Applies to

Surface Pro, Surface Pro 2, Surface Pro 3, Surface 3.

Applies to

Surface Pro, Surface Pro 2, Surface Pro 3, Surface 3.

Applies to

Surface RT, Surface 2.

Operating system:

Troubleshoot email

If you're having problems working with the Mail app or Outlook on your Surface, try these solutions.


Things to check first

First, make sure you have the latest updates installed for the Mail app, Windows, and Surface.

Windows Store apps are updated periodically by their publishers, and the updates will download and install automatically as they become available.

To check for app updates manually:

Step 1: Go to Start Windows logo, and select Store.
Step 2: Select the Account picture Account picture in the upper-right corner, and select Downloads.
Step 3: Select Check for updates.
If app updates are available, they will download and install automatically.

To check for updates to Windows and Surface, see Install Surface and Windows updates.

I can’t find the Mail app

If you removed the Mail app tile from your Start screen, you can pin it there again. Here’s how:

Step 1: Go to Start Windows logo, and select All apps.
Step 2: In the list of apps, tap and hold (or right-click) the Mail app to select it, and select Pin to Start.

If you uninstalled the Mail app, you can reinstall it from the Windows Store. For info on how to install apps, see Install and uninstall apps on Surface.

For more help, see Finding all your apps and programs.

I want to use Outlook, but I can’t find it on my Surface

To learn about your options for using Outlook on Surface Pro or Surface 3, see Install and use Microsoft Office on Surface Pro and Surface 3.

To learn how to get started with Outlook, see Basic tasks in Outlook 2013.

I can’t see my new email messages in the Mail app

If you’re not seeing new messages in an email account, try to sync the account manually.

Step 1: Go to Start Windows logo, and select Mail.
Step 2: At the top of the screen, next to the account name, select Sync Sync email icon.

To change the setting for how much email is downloaded:

Step 1: Go to Start Windows logo, and select Mail.
Step 2: In the lower-left corner, select Settings > Accounts, and select the account you want change.
Step 3: Under Download email from, select a time frame, such as The last month.
Notes
  • To save time and space, the Mail app doesn’t automatically sync every folder. You must select a folder to sync it. Once you’ve selected it, that folder syncs on the same schedule as your inbox for that account.
  • If manual syncing doesn’t solve the problem with your Outlook.com or other Microsoft email account, check the Microsoft services status page to see if there are any current issues with Outlook services. If you’re using another type of email account, such as Gmail, check their website for current service issues.

I can’t add or delete an email account

For info about how to add your email accounts, see Set up and use email.

If you want to remove an account:

Step 1: Go to Start Windows logo, and select Mail.
Step 2: In the lower-left corner, select Settings > Accounts.
Step 3: Select the account you want to remove, and select Delete account > Delete.
Note
If you remove the account you used to set up Mail, you’ll remove all of your accounts from Mail, Calendar, and People. Instead of deleting your account, you may want to stop syncing email from the account.

I get an error message when I try to add an account

If you see the error message “That email address or password didn’t work. Double-check them and try again” when you try to add a new account, the Mail app may be trying to join two accounts instead of setting one as a delegate. You can use aliases to fix this issue. See Use aliases to add email addresses to your account for more info on aliases and steps for using them.

I’m having trouble with an Exchange email account

For help setting up a Microsoft Exchange account and troubleshooting connectivity issues, see Set up your Office 365 or other Exchange-based email in Outlook 2013.

I’m having trouble with an IMAP account

Most account settings are detected automatically by the Mail app after you enter your email address and password. If your email provider uses the IMAP protocol and the Mail app can’t find settings for your email address, follow the steps below to configure account settings manually for your IMAP account.


Note
You may need to contact your email account provider to get the account settings you need to add your email account to the Mail app.
Step 1: Go to Start Windows logo, and select Mail.
Step 2: In the lower-left corner, select Settings > Accounts > Add account.
Step 3: Select Other account > IMAP > Connect.
Step 4: Enter your email address and password, and select Connect.
The Mail app will try to determine your email account settings. If the Mail app can’t locate your account, you’ll see the message "We still can’t find settings for email@address.com."

You will be asked to provide the following additional information:

  • User name
  • Password
  • Incoming (IMAP) email server name
  • Incoming (IMAP) email server port
  • Outgoing (IMAP) email server name
  • Outgoing (IMAP) email server port
  • Note
    For email server information, contact your email provider.

    If Use the same username and password to send and receive email is unchecked, you’ll see two additional text fields—Username and Password—for the outgoing email server (SMTP).


Step 5:Enter the information, and select Connect.
When the Mail app finds your account, it will add the new account to your list of available accounts.

Gmail: I can’t add my account, see new messages, or sync my calendar

Google increased its security measures to block access to Google accounts after July 15, 2014, if those accounts are set up or synced in apps and on devices that use Basic Authentication.

