If you are having issues with connecting your mobile device to your Exchange mailbox try the steps below:

  • Try switching to a different network. For example, if you are using network provided by your mobile carrier try switching to Wi-Fi and vice versa;
  • Power cycle the device;
  • Change Mail Days to Sync to All;
  • Verify that less than 10 devices are connected to the mailbox. To do that log in to WebMail and navigate to:

For Exchange 2016 accounts: Settings > Options > Mobile Devices:


For Exchange 2013 accounts: Settings > Options > Phone:


For Exchange 2010 accounts: Options > See all options > Phone:


For Exchange 2007 accounts: Options > Mobile Devices:


If there are 10 devices connected to your mailbox delete some old devices from the list by highlighting a device and clicking Delete button.

Important: Do not click Wipe button as it will reset your device to factory setting.

  • Try entering Domain\Username instead of email address in the username field. Correct settings can be found in CONTROL PANEL under Services > Mailboxes > Mobile > ActiveSync:


The settings are also available for end-users in My Services upon clicking ActiveSync button: