What you see
When you sign in to webmail, you see one of these messages:
- Access outside the hours allowed by your company;
- Access not allowed from this location.
Outlook or your phone may also stop connecting while webmail keeps working.
Why it happens
Your company can set access rules for groups of mailboxes:
- Hours and holidays: your company blocks access at certain times or on certain days.
- Allowed locations: your company only allows access from certain places, such as the office network or a VPN. On your phone's mobile network, your connection address changes and falls outside the list.
- Webmail only: the mailbox doesn't work in Outlook or other email apps. Webmail, lua Colabora and the Exchange account on your phone keep working.
In every case, email keeps arriving and is stored in your mailbox. Nothing is lost.
What to do
- Check the day and time. If the rule is about hours, access comes back when the allowed hours start.
- If the rule is about location, connect through the office network or your company's VPN.
- If you need access outside those hours or from another place, talk to whoever manages your company's email. Only that person can change the rule, and the change takes effect within one minute.
- If Outlook stopped connecting but webmail works, your mailbox may be set to webmail only. Ask the same person to confirm.
When to contact support
Contact our team if:
- your company confirmed that your mailbox has no restriction and the message keeps appearing;
- you don't know who manages email at your company.
To speed things up, include your email address (never your password), what you tried, the exact error message and the approximate date and time. See the channels on Support.