"Your mailbox has been temporarily moved to Microsoft Exchange server” message when an Office 365 user opens Outlook

When a user opens Microsoft Outlook and receives the following message:

 

"Your mailbox has been temporarily moved to Microsoft Exchange server.
A temporary mailbox exists, but might not have all of your previous data.
You can connect to the temporary mailbox or work offline with all of your old data.
If you choose to work with your old data, you cannot send or receive e-mail messages.
"


Important Do not choose to connect to the temporary mailbox. This may cause data loss.

 

Please try the methods below. Try Method 1 first. If that doesn't resolve the issue, go to Method 2.


Important When you remove a profile in Outlook, the data files for the accounts in the profile will also be removed. Make sure that you back up the information unless the data is stored on the server or you're completely sure that you don't need the data that's in the file.

 

Before you begin

If the user has a profile that connects though POP or IMAP or has any .pst files, back up those data files before you follow the steps in this article. 
For more information, see Export or back up email, contacts, and calendar to an Outlook .pst file.

 

Method 1: Remove all Outlook profiles except the user's primary profile

  1. Close Outlook.

  2. In Control Panel, click or double-click Mail.

    Note: To locate the Mail item, open Control Panel, and then in the search box at the top of window, type Mail.

  3. Click Show Profiles.

  4. In the Mail dialog box, select the profile that you want to remove, and then click Remove.

  5. The following warning message is displayed:

    Careful, if you remove this profile, offline cached contents for its accounts will be deleted. Learn how to make a backup of the offline .ost files for the accounts.

    Do you want to continue?

    Here's a screen shot of the warning message:

  1. After you read the warning and back up the .ost files, click Yes to continue.

  2. Repeat step 4 and step 5 for all other Outlook profiles except the user's primary profile.

  3. After you remove all other Outlook profiles except the user's primary profile, click OK in the Mail dialog box to close it.

  4. Start Outlook.

If these steps don't resolve the issue, go to Method 2.

 

Method 2: Remove the user's original Outlook profile then Create a new Outlook profile

1. Close Outlook.

2. In Control Panel, click or double-click Mail.

Note: To locate the Mail item, open Control Panel, and then in the search box at the top of window, type Mail.

3. Click Show Profiles.

4. In the Mail dialog box, select the profile that you want to remove, and then click Remove.

5. The following warning message is displayed:

Careful, if you remove this profile, offline cached contents for its accounts will be deleted. Learn how to make a backup of the offline .ost files for the accounts.

Do you want to continue?

6. After you remove all Outlook profiles click OK in the Mail dialog box to close it.

7. Delete all .ost files once they have been exported to a .pst. See How to Locate the Outlook Data File in Outlook 2013/2016

8. Follow steps below to create a new Outlook profile.

 

This article describes the process of creating new Outlook profiles (initially for a new Exchange mailbox) from the Office 365 edition of Outlook 2016. This process is necessary due to an apparent bug in Control Panel's Mail applet not being able to make a proper connection with the Exchange server with Outlook 2016 installed. This guide will allow you to create a new Exchange profile using Outlook 2016 itself as a workaround.

 

Screenshots in this guide used Outlook 2016 from Office 365 ProPlus. Standalone/Non-O365 versions of Office 2016 will follow the same steps, but the interface may appear different.

 

1. Make sure Outlook is closed.

2. Click the Windows search bar at the left hand side of the task bar, just to the right of the Windows Start button (or right-click the Windows Start button and click Run) and type in "outlook.exe /profiles", then press Enter.

 

    

3. The "Choose Profile" window will appear just as if "Prompt for profile to be used:" was selected in Control Panel's Mail applet. Click the New... button, name the new profile, then click OK.

 
    
 
    
 

4. A "Welcome to Outlook" window will appear. Enter your email address in the text field, then click the blue Connect button.

 
    
 

5. In most cases, as long as your administrator made the appropriate changes to your domain's DNS information before this process is started, Outlook will be able to determine the location of your new Exchange server automatically based on your domain and begin building your new Outlook profile. If so, skip to step 6.

    However, if Outlook is not able to determine the location of your new Exchange mailbox and you are prompted with the "Choose account type" window below, select either Office 365 (red) or Exchange (blue) depending on which hosted email service you have from us (Office 365 or AppRiver Hosted Exchange). If it still cannot make a connection even after choosing the proper account type, please contact your administrator.

 

    
 

6. The profile wizard will then display "We're getting things ready" while it builds the new profile for you. You will likely also get a separate Windows Security prompt which asks for your new Exchange mailbox's credentials. Please enter your password, check Remember my credentials (this window will re-appear each time you launch Outlook or access the account if you do not check this box), then click OK.

    
 
    
 

7. After successfully entering the correct credentials, the Profile Wizard will display "Account setup is complete" and present you with a blue OK button. BEFORE you click OK, uncheck the checkbox labeled "Set up Outlook Mobile on my phone, too" (this will send you an email with mobile app store links to the Outlook mobile app which you may not prefer). 

 
    

 

8. After clicking OK at the end of the Profile Wizard above, it will close and you will be brought back to the "Choose Profile" window we started with. Make sure the new profile you created is selected, click the Options > > button to expand the menu, check the "Set as default profile" checkbox to set your newly created profile as the default profile to launch when opening Outlook, then click OK to launch Outlook in your new profile.

 
    
 

If you are still experiencing the issue please contact Support by chat, email, or phone. Hope this helps!

 

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