Summary

This guide helps you troubleshoot and resolve: Setting up business email on mobile. Follow the steps below to fix the issue.

Common Causes

Problem

You need to set up your company email on your smartphone or tablet to send and receive work emails on the go.

Prerequisites

• A smartphone or tablet (iPhone, Android, iPad)
• Your company email address and password
• Access to your company's email server (Exchange, Microsoft 365, or Google Workspace)
• Company approval to use personal devices (check your IT policy)

Solutions

Method 1: Use the Outlook App (Recommended)

For iPhone/iPad:

1. Open the Microsoft Outlook app in the App Store and tap Get.
2. Install the app.
3. Open Outlook and tap Get Started.
4. Enter your company email address.
5. Tap Add Account.
6. Sign in with your Microsoft 365 credentials (email and password).
7. Complete two-factor authentication if prompted (authenticator app or SMS).
8. Allow permissions for contacts, calendar, etc.
9. Your email will begin syncing automatically.

For Android:

1. Open the Microsoft Outlook app in Google Play and tap Install.
2. Follow the same steps as for iPhone above.

Method 2: Native Email App (Exchange ActiveSync)

iPhone (Mail app):

1. Open Settings → Mail → Accounts → Add Account.
2. Select Microsoft Exchange.
3. Enter your email address and a description.
4. Sign in with your Microsoft 365 account.
5. Enable Mail, Calendar, and Contacts as required.
6. Tap Save.

Android (Gmail app):

1. Open the Gmail app → tap your profile icon → Add account.
2. Select Exchange.
3. Enter your email address and tap Next.
4. Sign in with your company credentials.
5. Complete two-factor verification if required.
6. Configure sync settings to your preference.

Google Workspace Setup in Native Mail Apps

If your organisation uses Google Workspace, use the following steps for native apps:

1. iPhone (Mail app): Open Settings → Mail → Accounts → Add Account → Google. Sign in with your Google Workspace email and password.
2. Android (Gmail app): Open the Gmail app → tap your profile icon → Add account → Google. Enter your full Google Workspace email address and follow the sign-in prompts.
3. If auto-configuration fails, contact IT for the correct IMAP and SMTP server settings.

Method 3: Manual Setup (If Auto-Discover Fails)

If automatic configuration does not work, contact IT for the correct server settings. Do not guess server addresses, as incorrect settings can cause authentication failures or sync errors.

Common examples (confirm with your IT provider before use):

• Microsoft 365 Exchange: Server outlook.office365.com. Use OAuth2 or Modern Authentication where available.
• Other Exchange providers: Server address provided by your IT administrator (e.g., mail.yourdomain.com). Authentication method may differ from Microsoft 365.
• IMAP: Incoming server provided by IT (port 993, SSL/TLS).
• SMTP: Outgoing server provided by IT (port 587 or 465, SSL/TLS).

1. Contact IT for the correct server settings specific to your organisation.
2. Enter the settings in the native mail app.
3. Save the configuration and test sending/receiving a test message.

App-Specific Passwords for Two-Factor Authentication

If your account has two-factor authentication (2FA) enabled, your normal email password may not work in native mail apps. You may need to generate an app-specific password:

1. Sign in to your account security settings (Microsoft account or Google Account).
2. Locate the App passwords or App-specific passwords section.
3. Generate a new password for your mobile mail app.
4. Enter this app-specific password instead of your regular password during email setup.

Security Requirements

• MDM (Mobile Device Management): Your organisation may require you to install a management profile (e.g., Intune, MaaS360).
• PIN/Password: Set a lock-screen PIN or password on your device.
• Encryption: Ensure the device is encrypted (default on modern iOS/Android devices).
• Remote wipe: The organisation may have the ability to wipe the device if it is lost or compromised.

To enrol in MDM (if required):

1. You will receive an email with enrolment instructions.
2. Install the company management app (Intune, MaaS360, etc.).
3. Follow the on-screen setup steps.
4. Accept any security policies presented.

What You Can Do on Mobile

• Send and receive emails.
• View and respond to meeting invites.
• Access your calendar.
• Open OneDrive files directly from Outlook.
• Search your mailbox.

Removing an Email Account from a Mobile Device

Use these steps when leaving the organisation, replacing your device, or troubleshooting account issues:

iPhone/iPad (Mail app):

1. Open Settings → Mail → Accounts.
2. Select the email account you want to remove.
3. Tap Delete Account and confirm.

Android (Gmail app):

1. Open the Gmail app → tap your profile icon → Manage accounts on this device.
2. Select the account to remove.
3. Tap Remove account and confirm.

Outlook app:

1. Open Outlook → tap your profile icon → Settings (gear icon).
2. Select the email account under Mail Accounts.
3. Tap Delete Account and confirm.

Troubleshooting Mobile Email

Can't Sign In

• Verify your password is correct and not expired.
• Confirm two-factor authentication is working.
• If using a native app with 2FA, ensure you entered an app-specific password, not your regular password.
• Check that your account is still active in the organisation's directory.
• If the problem persists, Open a Ticket.

Account Locked After Multiple Failed Attempts

• Your account may be temporarily locked for security after several incorrect password attempts.
• Wait 15–30 minutes before trying again.
• Ensure no old devices are attempting to sync with an outdated password.
• Contact IT to unlock the account or reset your password if needed.

Emails Not Syncing

• Ensure the device has an active internet connection.
• Review sync settings in the mail app (e.g., sync frequency, data usage).
• Confirm the account is still enabled and not blocked.
• For broader sync issues, see Mobile app not syncing.

Email Sending but Not Receiving

• Check your incoming server settings (IMAP or Exchange) for typos.
• Verify the incoming port (usually 993 for IMAP) and SSL/TLS encryption are enabled.
• Ensure your mailbox is not over its storage quota.
• Remove and re-add the account if settings appear correct but mail still does not arrive.

App Crashes or Freezes

• Update the app to the latest version from the App Store or Play Store.
• Delete and reinstall the app.
• Check for operating-system updates on the device.

Push-Notification Failures

• Verify that push notifications are enabled for the mail app in device settings.
• Ensure the device's time and date are set to automatic.
• Check that any MDM policy does not block push services.

Certificate or Security Errors

• Make sure the device trusts the organisation's certificate authority.
• If a certificate warning appears, contact IT for the correct certificate.

Version Notes

• iOS 15 and later: Mail privacy settings may block remote content. Go to Settings → Mail → Privacy Protection to adjust.
• Android 10 and later: Battery optimisation can prevent background sync. Go to Settings → Apps → select your mail app → Battery → set to Unrestricted if emails are delayed.

Best Practices

• Prefer the official Outlook app where possible.
• Enable biometric login (Face ID, fingerprint) for added security.
• Do not save sensitive attachments locally unless required.
• Log out of the app on shared devices.
• Report lost or stolen devices to IT immediately.
• Data usage and roaming: Syncing email over mobile networks can consume significant data, especially with large attachments. When travelling internationally, enable roaming data only if required, or restrict email sync to Wi-Fi to avoid roaming charges.

Need More Help?

If you encounter any of the following, Open a Ticket:

• You cannot set up email on your device.
• You receive security-policy errors.
• You are unsure about MDM enrolment.
• Your device is not supported.

Still Having Issues?