This section is for people who use email every day. When the fix depends on whoever manages your company's email (access hours, allowed locations, app password), the article tells you what to ask that person.
Outlook and email apps
- Outlook stays on "Synchronizing subscribed folders" for hours
What you see: Outlook shows "Synchronizing subscribed folders" for a long time, and the progress starts over. - The new Outlook does not connect or does not sync your account
What you see: The new Outlook shows an error such as "BadRequest" when you add the account, or the account is added and does not sync. - Calendar or contacts don't show up in your email app
What you see: A contact or event from webmail doesn't show up in Outlook, Thunderbird or on your phone. - lua Sync or lua Conector doesn't show up in Outlook
What you see: The Windows apps don't show up in Outlook. Check that you're using classic Outlook: they don't work in the new Outlook.
Mobile
- On your phone, use an Exchange account
What you see: Messages arrive late on your phone, or your calendar and contacts don't show up. - Your phone stopped syncing after a password change
What you see: Email, calendar and contacts stopped updating on your phone, or it asks for your password again. - Your phone can't find the server
What you see: When you add the account, your phone can't find the server or asks for manual setup.
Password and access
- I forgot my email password
What you see: You do not remember your webmail password and cannot sign in. - Your password is rejected in Outlook or on your phone
What you see: Outlook or your phone says the password is wrong, or keeps asking for it. - Access denied outside allowed hours or from another location
What you see: The message “Access outside the hours allowed by your company” or “Access not allowed from this location” appears. - Your two-step verification code is rejected
What you see: Your two-step verification code is rejected or doesn't arrive, or you lost your phone.
Sending and receiving
- I sent an email and the recipient says they didn't get it
What you see: You sent the message and the recipient didn't get it, or an error notice came back. - An email bounced back with an error notice
What you see: The message came back with a code like 550 and you don't understand why. The notice explains the cause in plain language. - Your emails land in the recipient's spam
What you see: The recipient says they found your message in their spam folder, or that it never arrived.
Webmail and calendar
- A message is missing from your mailbox
What you see: A message that was in your Inbox no longer shows up. - Other webmail problems, with what to check
What you see: A folder doesn't show up, a filter doesn't work or an attachment won't send. The table in the webmail manual tells you what to check.
Can't find your case?
Look in the webmail manual or contact support. Cases that come up again and again in support are added to this list.