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Issue with Adding New Outlook Mail Account Using Custom Domain

Anonymous
2023-10-25T19:56:05+00:00

Description:

I am experiencing issues with my Outlook mail when trying to set it up with the Outlook mail account. I suspect there is a legacy issue in relation to my custom domain's DNS settings. My user account is a Microsoft Family 365 subscription, and my DNS is located at DirectNic.

What Works:

  • Mail access via Outlook Online.
  • Mail access via Windows Mail on Windows 10.
  • Mail access via Outlook Mail on my iPhone.

Issue:

  • Unable to connect my Outlook.com account in the "existing" Outlook application on Windows 10
  • Unable to connect my Outlook.com account in the "new" Outlook application on Windows 10.

DNS Configuration:

  • My custom domain's MX at direct nic is currently set to xxxxxxxxxxxxxxxx.pamx1.hotmail.com, which is functioning correctly.
  • Following current Microsoft documentation, I tried updating the MX to ****.mail.protection.outlook.com, but I don't receive any emails with that setting.
  • My CNAME is configured for autodiscover.outlook.com
  • My TXT is configured for v=spf1 include:spf.protection.outlook.com -all

Additional Concern: Given Microsoft's transition away from Windows Mail, it's crucial for me to get this issue resolved promptly to ensure uninterrupted email access. I suspect there might be a lingering configuration or compatibility issue with my custom domain. Any assistance in resolving this matter would be greatly appreciated.

Outlook | Windows | New Outlook for Windows | For business

Locked Question. This question was migrated from the Microsoft Support Community. You can vote on whether it's helpful, but you can't add comments or replies or follow the question.

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  1. Anonymous
    2023-10-26T05:09:20+00:00

    While I do notice the "Personalized email address" settings within Outlook, I don't see any related configuration beyond what's available for GoDaddy, which I don't use:

    I have instructions to use another name server but if you have a grandfathered custom domain, you don't want to do that. You'll need to keep the subscription active to keep the custom domain if you switch to the option in Outlook settings.

    I have some of the old custom domains - I'll test it with them.

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  2. Anonymous
    2023-10-26T02:42:35+00:00

    Thank you for the response. Yes, my custom account has always been designated as the primary alias. I established the custom domain quite some time ago, around the period when Hotmail transitioned to Outlook.com. Currently, I'm uncertain if there are additional settings to adjust on Outlook.com.

    While I do notice the "Personalized email address" settings within Outlook, I don't see any related configuration beyond what's available for GoDaddy, which I don't use:

    Error Message:

    Microsoft Account Settings:![Image](https://learn-attachment.microsoft.com/api/attachments/3cd2950a-d5f5-412e-b112-8b9c9e1f7bf0?platform=QnA"https://learn-attachment.microsoft.com/api/attachments/26e6392b-a01f-41cf-bc65-2bce177ac533?platform=QnA" title="filestore.community.support.microsoft.com" rel="ugc nofollow">Image

    Image

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  3. Anonymous
    2023-10-26T00:13:50+00:00

    Hi, I'm Diane and I'm happy to help you today.

    You need to use the hotmail.com mx record - mail. Protection is only for business tenants.

    Is the custom domain address set as the primary address on the account? If not, you need to add the account using the primary address - you'll be able select the custom address when you send a message.

    I use a custom domain and it works in both Outlook desktop and new Outlook - my address is set as primary.

    Let us know how it goes, we're here to help you further if needed.

    -- Diane

    Give back to the community. Help the next person with this problem by indicating whether this answer solved your problem. Click Yes or No at the bottom.

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