If you’re having trouble adding a Gmail account to Outlook, you may need to enable Basic Authentication for your Gmail account. Here’s how:

Step 1: Sign in to your Gmail account, and go to the Google Less secure apps page.
Step 2: Select Turn on.

If your Gmail account no longer syncs correctly (new messages no longer appear in Mail), or if you want to set up or fix your Google account on your Surface, you may need to remove your existing Google accounts and reconnect them. Google stopped support for new EAS (Exchange ActiveSync) connections in some cases on Jan. 30, 2013. This can cause your Google calendar to stop syncing with the Mail app. For more info, see How to Sync Google services with Windows.

I’m having trouble with attachments, messages, calendars, or contacts

For help using and managing Mail app features such as messages, calendars, contacts, or address books, see Set up and use email on Surface.


Things to check first

First, make sure you have the latest updates installed for the Mail app, Windows, and Surface.

Windows Store apps are periodically updated by their publishers, and the updates will automatically download and install as they become available.

To check for app updates manually:

Step 1: From the Start screen, tap or click Store.
(If you're using a mouse, point to the upper-right corner of the screen, move the mouse pointer down, and click Store.)
Step 2: Swipe in from the right edge of the screen, tap or click Settings, and tap or click App updates.
Step 3: Tap or click Check for updates.
Step 4: If there are app updates available, tap or click Install.

To check for updates to Windows and Surface, see Install Surface and Windows updates.

I can’t find or close the Mail app

If you removed the Mail app tile from your Start screen, you can pin it again. Here’s how:

Step 1: From the Start screen, swipe in from the right edge of the screen, and tap Search.
(If you're using a mouse, point to the upper-right corner of the screen, move the mouse pointer down, and click Search.)
Step 2: In the search box, enter mail.
Step 3: Tap and hold the Mail app or right-click to select it, and tap or click Pin to Start.

If you uninstalled the Mail app, you can reinstall it from the Windows Store (the app name is Mail, Calendar, and People). For info on how to install apps, see Install and uninstall apps on Surface.

For help closing apps, including the Mail app, see Start, find, and close apps on Surface.

I want to use Outlook but I can’t find it on Surface

To find out about your options for using Outlook on Surface Pro or Surface 3, see Install and use Microsoft Office on Surface Pro and Surface 3.

To learn how to get started with Outlook, see Basic tasks in Outlook 2013.

I can’t see all my email messages in the Mail app

If you’re not seeing new messages in an email account, try to sync the account manually.

Step 1: On the Start screen, tap or click Mail.
(If you're using a mouse, point to the upper-right corner of the screen, move the mouse pointer down, and click Mail.)
Step 2: Swipe down from the top edge, tap or click More, and then tap or click Sync.
By default, the Mail app keeps email messages for only two weeks. You can still find older messages by opening the Search charm in Mail.

To change the setting for how much email is downloaded:

Step 1: On the Start screen, tap or click Mail.
Step 2: Swipe in from the right edge of the screen, and tap or click Settings.
Step 3: Tap or click Accounts, and tap or click the account you want change.
Step 4: Under Download email from, select a timeframe, such as The last month.
Notes
  • To save time and space, the Mail app doesn’t automatically sync every folder. You must tap or click a folder to sync it. Once you’ve selected it, that folder syncs on the same schedule as your inbox for that account.
  • If manual syncing doesn’t solve the problem, check the Microsoft services status page to see if there are any current issues with Outlook services.
  • To learn more about syncing accounts and individual folders, see Mail app for Windows.

I can’t add or delete an email account

For info about how to add your email accounts, see Set up and use email.

If you want to remove an account:

Step 1: From the Start screen, tap or click Mail.
Step 2: Swipe in from the right edge of the screen, and tap or click Settings.
(If you're using a mouse, point to the upper-right corner of the screen, move the mouse pointer down, and click Settings.)
Step 3: Tap or click Accounts.
Step 4: Tap or click the account you want to remove, and tap or click Remove account or Remove all accounts.

If you remove the account you used to set up Mail, you’ll remove all of your accounts from Mail, Calendar, and People. Instead of deleting your account, you may prefer to stop syncing mail from the account.

I get an error message when I try to add an account

If you see the error message, “That email address or password didn’t work. Double-check them and try again” when you try to add a new account, the Mail app may be trying to join two accounts instead of setting one as a delegate. You can use aliases to fix this issue. See Use aliases to add email addresses to your account for more info on aliases and steps for using them.

I’m having trouble with an Exchange email account

For help setting up a Microsoft Exchange account and troubleshooting connectivity issues, see Set up your Office 365 or other Exchange-based email in Outlook 2013.

I can’t add a POP email account

The Mail app doesn't support adding email accounts that use Post Office Protocol (POP). If your email account uses POP and you want to access it on your Surface, see Using email accounts over POP.

