What you see
The problem is not in your lua.email account. The record of the old server is stored in the Microsoft cloud, and only Microsoft can delete it. Your lua.email account works normally: confirm it in webmail or in classic Outlook.
You try to add your email (for example, ana@navarra.com.br) to the new Outlook for Windows, and one of these things happens:
- the account is not added, with an error such as BadRequest or a connection failure message;
- the account is added but does not sync: folders stay empty or new messages do not show up.
The same address works in classic Outlook, in webmail and on your phone with an Exchange account.
Why it happens
The new Outlook does not connect directly to the mail server. When you add an IMAP account, it creates the account in the Microsoft cloud, and the Microsoft cloud then connects to your provider's server and syncs your messages. Microsoft describes this in Sync your account in Outlook to the Microsoft Cloud.
This is why the account may fail to be added when the same address was already used in the new Outlook with another email provider, for example, before your company moved to lua.email. According to the Microsoft support community, the previous provider's server remains stored in the Microsoft cloud, and neither the user nor the provider can delete it. The message usually reads Changing the ImapRemoteServerInfo is not allowed or BadRequest. cPanel support describes the same case for the BadRequest error (cPanel: can't connect an IMAP account in the new Outlook).
Microsoft has been changing how IMAP accounts work in the new Outlook. Classic Outlook still connects directly to the server.
What to do
- Use classic Outlook, webmail or your phone. Classic Outlook connects directly to the server: follow the steps in Manual Outlook setup (IMAP) and use your app password, which is different from your webmail password. In webmail, use your webmail password. On your phone, use an Exchange account: see On your phone, use an Exchange account.
- If you prefer to stay with the new Outlook, remove the account and add it again. In the new Outlook, on the View tab, select View settings. Go to Accounts, find the account and select Manage. Select Remove and choose Remove from all devices. Microsoft warns that this option deletes the account data stored in its cloud, and that data may not be recoverable. Your messages stay on the server and in webmail. Then add the account again with manual setup: incoming server
mail.lua.email, IMAP, port993, SSL/TLS; outgoing servermail.lua.email, port587, STARTTLS; and your app password. According to the Microsoft support community, this works in some cases. - If you see "Changing the ImapRemoteServerInfo is not allowed" or "BadRequest", contact Microsoft support. According to the Microsoft support community, these errors mean the new Outlook stored the previous provider's server in the Microsoft cloud, and only Microsoft can delete that record. In the new Outlook, open the Help menu and select Support. Include the exact error text; the old server name, if you know it; the new server (
mail.lua.email); and the date and time of the attempt. Microsoft's official page lists who is eligible for support: Microsoft accounts with an active Microsoft 365 subscription, and work or school accounts. IMAP accounts from other providers are not on that list. If support is not available for your account, use classic Outlook, webmail or your phone.
What to try and what happens
According to moderators and community experts in the Microsoft support community (Microsoft Q&A and Microsoft Tech Community):
| What to try | Result | Font |
|---|---|---|
| Reinstall, reset the app or clear your computer's cache | It does not help: the record stays in the Microsoft cloud. | Microsoft Q&A: ImapRemoteServerInfo error in the new Outlook Microsoft Q&A: how to reset cached IMAP settings |
| Remove from all devices and add the account again | Sometimes it helps. | Microsoft (official documentation): Add an email account to Outlook for Windows Microsoft Q&A: migrated IMAP account will not add Microsoft Q&A: IMAP configuration reverts to the old server |
| Use classic Outlook, which connects directly to the server | Works. It does not go through the Microsoft cloud. | Microsoft (official documentation): Sync your account in Outlook to the Microsoft Cloud Feature comparison between new Outlook and classic Outlook |
| Open a case with Microsoft from the new Outlook (Help > Support) | It is the only way to delete the record. Microsoft support depends on the account type. | Microsoft (official documentation): Contact support in the new Outlook for Windows Microsoft Q&A: ImapRemoteServerInfo error in the new Outlook Microsoft Tech Community: ImapRemoteServerInfo error after a migration |
cPanel support, a hosting control panel used by many providers, describes the same error with the new Outlook: cPanel: can't connect an IMAP account in the new Outlook. In other words, the case is not specific to lua.email.
Microsoft has not yet published an official procedure for this case; the guidance above comes from moderators and community experts in its support community.
The result is not guaranteed. The lua.email team has no access to the account record in the Microsoft cloud.
When to contact support
Contact our team if:
- the account does not connect even in classic Outlook, even with your app password: our team helps you set up classic Outlook and confirms that the account works in webmail;
- Outlook keeps asking for your password: first, see Your password is rejected;
- you don't have your app password and don't know whom to ask for it;
- the error also appears in webmail or on your phone.
When you contact support
Tell us:
- which Outlook you use: classic or new;
- the exact error message or a screenshot;
- whether the email came from another provider (a migration);
- whether webmail works.
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.