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Email account changed from IMAP to Microsoft Exchange

Lynne Jardine 0 Reputation points
2026-03-26T08:29:29.3833333+00:00

Hi

I've changed my email address from an IMAP account to a Microsoft Exchange account but my Outlook app on my laptop won't find it. It keeps assuming it is the old IMAP account.

When I configure manually it comes up with a message saying "The name cannot be matched to a name in the address list".

It then just shows as a "Private folder" with no access to email content.

Any ideas on what I can do to resolve this please?

I'm not experienced with IT so will need full explanations!

Thanks

Exchange | Exchange Server | Management
Exchange | Exchange Server | Management

The administration and maintenance of Microsoft Exchange Server to ensure secure, reliable, and efficient email and collaboration services across an organization.

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  1. Lynne Jardine 0 Reputation points
    2026-03-27T10:55:50.1666667+00:00

    Hello
    I managed to resolve the issue using this help.

    https://www.fasthosts.co.uk/guides#/articles/exchange-autodiscover-troubleshooting----046e6804-eac9-4032-9a9e-b91a3d41c909

    Thanks for everyone's help.

  2. Hin-V 13,385 Reputation points Microsoft External Staff Moderator
    2026-03-26T10:35:12.3+00:00

    Hi @Lynne Jardine

    As per your description, it appears that you are experiencing an issue after changing your account type from IMAP to Microsoft Exchange in the Classic Outlook application. It seems that Outlook is still “stuck” with the old IMAP configuration and cached data, which prevents it from properly setting up the new Exchange mailbox. This is why the mailbox appears as a “Private folder” with no accessible content. 

    To troubleshoot this issue, you can try the following steps: 

    Close Outlook completely. 

    Make sure Outlook is fully closed and not running in the background. 

    Clear old saved passwords / credential. 

    Old credentials can cause Outlook to reuse the IMAP configuration. 

    In the Windows search bar (bottom left, or press Windows key + S), type Credential Manager and open it. 

    Click Windows Credentials. 

    Scroll through the list and delete any entries related to: Your email address, Outlook, Microsoft 365 / Office and Your old IMAP server or domain. 

    Remove the old Outlook profile: 

    In Windows search, type Control Panel and open it. 

    In the Control Panel search box, type Mail > click Mail (Microsoft Outlook). 

    Click Show Profiles. 

    Select your current profile (usually named Outlook or your name), then click Remove > Yes. 

    If prompted about a default profile, simply click OK. 

    You can refer via: Remove a profile - Microsoft Support 

    Delete the Outlook cache folder (clears leftover data) 

    Outlook stores temporary cached data that can interfere after a migration. 

    Press Windows key + R (opens the Run box). 

    Type the following exactly and press Enter: %LOCALAPPDATA%\Microsoft\Outlook  

    Delete the folder named RoamCache (if present).  You may also delete everything in this folder if needed, it is safe, as it only contains cache files. 

    Finally, you could try to reopen Outlook and add your Exchange account 

    Open Outlook normally. You should be prompted to Add account. 

    Enter your full email address, then click Connect / Next. 

    Enter your password when prompted. 

    Allow Outlook to auto-configure the account (it should detect Microsoft Exchange / Microsoft 365). 

    I hope this helps. 

    Please understand that our initial reply may not always immediately resolve the issue. However, with your help and more detailed information, we can work together to find a solution. 

    Note: Please follow the steps in [our documentation] to enable e-mail notifications if you want to receive the related email notification for this thread. 

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