Some Microsoft email accounts may connect to Edison Mail but have trouble receiving messages, sending them, or keeping mailbox changes synchronized. This article explains the checks to make and how Edison Mail’s transition to Microsoft Graph relates to these issues.
What is changing?
Edison Mail is transitioning its Microsoft account connections to Microsoft Graph, Microsoft’s newer interface for accessing email.
Migration has begun for Microsoft 365 and Exchange Online accounts. Work is continuing on the transition for personal Outlook, Hotmail, and Live accounts. During this work, some users may experience connection, synchronization, or sending problems.
The transition is intended to address problems associated with older connections. It does not bypass Microsoft’s security policies or account-level sending limits.
Which account option should I use?
When adding your account to Edison Mail, select:
- “Outlook/Hotmail” for personal Outlook.com, Hotmail, Live, and MSN accounts.
- “Office 365” for work or school accounts hosted on Microsoft 365, including accounts with a custom domain.
Using the Outlook app does not necessarily mean your mailbox is hosted by Microsoft. If you are unsure who hosts your work email, confirm that with your IT administrator.
Before troubleshooting
Update Edison Mail to the latest version available in the App Store or Google Play Store.
Then sign in to your mailbox through Outlook on the web and check whether you can both receive and send a message. This comparison helps identify whether the problem also affects the Microsoft mailbox or is limited to its connection with Edison Mail.
I cannot receive messages
For accounts connected through IMAP, Microsoft may have IMAP access disabled. To check:
1. Sign in to Outlook on the web.
2. Open Settings using the gear icon.
3. Select Mail > Forwarding and IMAP. If necessary, select “View all Outlook settings” first.
4. Enable “Let devices and apps use IMAP.”
5. Save any changes.
6. Return to Edison Mail and refresh the account’s Inbox.
This setting applies to IMAP connections. It is not a requirement for a mailbox connected through Microsoft Graph.
If your organization manages the account and the setting is unavailable, contact your IT administrator.
I receive messages but cannot send
Receiving and sending use different services when an account connects through IMAP and SMTP. Receiving messages successfully does not necessarily mean the outgoing connection is working.
Our team has observed some Microsoft accounts where receiving works but sending through SMTP is restricted. However, a sending failure alone does not confirm that this is the cause.
Please check:
- Can you send a short message directly from Outlook on the web?
- What exact error appears when sending through Edison Mail?
- Does sending fail for every recipient or only certain addresses or domains?
- Does a short message without attachments send successfully?
Check the Sent folder or confirm delivery before retrying a failed message, to avoid sending duplicates.
If sending also fails in Outlook on the web, follow Microsoft’s instructions for the error shown or contact Microsoft support. For a work or school account, contact your IT administrator.
If sending works on the web but fails in Edison Mail, contact Edison Mail support with the error and test results.
Why can I send to some recipients but not others?
Microsoft account restrictions or an organization’s mail policies may affect delivery to particular recipients or domains. The recipient’s mail service may also reject a message.
Please share the exact error or delivery-failure notice with support. Being able to send within one domain but not another is useful evidence, but does not by itself establish the cause.
Are there sending limits?
Microsoft applies limits to help prevent spam and abuse. New Outlook.com accounts may have lower sending limits until they establish a trusted history.
Edison Mail cannot increase those limits or confirm when Microsoft will change them. Moving an account to Microsoft Graph does not remove Microsoft’s sending policies.
My work or school account asks for administrator approval
Microsoft 365 accounts may require approval for Edison Mail’s updated connection.
First, update Edison Mail to the latest version available in PlayStore or Apple App Store depending on what device you're using and add the mailbox using “Office 365.”
- If you are an authorized Microsoft 365 administrator, select the administrator sign-in option on Microsoft’s approval screen and review the requested permissions.
- If you are not an administrator, select “Return to the application without granting consent.” Back in Edison Mail, select “Get Approval Link” and share it with your IT administrator.
- If Microsoft instead asks for a justification, enter the reason you need access, submit the request, and contact IT to review it.
After your administrator confirms approval, sign in again using your own mailbox account. Edison Mail cannot grant approval on your organization’s behalf.
Should I remove and re-add the account?
Reconnecting can help when the account uses an incorrect or outdated setup. For example, a Microsoft 365 mailbox added through another account option should be added through Office 365.
Save any unsent messages before removing an account. Removing its connection from Edison Mail does not delete messages stored with Microsoft.
If you have already reconnected and the same issue continues, tell support what happened rather than repeatedly removing and adding the account.
Still need help?
Contact mailsupport@edison.tech and include:
- The affected email address and whether it is personal or work/school email.
- Your device model, operating system version, and Edison Mail version.
- Whether sending and receiving work in Outlook on the web.
- The exact error shown in Edison Mail.
- Whether the issue happens on Wi-Fi, mobile data, or both, with any VPN temporarily disabled.
- Any troubleshooting already completed.
Screenshots or a short screen recording can help. Hide passwords, verification codes, and private message content before sharing them.
We understand how disruptive unreliable email can be. These details help us distinguish Microsoft account restrictions from connection or synchronization issues while work on the transition continues.