Issue/Question
My WKU Exchange email account was migrated to Microsoft 365 and I can no longer access email using my phone, iPad, tablet, computer, or Outlook application.
Environment
- WKU Exchange Email
- Microsoft 365
Cause
The username and server address have changed and did not automatically update to connect to the new email server.
Resolution
The systems listed below are the only supported methods for accessing email. Other applications such as Apple Mail or Thunderbird are not supported by WKU ITS.
After your account is migrated to Microsoft 365 you may need to update your username and email server address. Please see instructions below for various programs and devices.
Due to various version of Android and various application makers for Android, these steps may differ from what you are presented with on your exact mobile device, but will include the needed information that will have to be updated for your account if it is unable to connect.
- Open Settings.
- Tap Accounts.
- Tap on your WKU email account (i.e. big.red@wku.edu).
- Ensure the following information is correct; you may need to remove any information that exists in these fields first before inputting the new information:
- Server: outlook.office365.com
- Domain: This should be left blank.
- Username: This will be your full email address (i.e. big.red@wku.edu).
- Password: This will be your WKU NetID password.
In some cases the above steps may not work and it may be required to fully remove the account from your Android device and add it back. Only complete the steps below if the above steps did not work. Again, due to various versions of Android and various application makers, these steps may differ from what you are presented with on your exact Android device.
- Open Settings.
- Tap Accounts.
- Tap on your WKU email account (i.e big.red@wku.edu).
- Tap on the option to delete or remove the account and confirm, if asked, that this is your desired action.
- To add the account back to your device, please see this article.
- Open Settings.
- Tap Accounts & Passwords.
Note: If you are using iOS 10.3.3 or earlier, tap Mail instead.
Note: If you are using iOS 14 or later, tap Mail, then tap Accounts.
Note: You can find which version of iOS you are running by tapping Settings, followed by General. Your version number will be listed there.
- Tap your WKU email account.
- Tap your email address under the heading of Account (i.e. big.red@wku.edu).
- Ensure that the following information is correct; you may need to remove any information that exists in these fields first before inputting the new information:
- Server: outlook.office365.com
- Domain: This should be left blank.
- Username: This will be your full email address (i.e. big.red@wku.edu).
- Password: This will be your WKU NetID password.
- Tap Done.
In some cases the above steps may not work and it may be required to fully remove the account from your iOS device and add it back. Additionally, you may need to turn your iOS device off and back on after adding the account for it to sync. Only complete the steps below if the above steps did not work.
Some users may also need to reconnect to
WKU-Secure. You will first need to forget the network by following
these steps. For instructions on connecting to WKU-Secure, after forgetting the network, please see
this article.
- Tap Settings.
- Tap Accounts & Passwords.
Note: If you are using iOS 10.3.3 or earlier, tap Mail instead.
Note: If you are using iOS 14 or later, tap Mail, then tap Accounts.
Note: You can find which version of iOS you are running by tapping Settings, followed by General. Your version number will be listed there.
- Tap your WKU Account.
- Tap Delete Account.
- Confirm that you want to delete the account, if prompted.
- To add the account back to your device, please see these steps.
- Open Outlook.
- You will be prompted for credentials, enter the following information:
- User name: Your full WKU email address (i.e. big.red@wku.edu).
- Password: Your WKU NetID password.
Note: You may select to Remember my credentials if you do not want to enter this information each time you use Outlook.
Note: You may be asked for additional information. Please ensure that the following information is correct, if prompted. You may need to remove any information that exists in these fields first before inputting the new information:
- Server: outlook.office365.com
- Domain: This should be left blank.
- Username: This will be your full email address (i.e. big.red@wku.edu).
- Password: This will be your WKU NetID password.
- Click OK.
- Outlook should connect and update as intended.
In some cases the above steps may not work and it may be required to
create a new Outlook profile in order for the account to reconnect. Please see
this article for steps to create a new Outlook profile. Only complete this process
if the above steps did not work.
- Open Outlook.
- Click the Outlook menu.
- Select Preferences.
- Select Accounts.
- Select your WKU email (i.e. big.red@wku.edu).
- Click Advanced... .
- Type
outlook.office365.com for the Server.
- Click OK.
- Ensure that the following information is correct; you may need to remove any information that exists in these fields first before inputting the new information:
- Full name: Your full name.
- E-mail address: Your full WKU email address (i.e. big.red@wku.edu)
- Method: User Name and Password
- User name: Your full email address (i.e. big.red@wku.edu).
- Password: Your WKU NetID password.
- Press Enter after typing in your password.
In some cases the above steps may not work and it may be required to
remove the account and then
add it back. Please see
this article for steps to remove the account, and see
this article for steps to add the account back. Only complete this process
if the above steps did not work.
Please note, if you have another Microsoft 365 account, personal or otherwise, you may need to sign out of Outlook Web Access before proceeding. For more information, please see this
article.
- Navigate to the login page linked above.
- Enter your full WKU email address (i.e. big.red@wku.edu).
- Enter your WKU NetID password.
- Authenticate using Duo, if prompted.
If you need to set up Duo, please see this article.
Should you have any further problems or questions, please contact the ITS Service Desk or submit a service request.