I cannot acces my email after migration of emails from Zoho Mail

Question

When trying to log in, I get the following message:

What should I do ? I had created an alias mailbox "[Moderator note: Personally Identifiable Information removed]" and after that set the MX records. Now I cannot see my emails at all (HELP)

Thanks! [Moderator note: Personally Identifiable Information removed]

Answer 1

Good day René, 

Thank you for sharing the details and the screenshot. To protect the security of your information, the details you provided has been moved to a Private Message. 

Just to gently clarify before we go any further, this is a user‑to‑user support forum. I don’t have the ability to access or investigate individual accounts because this is a user-to-user support forum. Moderators and contributors, including external Microsoft employees, do not have access to internal systems or the ability to directly take action on Microsoft product features. However, I truly hope I can help review your situation, offer some guidance, and support you in finding the right next steps as best as possible.   

The error shown in Outlook on the web, especially Microsoft.Exchange.Data.Storage.InvalidLicenseException, usually means the mailbox is not properly licensed, not fully provisioned yet, or it’s not the mailbox you intended to access. 

Also, just to clarify, an email alias isn't a separate mailbox. It’s simply an additional email address linked to the same mailbox, and any emails sent to that alias will still be delivered to the user’s main mailbox. 

Please see the following workarounds that will help you verify the issue:  

Option 1: Confirm whether the mailbox actually exists 

Sign in to the Exchange admin center. 

Go to Recipients > Select Mailboxes > Search for the affected email address or user account. 

Confirm that the mailbox is listed as a user mailbox. 

If the mailbox doesn't appear, the account may not have been provisioned with an Exchange Online mailbox yet. 

In that case, the admin should first correct the license assignment, then check the mailbox again. 

Option 2: Check whether the affected account has an Exchange Online license 

Sign in to the Microsoft 365 admin center > Go to Users > Select Active users > Select the affected user account. 

Open Licenses and apps > Confirm that the user has a license that includes Exchange Online. 

Expand the apps section and make sure Exchange Online is enabled. 

Save the change if any update is made. 

After completing this step, sign out completely and try accessing Outlook on the web again using a private or InPrivate browser window. 

Option 3: Check if the address is only an alias 

1/ If the address was added as an alias to another user, please sign in using the main Microsoft 365 account that owns that alias. 

Then check the inbox of that primary mailbox, as emails sent to the alias will be delivered there, not to a separate mailbox. 

2/ In case the expectation was for this address to have its own inbox, calendar and full mailbox access, you will need to create a dedicated licensed user mailbox in Microsoft 365 admin center instead of using an alias. 

3/ For team or role-based use, a shared mailbox can be created and access granted to the appropriate users in Exchange admin center > Recipients > Mailboxes > Add a shared mailbox. 

Option 4: Contact Microsoft Support 

If the issue continues after completing these checks, I recommend creating a support ticket through the Microsoft 365 Admin Center > Support > Help & Support. 

Turn off the "Support Assistant" feature.  

Use the keyword "Support" to quickly bypass automated suggestions > Select Contact Support.  

In the ticket description, please clearly describe the issue, including any error messages or codes and the steps you’ve already tried. You can also attach screenshots or screen recordings. Additionally, sharing your preferred contact times may help the support team handle the case more efficiently.   

A technical support engineer can perform a remote session to investigate the situation, verify the backend configurations, and run any necessary synchronization tools to resolve the problem. If the issue requires further attention, they can escalate it to a specialized team for deeper analysis.    

 I hope this information is helpful. If you have any questions or need further support, please don’t hesitate to reach out at any time. 

Thank you for your patience and understanding. 

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Answer 2

The problem has been solved now, with the help of Microsoft Support. I had to cancel the license and then reactivate it. All is working fine now. Thanks again for your support!!