If you’re not getting university emails, it’s likely you’re signed in with the wrong account. Some students are still using their old Google account or a personal email instead of their new Microsoft 365 student account; this stops important messages from coming through.  

You might notice a problem if you are:  

  • Not receiving new emails from peers or staff  
  • Seeing adverts in Outlook  
  • Missing expected university notifications  

To get everything working again, follow the three steps below. Each step helps you check and fix your email on different devices. Start at Step 1 and work your way through. Don’t skip ahead, even if you think it’s already set up.  

Follow the steps below

Check Outlook on the web 

Goal: Make sure your university Microsoft 365 email is working correctly.

 
  1. Open Outlook in your web browser.
  2. Sign in with your university email address and password.
  3. Take a look in your Inbox and the “Focused” and “Other” tabs. Try searching for a recent message from the University.

  4. If you can see new messages here, perfect. This confirms your university email account is working as it should.

  5. If you don’t see any new emails in Outlook web, please contact the Service Desk for help:

Next: Head to Step 2 to check your Outlook mobile app.

Fix the Outlook mobile app 

Goal: Now that your email works in the browser, check the Outlook app to make sure it’s using your university Microsoft 365 account.

 
  1. Open the Outlook app on your phone.
  2. Go to Settings, then Accounts and check the icon beside your email:
    • Microsoft 365 Microsoft logo – correct account
    • Google Google logo – incorrect account
  3. If it’s showing a Google or personal account, remove it and add your university account. To do this:
    • Tap the Google/personal account, choose Remove Account, then Remove from device.
    • Select Add Email Account and enter your university email. If a Google account screen appears, select Done (top of screen).
    • Choose Set Up Add Account Manually, then select Microsoft 365.
  4. Once added, refresh your Inbox to make sure your latest emails appear.
Next: If your emails still don’t appear, go to Step 3.

IT Helpers support

If you’ve completed Steps 1 and 2 but are still not receiving emails, don’t worry, our IT Helpers can help you figure out what’s going on. You’ll find them in the University Library, so bring your device and student ID when you visit.

Click the button below to find out.