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?
22 Replies
I have an IMAP mailbox on a custom domain that was recently migrated from one hosting provider to OVH.
The email address has not changed. It seems, that I have the same problem as in this thread.
Only the hosting provider and IMAP/SMTP server have changed.
Current OVH settings:
IMAP: imap.mail.ovh.net
Port: 993
SSL/TLS
Username: full email address
SMTP: smtp.mail.ovh.net
Port: 465
SSL/TLS
Authentication: username/password
The credentials and current server settings are definitely correct:
Webmail works.
The same mailbox works in Classic Outlook on the same PC.
The same mailbox works with other mail clients.
The problem occurs only in New Outlook for Windows.
When adding the account in New Outlook, I enter the correct OVH password. After clicking Next, New Outlook fails with:
INVALIDCREDENTIALS INTERACTIONREQUIRED
Previously, I also received:
UNKNOWN undefined
Current Session ID:
cb411338-c7af-af4S-8cOf-8cbS6d94a611
I have already tried:
removing and re-adding the account,
restarting New Outlook,
resetting New Outlook,
reinstalling New Outlook,
verifying the OVH IMAP/SMTP settings,
verifying the credentials in Classic Outlook.
None of these changed the result.
This looks very similar to the Microsoft Q&A cases from 2026 concerning migrated IMAP accounts where the email address remains the same but the IMAP server changes.
In particular, this case appears highly relevant:
“New Outlook for Windows won't add a migrated IMAP account — Cloud Mailbox stuck on old server (ImapRemoteServerInfo locked), needs service-level reset.”
Another August 2026 case reports the explicit backend error:
Changing the ImapRemoteServerInfo is not allowed
when the IMAP server was changed after a hosting migration.
Could someone familiar with the New Outlook backend please confirm whether the Microsoft Cloud account associated with my email address may still contain the old IMAP server information?
If so, is there a supported way to reset/re-provision the IMAP Cloud Mailbox so that New Outlook can register the current OVH server?
Microsoft Support has already reviewed the case and confirmed that the issue appears to require deeper investigation, but their current support channel does not have access to modify or reset the IMAP backend association.
I specifically want to use New Outlook. Classic Outlook works, but it does not resolve the New Outlook issue. New Outlook for Windows – IMAP account cannot be added after migration to a new hosting provider
I have an IMAP mailbox on a custom domain that was recently migrated from one hosting provider to OVH.
The email address has not changed. Only the hosting provider and IMAP/SMTP server have changed.
Current OVH settings:
IMAP: imap.mail.ovh.net
Port: 993
SSL/TLS
Username: full email address
SMTP: smtp.mail.ovh.net
Port: 465
SSL/TLS
Authentication: username/password
The credentials and current server settings are definitely correct:
Webmail works.
The same mailbox works in Classic Outlook on the same PC.
The same mailbox works with other mail clients.
The problem occurs only in New Outlook for Windows.
When adding the account in New Outlook, I enter the correct OVH password. After clicking Next, New Outlook fails with:
INVALIDCREDENTIALS INTERACTIONREQUIRED
Previously, I also received:
UNKNOWN undefined
Current Session ID:
cb411338-c7af-af4S-8cOf-8cbS6d94a611
I have already tried:
removing and re-adding the account,
restarting New Outlook,
resetting New Outlook,
reinstalling New Outlook,
verifying the OVH IMAP/SMTP settings,
verifying the credentials in Classic Outlook.
None of these changed the result.
This looks very similar to the Microsoft Q&A cases from 2026 concerning migrated IMAP accounts where the email address remains the same but the IMAP server changes.
In particular, this case appears highly relevant:
“New Outlook for Windows won't add a migrated IMAP account — Cloud Mailbox stuck on old server (ImapRemoteServerInfo locked), needs service-level reset.”
Another August 2026 case reports the explicit backend error:
Changing the ImapRemoteServerInfo is not allowed
when the IMAP server was changed after a hosting migration.
Could someone familiar with the New Outlook backend please confirm whether the Microsoft Cloud account associated with my email address may still contain the old IMAP server information?
If so, is there a supported way to reset/re-provision the IMAP Cloud Mailbox so that New Outlook can register the current OVH server?
Microsoft Support has already reviewed the case and confirmed that the issue appears to require deeper investigation, but their current support channel does not have access to modify or reset the IMAP backend association.
I specifically want to use New Outlook. Classic Outlook works, but it does not resolve the New Outlook issue.
Could someone help me out with this issue?
RobertSparnaaij - Hello Robert, I can imagine this is not your main topic to deal with, but will appreciate if you can help me with the same issue - new Mail host - MS keeps the old IMAP details. May I send you over my details?
Best regards
Lyubo
Hi Lyubo,
Yes, I'm currently still taking Private Messages for this topic to escalate the mailboxes to the Outlook Team for a reset.Thank you very much. I've sent you a private one with the details, funny I cannot see neither your message in my inbox nor the sent one. Hope you've received it, though.
best regards
Lyubo
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.
we are facing the exact same issue
tried clearing cache, reset, repair, removed account, updated passwords, but this email doesn't work in new outlook though it displays data from old server at the time it was migrated.
mailto:email address removed for privacy reasons is what we're trying to fix
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.
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
