Troubleshooting Office 365 email channels

You may experience alerts or sending errors related to your Office 365 email channels. You may see these error messages appear both as a pop-up and as a banner applied to a message you are attempting to send. Here we explore some of the most common issues and how to address them.

• What happened: When attempting to send this message via Office 365, Office 365 responded with an error message due to permissions set for that email address.

• Recommended actions: Reauthorize the channel with an Office 365 user with the correct permissions.

• What happened: When Front's connection to a Office 365 account is cut off, it's typically because something changed on the Microsoft side - a password update, a change to account permissions, OAuth token expired from prolonged inactivity, or the Front app's access being adjusted in your Microsoft Entra tenant.

• Recommended actions: Reauthorize the channel with an Office 365 user with the correct permissions.

• What happened: When attempting to send this message via Office 365, Office 365 responded with an error message due to permissions set for that email address. This is caused by the Office 365 user who authenticated this email channel not having the correct permissions set in Office 365 to send on behalf of that user.

• Recommended actions: See Microsoft's documentation to review Microsoft's explanation of why you are seeing this error, and what you can do to resolve it.

• What happened: The mailbox storage quota for this address has been exceeded within Office 365. You won’t be able to send or receive messages until more storage space is cleared up. We do not implement storage quotas at Front, but because your Front account lays on top of Office 365 as a mail provider, this is impacting your ability to send and receive emails in Front as well.

• Recommended actions: Delete or archive emails within the Office 365 mailbox, or ask your IT admins to increase the storage size for this account.

  • For more information, see Microsoft’s documentation on storage limits.

  • Once space is freed (or the quota increased), Front's sync resumes automatically - no reauthorization is required.

  • If new mail still doesn't appear in Front after a few hours, reauthorize the channel. If you've reauthorized and are still missing new mail, contact Front's support team with the message ID (from your email header) for an email you can see in Office 365, but is missing in Front.