Tip
Another solution is to add the POP email account to Outlook or Outlook RT instead of the Mail app.

I’m having trouble with an IMAP account

Most account settings are automatically detected by the Mail app after you enter your email address and password. If your email provider uses the IMAP protocol and the Mail app can’t find settings for your email address, follow the steps below to configure account settings manually for your IMAP account.


Note
You may need to contact your email account provider to get the account settings you'll need to add your email account to the Mail app.
Step 1: On the Start screen, tap or click Mail.
Step 2: Swipe in from the right edge of the screen, and tap or click Settings.
Step 3: Tap or click Accounts, and tap or click Add an account.
Step 4: Tap or click Other account, tap or click IMAP, and tap or click Connect.
Step 5: Enter your email address and password, and tap or click Connect.
The Mail app will try to determine your email account settings. If the Mail app can’t locate your account, you’ll see the message:
"We still can’t find settings for email@address.com."

You will be asked to provide the following additional information:

  • Username
  • Password
  • Incoming (IMAP) email server name
  • Incoming (IMAP) email server port
  • Outgoing (IMAP) email server name
  • Outgoing (IMAP) email server port
  • If “Use the same username and password to send and receive email” is unchecked, you’ll see two additional text fields—Username and Password—for the outgoing email server (SMTP).


Step 6:Enter the information, and tap or click Connect.
When the Mail app finds your account, it will add the new account to your list of available accounts.

Gmail: I can’t add my account, see new messages, or sync my calendar

Google increased its security measures to block access to Google accounts after July 15, 2014, if those accounts are being set up or synced in apps and on devices that use Basic Authentication.

If you’re having trouble adding a Gmail account to Outlook, you may need to enable Basic Authentication for your Gmail account. Here’s how:

Step 1: Sign in to your Gmail account, and go to the Google Less secure apps page.
Step 2: Select Turn on.

If your Gmail account no longer syncs correctly (new messages no longer appear in Mail), or if you want to set up or fix your Google account on Surface, you may need to remove your existing Google accounts and reconnect them. For more info, see How to Sync Google services with Windows.

Google stopped support for new EAS (Exchange ActiveSync) connections in some scenarios on January 30, 2013. This can cause your Google calendar to stop syncing with the Mail app.

I’m having trouble with attachments, messages, calendars, or contacts

For help setting or changing the default app that runs when you open an email attachment, see Choose the apps Windows uses by default.

For help using and managing Mail app features such as messages, calendars, contacts, or address books, see Set up and use email on Surface.


Things to check first

First, make sure you have the latest updates installed for the Mail app, Windows, and Surface.

Windows Store apps are updated periodically by their publishers, and the updates will download and install automatically as they become available.

To check for app updates manually:

Step 1: From the Start screen, tap or click Store.
(If you're using a mouse, point to the upper-right corner of the screen, move the mouse pointer down, and click Store.)
Step 2: Swipe in from the right edge of the screen, tap or click Settings, and tap or click App updates.
Step 3: Tap or click Check for updates.
Step 4: If there are app updates available, tap or click Install.

To check for updates to Windows and Surface, see Install Surface and Windows updates.

I can’t find or close the Mail app

If you removed the Mail app tile from your Start screen, you can pin it again. Here’s how:

Step 1: From the Start screen, swipe in from the right edge of the screen, and tap Search.
(If you're using a mouse, point to the upper-right corner of the screen, move the mouse pointer down, and click Search.)
Step 2: In the search box, enter mail.
Step 3: Tap and hold the Mail app or right-click to select it, and tap or click Pin to Start.

If you uninstalled the Mail app, you can reinstall it from the Windows Store (the app name is Mail, Calendar, and People). For info on how to install apps, see Install and uninstall apps on Surface

For help closing apps, including the Mail app, see Start, find, and close apps on Surface.

I want to use Outlook but I can’t find it on Surface

Outlook 2013 RT is included free as part of Surface 2, as well as newer Surface RT devices. If it is not already pinned to your Start screen, you can pin it again.

Step 1: From the Start screen, swipe in from the right edge of the screen, and tap Search.
(If you're using a mouse, point to the upper-right corner of the screen, move the mouse pointer down, and click Search.)
Step 2: In the search box, enter outlook.
Step 3: Tap and hold Outlook 2013 or right-click to select it, and tap or click Pin to Start.

To find out about your options for using Outlook on Surface Pro or Surface 3, see Install and use Microsoft Office on Surface Pro and Surface 3.

To learn how to get started with Outlook, see Basic tasks in Outlook 2013.

I can’t see all my email messages in the Mail app

If you’re not seeing new messages in an email account, try to sync the account manually.

