The new Outlook: adding your account fails or mail arrives late

The new Outlook fetches your mail through the Microsoft cloud (see Your mail via the Microsoft Cloud: the privacy choice). Because of this, it sometimes behaves differently from the classic Outlook. Here's how to fix the most common problems.

You can't add your account

• First check that your email address and password work in webmail (see Opening webmail). The error message in the new Outlook often says little about the cause.
• Choose IMAP yourself and enter the servers manually in the advanced settings (see Adding your email address to the new Outlook).
• Use the server name of your hosting package instead of your domain name or mail.yourdomain.nl (see The details you need).
• Allow syncing with the Microsoft Cloud. Without that permission, the new Outlook won't add an IMAP account.
• Still not working, but the same settings do work in the classic Outlook or on your phone? Then the problem is probably the connection at Microsoft's end. Try again later, or use the classic Outlook.

New mail arrives late

The new Outlook shows what Microsoft has already fetched. Microsoft doesn't always fetch it straight away, and you can't set how often this happens. Check in webmail whether the mail has already reached us:

• Is the mail in webmail, but not yet in Outlook? Then you're waiting for Microsoft. It usually appears on its own.
• Isn't the mail in webmail either? Then it hasn't reached us yet. Ask the sender whether they received an error message.

Nothing works after changing your password

Microsoft keeps trying to log in with the old password until you enter the new one in Outlook. So update it straight away (see Setting a new password or a different server name). If that doesn't work, remove the account and add it again. Your mail is stored on our server and will come back.

Folders or deleted mail don't match

Do you see something different in the new Outlook than in webmail, such as mail you've already deleted? Then the copy at Microsoft is lagging behind. Wait a little while, or remove the account and add it again. What you see in webmail is what's actually on our server.