizes

Check the sizes for 'DiscoveryHolds', 'Purges', and 'Deletions'. If the total size is near the quota limit, the folder is full and requires cleanup.

Check Folder Statistics Using Exchange PowerShell

Compliance Warning: Do not attempt to remove holds without confirming strict compliance and legal requirements with your organization's legal or HR department.

Solution 2

Clean Up the Recoverable Items Folder

If permitted by your organization, follow Microsoft Purview instructions to clean up deleted items in mailboxes on hold.

Solution 3

Open a Microsoft 365 Support Ticket

If you lack the necessary administrative access or cannot resolve the folder quota issue locally, request remote assistance from Microsoft.

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Frequently Asked Questions

What is the Recoverable Items folder in Outlook?

The Recoverable Items folder is a hidden folder in Exchange Online designed to protect from accidental or malicious deletions. It stores items that have been emptied from the standard Deleted Items folder.

Why is my DiscoveryHolds folder full?

If your organization places a mailbox on a litigation hold, eDiscovery hold, or Microsoft 365 retention policy, deleted items are moved to the DiscoveryHolds folder and kept there indefinitely or for a specified duration, eventually filling up the quota.

Can an end-user empty a full DiscoveryHolds folder?

No. End-users do not have permission to bypass administrative retention policies. An IT administrator must adjust the eDiscovery or retention policies in the Microsoft Purview compliance portal to allow deletion.

Migration & Recovery