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New Iphone 5e can send email but cannot receive. Trying to

Customer Question
merge my outlook account ? JA...
New Iphone 5e can send email but cannot receive. Trying to merge my outlook account ?
JA: How long has this been an issue?
Customer: since i purchase new phone last month at t mobile
JA: How do you access your email most often? On a phone or tablet, or through a web browser?
Customer: office computer
JA: What troubleshooting have you tried?
Customer: tried settings then add outlook account as instructed to however not sure about why i can send email and instead of seeing my address***@******.*** I get***@******.***
JA: Anything else you want the Email Expert to know before I connect you?
Customer: just want to be able to change to my email name address when sending and to find out why i can not get any emails from outlook
Submitted: 2 months ago.Category: Email
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Answered in 1 minute by:
9/7/2017
Email technician: Richard, Email Systems Specialist replied 2 months ago
Richard
Richard, Email Systems Specialist
Category: Email
Satisfied Customers: 39,396
Experience: Over 15 year experience in Email Systems and Programs
Verified

Hi there and welcome

Can you tell me the exact message you get when you try to retrieve an email?

Please let me know

Thank you

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Customer reply replied 2 months ago
Hello
I can not retrieve my out look email from my phone.
I can send email but it shows up as***@******.***,
Email technician: Richard, Email Systems Specialist replied 2 months ago

can you please hold the home and power buttons on the iPhone for aout 10 seconds until you see the apple logo then release.

Let the phone restart and tell me how it the functions

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Customer reply replied 2 months ago
comes back on with date and time showing
sent test email to my self again with same results
Customer reply replied 2 months ago
sending from my phone to business computer
can only send cannot receive any outlook mail.
Email technician: Richard, Email Systems Specialist replied 2 months ago

Thanks

Please go to settings, general, reset, reset all settings.

Once done, then try to send an email to yourself.

Let me know if it is recieved please

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Customer reply replied 2 months ago
same results
Customer reply replied 2 months ago
received email from***@******.*** ?
Email technician: Richard, Email Systems Specialist replied 2 months ago

Ok, go to settings, Mail, select the mail account and select Delete account

Then go back to settings, mail and add the account back again

Tell me if it then works please.

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Customer reply replied 2 months ago
Now I get email coming from Icloud to my business outlook computer with my name George Cannon
Email technician: Richard, Email Systems Specialist replied 2 months ago

Ok this is good correct? As you now get the emails?

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Customer reply replied 2 months ago
Icloud is the only account there which I do not use.Need to send and receive and merge outlook email only
Email technician: Richard, Email Systems Specialist replied 2 months ago

Ok, so add the outlook account now please, via Settings, Mail

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Customer reply replied 2 months ago
says account added***@******.*** now what
Email technician: Richard, Email Systems Specialist replied 2 months ago

Now try to email yourself from it please

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Customer reply replied 2 months ago
same result can send but cannot receive email from phone
Email technician: Richard, Email Systems Specialist replied 2 months ago

When you are looking at your inbox, what address does it say at the top?

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Customer reply replied 2 months ago
Just says no mail
Customer reply replied 2 months ago
If on my business computer the in box says***@******.***
On phone it just says no mail
Email technician: Richard, Email Systems Specialist replied 2 months ago

Download from the app store the app Outlook

Install it, sign in with this account and tell me what you then see please.

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Customer reply replied 2 months ago
should i delete this outlook account first
Customer reply replied 2 months ago
when I go to add a new account it offers icloud e exchange google yahoo aol outlook other. We no the outlook does not set up correctly so where do i go to
Email technician: Richard, Email Systems Specialist replied 2 months ago

No leave it there but install the outlook app from the app store please.

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Customer reply replied 2 months ago
when I hit app store it says
apple Id***@******.*** I do not use that address either and not sure how to install
Customer reply replied 2 months ago
Only switch on is under updates ?
Email technician: Richard, Email Systems Specialist replied 2 months ago

Ok, I am sorry but I do not undersand your replied... you need to install an app from the app store

Are you saying you cannot do this either?

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Customer reply replied 2 months ago
I turned on app switch and put in apple password ***** donot know where to go from there
Email technician: Richard, Email Systems Specialist replied 2 months ago

you download the app outlook, in the app store

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Customer reply replied 2 months ago
updating and loading now
Email technician: Richard, Email Systems Specialist replied 2 months ago

Install it, sign in with this account and tell me what you then see please.

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Customer reply replied 2 months ago
unable to log in please says use IMAP appears
Customer reply replied 2 months ago
unable to log in
Imap auto discovered failed
check imap server settings ?
Email technician: Richard, Email Systems Specialist replied 2 months ago

What is thename of the app you now ssee open?

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Customer reply replied 2 months ago
outlook
Email technician: Richard, Email Systems Specialist replied 2 months ago

What color is the app?

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Customer reply replied 2 months ago
blue
Email technician: Richard, Email Systems Specialist replied 2 months ago

ok, hold the home and power buttons on the iPhone, until you see the apple logo, release, let it restart then try again please

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Customer reply replied 2 months ago
asking for imap settings from internet service provider
Customer reply replied 2 months ago
use those settings to log in under advance settings
Email technician: Richard, Email Systems Specialist replied 2 months ago

use

imap-mail.outlook.com

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Customer reply replied 2 months ago
Invalid user name or password
Email technician: Richard, Email Systems Specialist replied 2 months ago

ok, this is a problem with your username or password, please try to correct it, else reset it here

https://account.live.com/password/reset

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Customer reply replied 2 months ago
resetting password ***** rule that out
Email technician: Richard, Email Systems Specialist replied 2 months ago

thanks

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Customer reply replied 2 months ago
This is the 2nd time changing the password ***** microsoft so that can't be the issue.
Imap service settings not correct. Cannot auto discover Imap ?
Email technician: Richard, Email Systems Specialist replied 2 months ago

Can you sign into the account here?

www.outlook.com

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Customer reply replied 2 months ago
In the advanced settings log in it is requesting a IMAP password ***** a SMTP password. That the same as microsoft password ?
Email technician: Richard, Email Systems Specialist replied 2 months ago

yes they are

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Customer reply replied 2 months ago
Hour and 1/2 and still no fix. I really can not spend the whole day on this with you ?
Sending a report though outlook app to microsoft ?
What are your thoughts on this ?
Email technician: Richard, Email Systems Specialist replied 2 months ago

That wont help.

I asked you to test something before, will repeat again

Can you sign into the account here?
www.outlook.com

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Customer reply replied 2 months ago
seems like it signed me in, however we are not able to see any of my emails
Customer reply replied 2 months ago
did not ask for any passwords
Email technician: Richard, Email Systems Specialist replied 2 months ago

ok, so then this is the correct account on the phone and the whole time I had it working for you originally, there are just no emails to show.,,,

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Customer reply replied 2 months ago
No sir. Still not able to receive email on phone ?
Email technician: Richard, Email Systems Specialist replied 2 months ago

But you have no emails in your account to show, you see this on the computer correct?

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Customer reply replied 2 months ago
My office computer has plenty of emails . My phone and this link has none.
Email technician: Richard, Email Systems Specialist replied 2 months ago

yes when you sign in on your account as I just had you do, you see no emails correct? On the computer

"seems like it signed me in, however we are not able to see any of my emails"

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