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Click any of the article links below to read more about Outlook 2010, 2013, and 2016 frequently asked questions and troubleshooting tips:

How do I prevent outlook from deleting or removing messages from my server?

If you are using IMAP, the only way for messages to be deleted are for the user to specifically delete messages. If you are using POP3 however, by default, messages will automatically be copied to the device and removed from the server.

If you would like to Keep a copy of the message on the server you can enable that setting:

  1. 1. File > Account Settings > Account Settings.
  2. 2. Double-click your account.
  3. 3. This should bring you to the POP and IMAP Account Settings panel.
  4. 4. Click More settings.
  5. 5. Click the Advanced tab.
  6. 6. Check the box that says: Leave a copy of the message on the server.

Outlook continues to prompt me for my username and password?

This is typically a result of an incorrect username and password. Ensure that you have your full email address as the username and the password that was set when creating the mailbox. The password is case sensitive.

To update your saved username and password:

  1. 1. File > Account Settings > Account Settings.
  2. 2. Double-click your account.
  3. 3. This should bring you to the POP and IMAP Account Settings panel.
  4. 4. Enter your full email address as the username and the correct password.

How do I switch from POP3 to IMAP inside of Outlook?

Unfortunately, there is no easy way to switch from POP3 to IMAP. You would have to re-set the account back up again, selecting IMAP instead of POP.

Please note: When you set the account back up, all of your data should be there, but it is recommended to make a backup copy of your PST file that can be imported.

Here is how:

  1. 1. File > Open & Export.
  2. 2. Select Export to a file.
  3. 3. Select Outlook Data File (.pst).
  4. 4. Select the entire account, typically by selecting the top line or the Email address, ensuring to make sure Include Subfolders is checked.
  5. 5. Browse to a location to place the backup file. It is recommended to select your desktop because it’s easier to remember.
  6. 6. Select Finish. If you have a lot of content, this may take up to several hours.
  7. 7. Set up a new account, this time selecting IMAP during step 3 instead of POP. For more information, see the Related Topics.
  8. 8. Next, you can import the .pst file:
  9. 9. File > Open & Export.
  10. 10. Select Import from another program or file.
  11. 11. Select Outlook Data File (.pst).
  12. 12. Browse to the file you just saved and select the .pst file.
  13. 13. Click Next and follow the on panel prompts to complete your import.

I can receive email, but when trying to send, I am getting an error stating I am not authorized. How do I enable Outgoing SMTP Authentication?

Our server requires your outgoing (SMTP) emails to be authenticated.

If you missed that step in the initial setup, you can enable that by following the below steps:

  1. 1. File > Account Settings > Account Settings.
  2. 2. Double-click your account.
  3. 3. This should bring you to the POP and IMAP Account Settings panel.
  4. 4. Click the Outgoing Server tab
  5. 5. Select My outgoing server (SMTP) requires authentication, then select Use same settings as my incoming mail server.

I am using IMAP, but not all of my folders are showing. How do I subscribe to all folders?

Follow the steps below to disable an option in Outlook preventing all folders from displaying and subscribe to any unsubscribed folders:

  1. 1. Right-click your account in the folder view (typically to the left of your Outlook).
  2. 2. Select IMAP folders.
  3. 3. Click the Subscribed tab.
  4. 4. Click the Query button.
  5. 5. Click each of the folders listed and select Subscribe if it’s an option. If it’s not, it is already subscribed.
  6. 6. Click Apply and OK.

I had to change my mailbox password. How do I update Outlook?

You can update your saved password from the Account Settings panel:

  1. 1. File > Account Settings > Account Settings.
  2. 2. Double-click your account.
  3. 3. This should bring you to the POP and IMAP Account Settings panel.
  4. 4. Re-input your password in the password field.

My internet service provider requires me to use a different outgoing port than 587 to be able to send mail. How do I change the setting?

You can update your outgoing report from the Advanced Settings panel:

  1. 1. File > Account Settings > Account Settings.
  2. 2. Double-click your account.
  3. 3. This should bring you to the POP and IMAP Account Settings panel.
  4. 4. Click More settings.
  5. 5. Click the Advanced tab.
  6. 6. Enter a new port under Outgoing server (SMTP).

My message just sits in my Outbox and will not send the message. How do I resolve this?

This is more than likely caused by your Outgoing port not being changed. Outlook sets the port to 25 by default, but it’s often times necessary to change that as most ISPs block this port. 525 is another port that may have been used in the past, but is starting to become blocked.

We recommend that you use Port 587. If this is your existing port and it’s still not working, you may need to call your Internet Service Provider and ask them what port you can use.

You can update your saved password from the Account Settings panel:

  1. 1. File > Account Settings > Account Settings.
  2. 2. Double-click your account.
  3. 3. This should bring you to the POP and IMAP Account Settings panel.
  4. 4. Click More settings.
  5. 5. Click the Advanced tab.
  6. 6. Enter a new port under Outgoing server (SMTP). 587 is the recommended Port.

I had to change my mailbox password, how do I update Outlook?

You can update your saved password from the Account Settings panel:

  1. 1. File > Account Settings > Account Settings.
  2. 2. Double-click your account.
  3. 3. This should bring you to the POP and IMAP Account Settings panel.
  4. 4. Re-input your password in the password field.

Can I use SSL or TLS when I am setting up POP or IMAP?

Yes. POP supports TLS for the outgoing server. IMAP supports SSL for incoming and TLS for outgoing. See below for how to enable:

  1. 1. File > Account Settings > Account Settings.
  2. 2. Double-click your account.
  3. 3. This should bring you to the POP and IMAP Account Settings panel.
  4. 4. Click More settings.
  5. 5. Click the Advanced tab.
  6. 6. Enable SSL or TLS.

If you are using IMAP:

  • Under Incoming Server (IMAP) - Change the setting for "Use the following type of encrypted connection:" to SSL from the drop down. Change the port to 995.

If you are using POP3:

  • Under Outgoing Server (POP3) - Change the setting for "Use the following type of encrypted connection:" to TLS from the drop down. Change the port to 587.

It appears as though my inbox is empty and there is a message saying We didn’t find anything to show here. How do I resolve this?

This can occur when using IMAP. If this does happen it can be resolved by adding a root folder path to your settings. Below are the steps:

  1. 1. File > Account Settings > Account Settings.
  2. 2. Double-click your account.
  3. 3. This should bring you to the POP and IMAP Account Settings panel.
  4. 4. Click More settings.
  5. 5. Click the Advanced tab.
  6. 6. Under Root folder path: enter Inbox Ensure the “I” is capitalized.