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Outlook integration troubleshooting

 

Have you encountered any issues while trying to use the Gmail Integration? Don't worry! Here's a guide on how to easily resolve the most common issues.

 

What to do when the integration is not working

If you are not able to set up the integration and you receive the following error message: "Microsoft has not enabled your Outlook mailbox for integrations", then it's likely that your account is currently not able to integrate.

This error can occur if the mailbox is on a dedicated Microsoft Exchange Server and is not a valid Office 365 mailbox. Check out Microsoft's documentation on this issue to take steps towards resolving this error.

If you are not receiving an error message, read on for a few troubleshooting steps that commonly resolve Outlook integration issues.

 

Refreshing your integration

If your integration is not working, you can recreate the integration with a new connection. To do so, click on the integration button located on the upper right of your screen. Once in the Automation center, select Board automations

Navigate to the Connections tab and click on it. Next, click on the three dot menu on the right side of your Outlook integration.Group 64 - 2024-11-04T172130.410.png 

You can then select Reconnect. From there, you'll be able to reconnect your account. You'll also be able to change to another account if you need to.Screenshot 2024-11-04 at 17.22.03 1.png

 

Refresh connection from a template

 

Note: This option will only be helpful if someone has changed something with the authorization settings in Outlook.  If this is the case, then you can unsync the integration by following the below steps.

 

 

Go back to your board and click on the integration button located on the upper right of your screen. Once in the center, select Board automations. Next, click on the three dot menu icon, and then the Edit button next to your connected email. Group 64 - 2024-11-04T154015.557.png

 

Next, click on use another account as below:Group 64 - 2024-11-04T153749.608.png 

Note:  This step is very important, you have to choose Use another account as this action will refresh the connection. Please note that you can use the same login credentials when choosing this option so don't worry.   

   

Integration is creating multiple items

Is your integration creating multiple items and you aren't sure why? When moving an email to a different folder manually in Outlook, the integration is triggered. This results in the integration creating multiple items. The solution is to create a rule in Outlook to automatically move the email instead of moving it manually. 

 

Why was my Outlook integration disabled?

Your Outlook integration will be disabled in the following situations:

 

Using a Private account

The Outlook integration can only be created using a work account and not a private account. If for some reason, you were able to connect to a private account you'll receive the a notification that says: "An outlook integration has been disabled because the outlook account is private, click here to go to the relevant board". 

It will then be followed by the following error message in the integration tab: "You can't use this Outlook account within an Outlook integration". 

To reactivate the integration, please recreate it using your work account. 

 

Your business account doesn't have an online exchange inbox

If your business account doesn't have an online exchange you will not be able to log in to https://outlook.office365.com/mail/inbox. If you have a business paying account that doesn't have an online exchange you'll see an error message reading: "Something went wrong".

oops_1.png

To learn more about this scenario please check out this link.

In your monday account, you'll receive a notification that says "An outlook integration has been disabled because the outlook account is private, click here to go to the relevant board."

It will be followed by the following error message in the integration tab: "You can't use this Outlook account within an Outlook integration."

 

An admin set up two-factor authentication (2FA)

When an admin enforces 2FA after you have already set up a connection, your integration will be disabled because the connection is no longer authorized. To correct this problem, set up the Outlook integration again to create a new connection.

 

The monday.com connection was revoked on Outlook

You or an Admin can revoke monday.com's ability to interact with your Outlook account. This is done via Outlook. If you've done this by mistake, simply set up a new integration using your account credentials. If an Admin on your Outlook account has made this change, you must reach out to your Outlook Admin or your IT department.

 

Connection expired

The last possibility is that your connection was inadvertently broken. This can happen when your token has not refreshed and your connection expires. It can also happen when the password for your Outlook account is changed. The solution is to reconnect to Outlook by going through the steps to set up a new integration and connecting your accounts.

 

Note: If you have any additional questions or need any additional clarifications please let us know using our contact form. Please make sure to send us a screenshot of the error message you're seeing in both monday.com and https://outlook.office365.com/mail/inbox.

If you have any questions, please reach out to our team right here. We’re available 24/7 and happy to help.