Delays in provisioning of user/mailbox or synchronizing changes in Exchange Online

  • Article
  • Applies to:
    Exchange Online

Symptoms

When a user is created or changed in Microsoft 365, or synced to Microsoft Entra ID from the on-premises environment, either no mailbox is provisioned for the user, or the change isn't reflected in Exchange Online.

Resolution

Note

This feature requires a Microsoft 365 administrator account. This feature isn't available for Microsoft 365 Government, Microsoft 365 operated by 21Vianet, or Microsoft 365 Germany.

Select the button below to launch a diagnostic in the Microsoft 365 admin center. The diagnostic will guide you to resolve various error conditions that can cause mailboxes to not be created.

Run Tests: EXO Recipient Object Failures

The service typically takes less than 30 minutes to provision a user or to sync changes for a user. However, in some situations these processes can take up to 24 hours.

If the diagnostic doesn't resolve the issue, use the following steps:

  1. Verify that the user is assigned a valid Exchange Online license in the Microsoft 365 admin center.
  2. Resolve any validation errors that the user receives.
  3. Check whether a Service Health notification in the Microsoft 365 admin center applies to your environment.

If the issue persists after 24 hours, contact Microsoft Support.