Common problems

On your phone, use an Exchange account

If your phone gets messages late or doesn't show your calendar and contacts, your mailbox was probably added as a regular email account. An Exchange account fixes both.

Updated November 2026 All common problems Manuals Support
On this page
  1. What you see
  2. Why it happens
  3. What to do
  4. When to contact support

What you see

Your mailbox was set up as a regular email account (IMAP). On your phone, you notice that:

  • new messages only show up when you open the app or after a while;
  • your webmail calendar and contacts aren't on the device.

Why it happens

A regular email account (IMAP) brings only email. An Exchange account brings, in a single account:

  • email, with new messages arriving right away;
  • your webmail calendar, including additional calendars;
  • your contacts and the Company directory;
  • your automatic reply and, in some apps, your lua Colabora tasks.

Notes don't sync. The Exchange account uses your webmail password.

What to do

  1. On your phone, add an account and choose the Exchange type (on iPhone and Android). On iPhone, tap Configure Manually, not Sign In.
  2. Enter your full email address (for example, ana@navarra.com.br) and your webmail password. Leave the Domain field blank.
  3. If the phone asks for the server, use sync.lua.email. If it does not find the server on its own, ask whoever manages your company's email to check the Automatic email setup in Authentication → Validate DNS (see The phone cannot find the server).
  4. Turn on email, contacts and calendar, and leave notes turned off.
  5. If the same mailbox was already on your phone as an IMAP account, remove that account once the Exchange account is working. With both, messages show up twice.
  6. If you only want email, use an IMAP account with your app password. If you don't have that password, ask whoever manages your company's email. The settings are in the webmail manual.

When to contact support

Contact our team if:

  • your phone doesn't accept your webmail password in the Exchange account, even after following Your password is rejected;
  • the account was created, but calendar or contacts don't sync in a specific app. Tell us your phone model and the app.

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.

See also