Forum Discussion
New Outlook: "Changing the ImapRemoteServerInfo is not allowed" after host migration
Hi everyone!
I've migrated my domain/mailbox from one IMAP host to another in May. It cannot be added to New Outlook for Windows — fails instantly with INVALID_CREDENTIALS INTERACTION_REQUIRED, even when I deliberately enter a wrong password (so it's failing before authentication is even attempted).
Using DevTools (olk.exe -devtools), the Network tab shows the real rejection from Microsoft's backend:
Changing the ImapRemoteServerInfo is not allowed. Attempted to change it from imap.olddomain.sk to imap.newdomain.sk
So New Outlook has a cloud-mailbox / connected-account shadow record for this address, pinned to the old host from a previous add attempt, and the backend refuses to update it. What I've confirmed:
- Webmail and a second mailbox on the same domain/host both work fine → not credentials, not the host.
- The account does not appear in Settings → Accounts (so I can't use "Remove from all devices" which worked on my first account).
- It's on no other device or client.
- App reset didn't help (record is server-side, not local).
- It's been ~7 weeks, so any 30-day inactivity purge hasn't cleared it
How do I get this stuck cloud-mailbox / connected-account record purged when it isn't attached to any removable account? Is there a way to force it, or does this need Microsoft backend action?
13 Replies
Hello, I have same issue like the others.
My mailbox email address removed for privacy reasons was migrated from the old IMAP server toranaga.nexloc.ro to mail.euvisajobs.com.
Outlook Classic works correctly using the new IMAP/SMTP server, and webmail also works correctly.
However, New Outlook for Windows keeps restoring the old server toranaga.nexloc.ro after saving the account settings.
Removing and re-adding the account does not resolve the issue.
Please escalate this to the Outlook Team and request a server-side reset of the IMAP provider association / ImapRemoteServerInfo for this mailbox so that it can be associated with mail.euvisajobs.com.
Thank you,
Claudiu
I'm having exactly the same issue. Whom can I reach out to at Microsoft to reset the server-side IMAP provider association / ImapRemoteServerInfo for the affected email address? I'm stuck :(
Thank you very much
cc RobertSparnaaijI'm experiencing the same problem with stale ImapRemoteServerInfo as well. Whom could I contact to address this bug? RobertSparnaaij
If you are still logged in with the account in New Outlook, remove the account via Settings-> Accounts and choose: Remove the account from all devices. This will delete the server cache as well.
If you've got a Microsoft Account, you can open a case via that account as well to request removing the cache for address that you are having issues with.
If you are still running into issues, feel free to reach out to me via a private message with the address that needs to be reset.
Please note that this will remove the entire server-side cache of the mailbox at Microsoft. You will also lose all data from any folders which do not sync with the IMAP server of your provider.
This includes all non-mail folders such as Calendar, Contacts, Tasks and Notes, as well as the Drafts folder.
This appears to be the same issue I am seeing.
I have migrated the same custom-domain email address from 123-reg to mailbox.org. The mailbox works correctly in Thunderbird and on mobile using the new mailbox.org IMAP/SMTP settings, so the credentials and mail server configuration are valid.
New Outlook, however, continues to associate the email address with the old 123-reg IMAP server and will not allow me to replace it with the new server details.
My Microsoft support ticket is 7107673760.
Could this please be escalated to the Outlook Team to reset the server-side IMAP provider association / ImapRemoteServerInfo for the affected email address?
This appears to be the same issue I am seeing.
I have migrated the same custom-domain email address from 123-reg to mailbox.org. The mailbox works correctly in Thunderbird and on mobile using the new mailbox.org IMAP/SMTP settings, so the credentials and mail server configuration are valid.
New Outlook, however, continues to associate the email address with the old 123-reg IMAP server and will not allow me to replace it with the new server details.
My Microsoft support ticket is 7107673760.
Could this please be escalated to the Outlook Team to reset the server-side IMAP provider association / ImapRemoteServerInfo for the affected email address?
Can you share your email address or domain in a private message?
I'll then escalate it for you to the Outlook Team to reset the server-side link to your provider.As an alternative, you can also open a support case by using a Microsoft Account.
i have the same issue for two emails. i have been spending some time looking for a solution and found this thread.
RobertSparnaaij I have the same issue. Can I send you the email address too?
Helm123 I've already replied to your Private message and waiting for response to it there.
First of all, thank you for the answer!
I've actually tried to open a support case first, but I could only find live chat, which went catastrophically bad :D I was basically trying to do the escalation, but couldnt get anything.
I will send you details about the email in private, thank you.
I don't think it will help in your case, but if you've tried everything else ...
See the Answer by "Hornblower409 Jun 5, 2026", "New Outlook for Windows - Force Advanced/Manual Setup" at
