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jhannell
jhannell, Computer Enthusiast
Category: Email
Satisfied Customers: 9318
Experience:  Experience in Windows environment. ASP, Visual Basic, Ajax
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2 days ago we started a trial for our business. I am unable

Customer Question

2 days ago we started a trial for our business. I am unable to change my e mail from “on Microsoft” etc and now I am being asked to authenticate myself. I do everything asked and get error, contact your local IT administrator, seriously fed up. My sign in is***@******.***.
JA: Who is your email provider (Gmail, Yahoo, Outlook, etc.)?
Customer: Smarter mail
JA: How do you usually access your email? On a phone or tablet, or through a web browser?
Customer: I want a Microsoft account on outlook to link with Clio case management system
JA: What troubleshooting have you tried?
Customer: Seriously everything
JA: Anything else you want the Email Expert to know before I connect you?
Customer: Not really, just wasting a lot of time on something that should be easy
Submitted: 7 days ago.
Category: Email
Expert:  jhannell replied 7 days ago.

Hello sir/madam, I would like to help you, please let me know when you are ready.

Customer: replied 7 days ago.
Ready
Expert:  jhannell replied 7 days ago.

Hello sir/madam,

Are you currently using a computer?

Customer: replied 7 days ago.
I am not in for remote access, I think it should be easy
Expert:  jhannell replied 7 days ago.

Can you please try to login on this page?

https://outlook.office365.com/mail/login.html

Customer: replied 7 days ago.
I can’t it will not go beyond the logo
Expert:  jhannell replied 7 days ago.

Are you currently using a computer?

Customer: replied 7 days ago.
phone, iPad and Dell laptop
Expert:  jhannell replied 7 days ago.

Can you please open this page on your Dell computer?

https://outlook.office365.com/mail/login.html

Customer: replied 7 days ago.
In the system, can you help re domain to change my long e mail address
Expert:  jhannell replied 7 days ago.

What would you like to do exactly?

Would you like to add a new email address?

Customer: replied 7 days ago.
I have an account on smarter mail***@******.*** and my colleague is***@******.***, she has a Microsoft license as well.
I would like these to be our outlook e mails, I have tried re domain and failed on all options
Expert:  jhannell replied 7 days ago.

Would you like to change your email provider to Microsoft Outlook?

Customer: replied 7 days ago.
We outlook account S but with the very long “onmicrosoft” address and would prefer that but with my current e mail address outlined earlier
Expert:  jhannell replied 7 days ago.

Do you have a subscription with Microsoft 365?

Customer: replied 7 days ago.
started 30 day trial this week
Expert:  jhannell replied 7 days ago.

Did you add your domain name?

Can you please do this?

  1. Go to the admin center at https://admin.microsoft.com.
  2. Go to the Settings > Domains page.
  3. Select Add domain.
  4. Enter the name of the domain you want to add, then select Next.
Customer: replied 7 days ago.
I enter the name stephenpinder.co.uk and I get no option to go further
Expert:  jhannell replied 7 days ago.

Can you please try to take a screenshot and then send it to me?

Customer: replied 7 days ago.
File attached (1SQ35V7)
Customer: replied 7 days ago.
Tried to
Expert:  jhannell replied 7 days ago.

Can you try to add your domain name on your Dell computer?

Customer: replied 7 days ago.
We have added text/MX but never accepts it.
Expert:  jhannell replied 7 days ago.

I am checking

Expert:  jhannell replied 7 days ago.

I am seeing that you have no MX records associated with your domain name.

When did you add it? (It takes some time)

Customer: replied 7 days ago.
Yesterday
Customer: replied 7 days ago.
Sorry TXT changed to MS=m47222404
Customer: replied 7 days ago.
Any progress
Expert:  jhannell replied 7 days ago.

Who is your domain name provider?

Can you please access your control panel and then check if your MX records are correct?

Customer: replied 7 days ago.
IONOS and hosting with Snapsis, details correct
Expert:  jhannell replied 7 days ago.

Can you please take a screenshot of your MX records and then send it to me?

Customer: replied 7 days ago.
I am told we have not set up MX record
Expert:  jhannell replied 7 days ago.

That's correct. I am not able to see the MX records associated with your domain name.

Can you try to add them again?

Customer: replied 7 days ago.
Ok the message says MX is ms47222404.msv1.invalid, can that be right
Expert:  jhannell replied 7 days ago.

You will need to use the MX records Microsoft gave you.

Do you know them?

Customer: replied 7 days ago.
When I click to verify that comes up, just tried again and invalid
Expert:  jhannell replied 7 days ago.

Your MX record must be in this format:

yourdomain-com.mail.protection.outlook.com

Customer: replied 7 days ago.
We have now added MX in that format and it is valid
Expert:  jhannell replied 7 days ago.

I am checking

Customer: replied 7 days ago.
Txt added back
Customer: replied 7 days ago.
Is it ok now to verify
Customer: replied 7 days ago.
I have to go out and will check later, do I need to follow any particular process, please confirm steps if you can
Expert:  jhannell replied 7 days ago.

When you come back, please let me know, so we can continue.

Customer: replied 7 days ago.
Just back now let’s go
Expert:  jhannell replied 7 days ago.

I am checking

Expert:  jhannell replied 7 days ago.

I am checking

Expert:  jhannell replied 7 days ago.

I am seeing that your have no MX records associated with your domain name.

Customer: replied 7 days ago.
My friend said she had done it but may take time to recognise is that right
Expert:  jhannell replied 7 days ago.

Yes, it may take some time.

We need to wait.

Customer: replied 7 days ago.
Ok
Customer: replied 7 days ago.
Tried to verify and still nothing
Customer: replied 7 days ago.
Just to be clear
MX value is stephenpinder.co.uk.mail.protection.outlook.com
TXT value is
stephenpinder.co.uk3600INTXT”MS=ms47222404”
Expert:  jhannell replied 7 days ago.

I am still unable to see the MX records associated with your domain name.

Customer: replied 7 days ago.
Very odd?
Expert:  jhannell replied 7 days ago.

Can you take a screenshot (of your domain name control panel) and then send it to me?

Customer: replied 7 days ago.
Apparently it is hosted by snapsis, I can ask for a snapshot
Expert:  jhannell replied 7 days ago.

I will be here.