For staff · Staff whose mailbox is moving from our own Exchange server to Exchange Online
Exchange Server to Exchange Online: staff guide
What staff need to know when their mailbox moves from Exchange Server to Exchange Online, with ready-to-send announcement, reminder and go-live emails.
What is different for you
| Item | Before | After |
|---|---|---|
| Where your mailbox lives | On [ORGANISATION]'s own Exchange server | In Microsoft 365 (Exchange Online) |
| Webmail address | [OLD WEBMAIL ADDRESS] | https://outlook.office.com |
| Outlook on your computer | Connects to our server | Asks you to restart once after your mailbox moves. Some people need Outlook set up again, and IT will help. |
| Mail app on your phone | Connects to our server | Usually keeps working. If it stops getting new mail, remove the work account and add it again. |
What stays the same
- Your email address
- Your existing email, folders, calendar and contacts. They move with your mailbox.
- The people you email and the way you address messages
- Access to shared mailboxes you use today. People who share mailboxes, and managers with their assistants, move together.
- Your password (unless IT tells you otherwise)
Your checklist
Before the move
- Note your move date: [DATE].
- Tell [IT CONTACT] by [DATE] if you manage someone else's mailbox or calendar, or someone manages yours, so you can be moved in the same group.
- Make sure you know your [ORGANISATION] password and can sign in. You may be asked for it after the move.
- If you use a laptop, leave it plugged in and connected on the evening of [DATE]. Outlook downloads a fresh copy of your mail after the move, and a big mailbox takes a while.
- Bookmark the new webmail address: https://outlook.office.com.
On the day
- The switch happens out of hours. Keep working as normal until then.
- When Outlook shows a message asking you to restart it, save any open emails, close Outlook and open it again.
- Outlook may be slow for a while as it downloads your mail. That is normal. Leave it open.
- If Outlook cannot connect, keeps asking for your password or shows an empty mailbox, contact [IT CONTACT]. It may need setting up again, which IT can do with you.
- If your phone stops getting new mail, remove the work email account from the phone's mail settings and add it again with your email address and password.
After the move
- Check that your recent emails, folders and calendar look as you expect.
- Use https://outlook.office.com for webmail from now on. The old webmail address will stop working.
- If you open a shared mailbox, check you can still see it and send from it.
- Report anything missing or odd to [IT CONTACT] so it can be fixed while the old server is still available.
Questions people ask
Will I lose any email?
No. Your whole mailbox is copied, including folders, calendar and contacts. Mail that arrives during the move is copied too.
Will my email address change?
No. You keep the same address, and people outside [ORGANISATION] will not notice any change.
Do I need to do anything on the night?
No. IT does the switch out of hours. You only need to restart Outlook when it asks.
Why is Outlook slow the first time?
Outlook builds a fresh local copy of your mailbox from Microsoft 365. Leave it open and connected and it catches up.
My phone has stopped getting email. What do I do?
Remove the work email account from the phone and add it again with your email address and password. If that does not work, contact [IT CONTACT].
I share a calendar with someone who has not moved yet. Will it still work?
Usually yes. IT moves people who share mailboxes and calendars in the same group to avoid problems. Tell [IT CONTACT] if something stops working.
We use public folders. What happens to them?
If [ORGANISATION] uses public folders, IT moves them separately after everyone's mailbox has moved. There is a short period when they are locked while the last copy runs. IT will tell you the date.
Emails you can send
Announcement (2 weeks before)
Subject: Your email is moving to Microsoft 365 on [DATE]
Hi all, On [DATE] we are moving your mailbox from our own email server to Microsoft 365. Your email address, mail, folders, calendar and contacts all stay the same. They are moving to a new home, not changing. What you need to know: - The switch happens out of hours, so you can keep working as normal. - After the move, Outlook will ask you to restart it once. Just close it and open it again. - Webmail moves to a new address: https://outlook.office.com - Your phone should keep working. If it stops getting mail, remove the work account and add it again. One thing we need from you: if you manage someone else's mailbox or calendar (or someone manages yours), please reply to [IT CONTACT] by [DATE] so we move you together. Questions? Contact [IT CONTACT] or see [HELP LINK]. Thanks, [SENDER NAME]
Reminder (2 days before)
Subject: Reminder: your email moves to Microsoft 365 on [DATE]
Hi all, A quick reminder that your mailbox moves to Microsoft 365 on [DATE], out of hours. Before you finish on [DATE]: - If you use a laptop, leave it plugged in and connected overnight so Outlook can download your mail after the move. - Make sure you know your [ORGANISATION] password. - Bookmark the new webmail address: https://outlook.office.com You do not need to do anything else. We will email you on the morning after the move. Thanks, [SENDER NAME]
Go-live (the morning after)
Subject: Your email is now in Microsoft 365
Good morning, Your mailbox moved to Microsoft 365 overnight. Here is what to do this morning: 1. Open Outlook. If it asks you to restart, close it and open it again. 2. Outlook may be slow at first while it downloads your mail. Leave it open. 3. Check your recent email and calendar look right. 4. If your phone has stopped getting new mail, remove the work email account and add it again. 5. For webmail, use https://outlook.office.com If Outlook will not connect, keeps asking for your password, or your mailbox looks empty, contact [IT CONTACT] on [PHONE OR CHAT]. We are on standby all morning. Thanks, [SENDER NAME]
Action needed: set up Outlook or your phone again
Subject: Action needed: reconnect Outlook or your phone
Hi [NAME], Your mailbox has moved to Microsoft 365, but your Outlook or phone is still trying to reach the old server. On your computer: - Contact [IT CONTACT] and we will set Outlook up again with you. It takes a few minutes, and then Outlook downloads your mail. On your phone: 1. Open the phone's settings and remove your work email account. 2. Add it again with your email address and your [ORGANISATION] password. 3. Check new mail arrives. Your mail is safe in Microsoft 365. You can read it now at https://outlook.office.com Thanks, [SENDER NAME]
Completion
Subject: Email move to Microsoft 365 is complete
Hi all, Everyone's mailbox has now moved to Microsoft 365. Thanks for your patience. A few reminders: - Webmail is now https://outlook.office.com. The old webmail address will stop working on [DATE]. - If anything is missing from your mailbox, calendar or a shared mailbox, tell [IT CONTACT] by [DATE] while we can still check the old server. Thanks, [SENDER NAME]