Troubleshooting

I cannot sign in

Use the full mailbox address. Check that you are on the sign-in page supplied with your account, not the docs site. If you forgot the password, use account recovery. Contact support if the account is unavailable or recovery does not arrive.

A mail app keeps asking for my password

Compare its settings with Mail clients or Client Setup, including both usernames, server ports, and encryption. Confirm whether it uses a mailbox password or a revoked app password. Do not disable certificate checking to bypass a connection error; send the error to support.

I can receive but cannot send

Check outgoing SMTP settings and authentication separately. Try sending in webmail. If webmail also fails, record the error and time for support.

Mail is missing or arrives twice

Search beyond the current folder, then check Junk and Trash. Review Routing and Rules & autoresponder for forwarding, discard, or folder rules. Duplicate forwarding in both settings can produce duplicate messages.

My mailbox is full

Check storage in Overview. Review large messages and attachments, and remove mail you no longer need. Messages left in Trash or Junk may still occupy storage. Keep a copy of anything important before permanently deleting it. Contact support if you need more capacity.

A feature is unavailable

Some capabilities depend on your mailbox configuration. Report the missing control or exact error to support; do not assume another customer's settings apply to your account.

What to include in a support request

Include your mailbox address, the affected app/device, the time and time zone, exact error text, and whether webmail is affected too. For delivery issues, include the sender, recipient, subject, and any delivery failure message through your usual private support channel.

Never send passwords, app passwords, reset links, or an unredacted screenshot of private message content.