Why can't I login?

My IMAP account details are not working

If you do not have a valid server configuration or you have different username than your email address then please let us know by reaching out to us on [e-mail] - We will need to set this up before you can login.

You can find more information about how you can obtain your IMAP login details here on the IMAP Support Page.

On odd occasions you maybe requested to type in your server and domain name

For Office 365 users, the server address is outlook.office365.com.

If you don't know what is your server and domain name, you can find them out if you go to your email setting on your phone. Here's how you can access them on iPhone:

1. Go to Settings

2. Tap on Accounts & Passwords

3. Choose email account for which you need to find out settings

4. Tap on Account

5. Take a screenshot of that and write the name of the server and domain in Loop when you want to login

If you are still unable to log in, please send us an email at [e-mail] and please include the following:

1. Your email account you like to sign in with

2. On which platform you want to sign in (mobile or desktop)

3. Attach a screenshot of these email settings

Why can't I log in successfully?

It could be your username or password

Double check that you have typed both correctly.

Alternatively, username and/or password might have expired. In that case, just ask your company's IT technician for a new username and/or password.

Your Exchange server might be too old

The oldest version we support is Exchange 2010 SP2. If you need to update your server, speak to your company's IT technician.

It could be your company's email certificate

When your company sets you up with an email address, it should be protected by something called an email certificate. This ensures the server you're using is legitimate. Currently, Loop can only support certain email certificates.

Your email might be affected by Azure Information Protection Premium P2

If you're unable to login with your Microsoft Account i.e Office 365, Outlook, live.com or Hotmail then you might have Azure Information Protection Premium P2 enabled.

If you're an Office 365 user then please speak with your IT department or visit the Office 365 admin settings page to deactivate the feature.

It could be a temporary hiccup

Occasionally, there might be a temporary issue on our side (nobody’s perfect!). In that case, please wait a few minutes, go make yourself a nice cup of coffee, and then sign up again. If you're still unable to register your email account, please let us know at [e-mail].