Make sure you're connecting a work account

When connecting your Microsoft 365 email, select your work account.

If you accidentally selected a personal account:

1. Disconnect your email from Follow Up Boss.
2. Reconnect your email.
3. Select your Microsoft 365 work account.

Enable SMTP and IMAP authentication

SMTP and IMAP must be enabled for your Microsoft 365 account. A Microsoft account admin must update these settings.

1. Open the Microsoft 365 Admin Portal.
2. Select Users.
3. Select Active Users.
4. Select the user's name.
5. Open the Mail tab.
6. Select Manage email apps.
7. Enable Authenticated SMTP and IMAP.
8. Save your changes.

If Authenticated SMTP and IMAP are already enabled, disable them and save your changes. Then enable them again and save.

If you don't have access to the Admin Portal, contact your system administrator and ask them to enable SMTP and IMAP.

Check for Mimecast or Proofpoint

Security services such as Mimecast or Proofpoint may prevent your email from connecting to Follow Up Boss.

To check your domain, use an MX lookup tool and review your domain's MX records. If Mimecast or Proofpoint appears in the results, the security service may be preventing the connection.

Check your inbox language

Your Microsoft email inbox must be set to English. Follow Up Boss uses folder names to connect and sync your email.

If English is already selected but your folder names aren't displayed in English:

1. Change your inbox to another language and save the setting.
2. Change the language back to English and save again.
3. Restart Outlook.
4. Confirm that your folder names now appear in English.

Troubleshoot Microsoft 365 through GoDaddy

If you use Microsoft 365 through GoDaddy and receive an error when connecting, contact GoDaddy to confirm that IMAP and SMTP are enabled for your account.

Troubleshoot Microsoft Exchange

Some company-provided email accounts restrict third-party connections for security reasons.

If your company-provided Microsoft Exchange email won't connect, contact your system administrator and ask them to enable IMAP and SMTP.

Can I connect a personal Outlook or Hotmail account?

No. OAuth isn't supported for personal Outlook or Hotmail accounts.

For full email integration with Follow Up Boss, use a supported provider such as Microsoft 365 Business or Google Workspace.

Request Microsoft admin approval

Your organization may require administrator approval before you can connect Follow Up Boss to Microsoft 365.

If you're prompted to request approval:

1. Enter a reason for requesting access.
2. Select Request approval.
3. Wait for your Microsoft administrator to review the request.

Your Microsoft administrator will receive an email with the approval request. While you're waiting for approval, you can connect a different supported email account.