Step 1: On the Start screen, tap or click Mail.
(If you're using a mouse, point to the upper-right corner of the screen, move the mouse pointer down, and click Mail.)
Step 2: Swipe down from the top edge, tap or click More, and then tap or click Sync.
By default, the Mail app keeps email messages for only two weeks. You can still find older messages by opening the Search charm in Mail.

To change the setting for how much email is downloaded:

Step 1: On the Start screen, tap or click Mail.
Step 2: Swipe in from the right edge of the screen, and tap or click Settings.
Step 3: Tap or click Accounts, and tap or click the account you want change.
Step 4: Under Download email from, select a timeframe, such as The last month.
Notes
  • To save time and space, the Mail app doesn’t automatically sync every folder. You must tap or click a folder to sync it. Once you’ve selected it, that folder syncs on the same schedule as your inbox for that account.
  • If manual syncing doesn’t solve the problem, check the Microsoft services status page to see if there are any current issues with Outlook services.
  • To learn more about syncing accounts and individual folders, see Mail app for Windows.

I can’t add or delete an email account

For info about how to add your email accounts, see Set up and use email.

If you want to remove an account:

Step 1: From the Start screen, tap or click Mail.
Step 2: Swipe in from the right edge of the screen, and tap or click Settings.
(If you're using a mouse, point to the upper-right corner of the screen, move the mouse pointer down, and click Settings.)
Step 3: Tap or click Accounts.
Step 4: Tap or click the account you want to remove, and tap or click Remove account or Remove all accounts.

If you remove the account you used to set up Mail, you’ll remove all of your accounts from Mail, Calendar, and People. Instead of deleting your account, you may prefer to stop syncing mail from the account.

I get an error message when I try to add an account

If you see the error message, “That email address or password didn’t work. Double-check them and try again” when you try to add a new account, the Mail app may be trying to join two accounts instead of setting one as a delegate. You can use aliases to fix this issue. See Use aliases to add email addresses to your account for more info on aliases and steps for using them.

I’m having trouble with an Exchange email account

For help setting up a Microsoft Exchange account and troubleshooting connectivity issues, see Set up your Office 365 or other Exchange-based email in Outlook 2013.

I can’t add a POP email account

The Mail app doesn't support adding email accounts that use Post Office Protocol (POP). If your email account uses POP and you want to access it on your Surface, see Using email accounts over POP.

Tip
Another solution is to add the POP email account to Outlook or Outlook RT instead of the Mail app.

I’m having trouble with an IMAP account

Most account settings are automatically detected by the Mail app after you enter your email address and password. If your email provider uses the IMAP protocol and the Mail app can’t find settings for your email address, follow the steps below to configure account settings manually for your IMAP account.


Note
You may need to contact your email account provider to get the account settings you'll need to add your email account to the Mail app.
Step 1: On the Start screen, tap or click Mail.
Step 2: Swipe in from the right edge of the screen, and tap or click Settings.
Step 3: Tap or click Accounts, and tap or click Add an account.
Step 4: Tap or click Other account, tap or click IMAP, and tap or click Connect.
Step 5: Enter your email address and password, and tap or click Connect.
The Mail app will try to determine your email account settings. If the Mail app can’t locate your account, you’ll see the message:
"We still can’t find settings for email@address.com."

You will be asked to provide the following additional information:

  • Username
  • Password
  • Incoming (IMAP) email server name
  • Incoming (IMAP) email server port
  • Outgoing (IMAP) email server name
  • Outgoing (IMAP) email server port
  • If “Use the same username and password to send and receive email” is unchecked, you’ll see two additional text fields—Username and Password—for the outgoing email server (SMTP).


Step 6:Enter the information, and tap or click Connect.
When the Mail app finds your account, it will add the new account to your list of available accounts.

Gmail: I can’t add my account, see new messages, or sync my calendar

Google increased its security measures to block access to Google accounts after July 15, 2014, if those accounts are being set up or synced in apps and on devices that use Basic Authentication.

If you’re having trouble adding a Gmail account to Outlook, you may need to enable Basic Authentication for your Gmail account. Here’s how:

Step 1: Sign in to your Gmail account, and go to the Google Less secure apps page.
Step 2: Select Turn on.

If your Gmail account no longer syncs correctly (new messages no longer appear in Mail), or if you want to set up or fix your Google account on Surface, you may need to remove your existing Google accounts and reconnect them. For more info, see How to Sync Google services with Windows.

Google stopped support for new EAS (Exchange ActiveSync) connections in some scenarios on January 30, 2013. This can cause your Google calendar to stop syncing with the Mail app.

I’m having trouble with attachments, messages, calendars, or contacts

For help setting or changing the default app that runs when you open an email attachment, see Choose the apps Windows uses by default.

For help using and managing Mail app features such as messages, calendars, contacts, or address books, see Set up and use email on Surface.