What you see
The Exchange account is still on your phone, but new messages don't arrive and the calendar doesn't update. Your phone may ask for the password or show an access error.
Why it happens
The Exchange account uses your webmail password. If that password was changed, your phone still has the old one. Some companies set an expiration period for passwords (30, 60, 90, 180 or 360 days). In that case:
- during the 7 days before it expires, webmail reminds you once a day that your password is about to expire;
- once the password expires, webmail shows only the new password screen until you set one;
- while the password is expired, your phone stops syncing, without deleting anything.
The reminder appears in your webmail notifications and is never sent by email, on purpose: messages asking you to change your password are among the most common scams.
What to do
- Sign in to webmail in your browser. If your password has expired, the new password screen appears: enter your current password, enter the new one twice and save. To change it before it expires, click Settings and then Password.
- On your phone, open the Exchange account settings and enter the new password.
- Wait a few moments. Email, calendar and contacts start updating again.
- Outlook and other email apps don't need any change: they use your app password, which doesn't expire.
Scam alert: lua.email never asks for your password or your two-step verification code. If someone asks, don't share it, and contact support.
When to contact support
Contact our team if:
- you entered the new password on your phone and it still doesn't sync;
- webmail accepts the new password, but your phone shows a different error;
- webmail shows a message about access outside the allowed hours or from a location that isn't allowed. In that case, talk to whoever manages your company's email: see Access denied outside allowed hours or from another location.
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.