New Outlook 365 account sending but not receiving emails.

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AndrewClarke-1422 asked Dec 1, '21 AndrewClarke-1422 commented Dec 3, '21

New Outlook 365 account sending but not receiving emails.

I have a new Outlook 365 account that I have set up today on a mobile device and laptop. I can send from each but not receive emails. Tried a few email sources and none work, error email shows 'The message you sent to xxx.com hasn't been delivered yet due to: Communications error'.

But it will allow receipt of an email sent from self!

There seem to be a lot of similar Q&A out there but I don't have time to sift through and would appreciate some guidance. I have deleted and re-installed. No filters or rules set.

Thanks

office-exchange-online-itpro

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LuDaiMSFT-0289 · Dec 02, 2021 at 12:40 AM

@AndrewClarke-1422 Thanks for posting in our Q&A. For this issue, it is not related to windows 365. To get accurate help, I will remove windows 365 tag and add office-exchange tag.

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KaelYao-MSFT · Dec 02, 2021 at 01:19 AM

Hi @AndrewClarke-1422

To better understand your question, I would like to first confirm with you:
1.Are you using Exchange Online (Microsoft 365) for email service?
2.And what email applications are you using? Are you using Outlook for IOS/Android on mobile and Outlook for Windows on laptop?
If not, how did you configure the application?
3.Did you get this email "The message you sent to xxx.com hasn't been delivered yet due to: Communications error" when you tried to send from your mailbox to recipient@xxx.com?
If it is the case, I suppose you also have problems with sending emails as it indicates your message wasn't delivered.

If you are using Exchange Online, please login your account via this link: https://outlook.office365.com/
And check if you can receive and send without problems.

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AndrewClarke-1422 KaelYao-MSFT · Dec 02, 2021 at 10:15 AM

Hi,
Thanks for your help.

Could I provide some more detailed info which may help…

I purchased Microsoft 365 Business Standard on my IOS device (iPhone 7) and also purchased a domain name from GoDaddy. I then downloaded the Outlook application through Apple Store.

Added a new email address with the domain name to Outlook app (did I miss something here, should I have gone that through GoDaddy first and purchased an Outlook email address at additional cost? But I thought Business Standard provides an email)

I found that I can send from the new Outlook email address (tried several email destinations and all worked). But I cannot receive messages to the new Outlook email address.

When a message originates from another Outlook account managed by Mimecast then this generates the response of
"The message you sent to xxx.com hasn't been delivered yet due to: Communications error" when you tried to send from your mailbox to recipient@xxx.com? To the originator, not me.

I tried sending from a Gmail address, also message not received but in this case I had no response to the originator.

I did try sending an email from my new Outlook email address TO my new Outlook email address, and this was received.

I have logged in to my account using https://outlook.office365.com/ with exactly the same result.

I’d welcome your advice.

Thanks,
Andrew

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Answer 1 · 2021-12-03T02:50:14.29Z

KaelYao-MSFT answered Dec 3, '21 AndrewClarke-1422 commented Dec 3, '21

Hi Andrew,
Thanks for your information.

Added a new email address with the domain name to Outlook app (did I miss something here, should I have gone that through GoDaddy first and purchased an Outlook email address at additional cost? But I thought Business Standard provides an email)

Did you follow this link to add your domain to Microsoft 365?
Add DNS records to connect your domain
And since you are using Exchange Online, you may also need to add a MX record in Godaddy to point to Microsoft 365 servers in order to receive emails.
Please refer to this part: Add an MX record for email (Outlook, Exchange Online)

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AndrewClarke-1422 · Dec 03, 2021 at 10:10 AM

That's great, thanks for your help.

I added the DNS records, somehow I had managed to miss this in the set up. Works now.

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