Email Migration Post-Migration Guide

Your mailbox has been moved from your old Microsoft 365 environment into the AIR Microsoft 365 tenant. Your email address may have changed to follow the AIR standard format (first initial plus last name). The temporary password you received last night is good for one sign-in; you will be prompted to set your own password the first time you log in.

Follow the steps below to get back into email, OneDrive, Teams, and the rest of the Office apps. If you only use your phone for work, skip to Section B. If you hit a problem along the way, jump to Section C for the most common fixes.

Step 1: Sign In to Office 365

• Open a browser (Edge, Chrome, Firefox).
• Go to www.office.com and click Sign in.
• Enter your new email address. Click Next.
• Enter the temporary password from the secure BitWarden link you received last night. Click Sign in.

Step 2: Set Your New Password

• You will be prompted to change the password immediately.
• Current password: type the temporary password again.
• New password: at least 8 characters, with an uppercase letter, a lowercase letter, and a number.
• Confirm the new password, then click Finish.

Step 3: Set Up Multi-Factor Authentication

• On your phone, install Microsoft Authenticator from the App Store (iPhone) or Google Play (Android) if you do not have it yet.
• Back on your PC, a QR code appears.
• Open Authenticator on your phone, tap +, then Work or school account, then Scan QR code.
• Point your phone camera at the QR code on your PC screen.
• Once added, your phone will get a sign-in request. Enter the number shown on your PC screen and tap Yes to approve.

Step 4: Create a New Outlook Profile

See the KB "Setting Up Your Outlook Profile After Migration" for the full step-by-step with screenshots.

• Close Outlook if it is open.
• Open Control Panel and click Mail (Microsoft Outlook).
• Click Show Profiles > Add.
• Name the profile (AIR or your new email is fine).
• Cancel the Auto Account Setup, click OK to confirm.
• Set the new profile as Always use this profile, then click OK.
• Open Outlook, sign in with your new email and new password, approve MFA.

Step 5: Reconnect OneDrive

• Right-click the OneDrive cloud icon in the system tray (lower-right).
• Choose Settings > Account.
• Click Unlink this PC and confirm.
• Sign back in with your new email and new password.
• Choose which folders to sync, then click Start sync.

Step 6: Sign Out and Back In to the Office Apps

Word, Excel, PowerPoint, and Teams all need to be signed out of the old account and back in to the new one.

• Open Word. Click File > Account.
• Under User Information click Sign out.
• Click Sign in, enter your new email and new password.
• Repeat for Excel and PowerPoint.
• For Teams: open Teams, click your profile picture, Sign out. Then sign in with your new email.

Step 7: Final Checks

• In Outlook, send yourself a test email. Confirm it arrives and you can reply.
• Open Word and confirm the upper-right corner shows your new account name.
• If anything is missing (old emails, calendar events, files), open a help desk ticket. Do not spend a long time fighting it.

Step 1: Install or Update the Microsoft Apps

• From the App Store (iPhone) or Google Play (Android), install or update:
  • Microsoft Outlook
  • Microsoft Authenticator
  • Microsoft OneDrive
  • Microsoft Teams
  • Microsoft Word, Excel, PowerPoint (only if you actually use them)

Step 2: Remove the Old Account First

Before signing in with the new account, remove the old account from each Microsoft app and from your phone's system settings. See the KB "Removing Old Work Accounts from Your Phone" for the full walkthrough.

Step 3: Sign in to Outlook

• Open Outlook.
• Tap Get Started or Add Account.
• Enter your new email address. Tap Continue.
• Enter the temporary password from your secure BitWarden link. Tap Sign in.
• When prompted, set a new password.

Step 4: Set Up Authenticator

• Open Microsoft Authenticator. Tap + > Work or school account.
• Switch back to Outlook. On the MFA screen tap Next, then scan the QR code.
• Authenticator adds your account and starts showing the rotating six-digit code.

Step 5: Sign in to the Other Apps

• OneDrive: open the app, sign in with your new email.
• Teams: open the app, sign in with your new email.
• Word, Excel, PowerPoint: open each, tap your profile, Sign in with your new email.

Step 6: Verify

• In Outlook, send yourself a test email and confirm it arrives.
• In Teams, send yourself a chat to confirm.
• In OneDrive, browse Files and confirm your folders appear.

Authentication

• "Wrong username or password": confirm the email is your new address, not your old one. The temporary password only works once. After you set your new password, the temporary one is dead.
• Password reset email never arrived: check Spam/Junk. If still nothing, contact the help desk for a fresh temporary password.
• App keeps prompting for credentials: close the app fully, reopen, sign in again. If still looping, sign out from inside the app first, then back in.
• Authenticator will not scan the QR code: clean the camera lens, hold the phone 6 to 8 inches from the screen. Or tap "Can't scan image?" in the MFA setup for a manual code.
• Never receive the verification push: in Authenticator, confirm notifications are allowed in your phone settings. For SMS, check signal.

Mailbox

• Old mailbox still appears or new mailbox is missing: in your app's account settings, remove the old @OLD-DOMAIN.com account and re-add the new email.
• Emails not syncing or delayed: in Outlook desktop, Send/Receive All Folders. On Outlook Web, click the Refresh icon. Confirm you are Connected (bottom-right corner).
• Cannot open attachments: in Outlook desktop go to File > Options > Trust Center > Trust Center Settings and allow picture downloads. On mobile, tap and hold the attachment, then Download.
• Calendar entries missing: in Outlook My Calendars, confirm the new email's calendar is checked.
• Meeting invites still going to your old address: update the default From address. In Outlook desktop go to File > Account Settings > Account Settings > Email tab, set the new email as default.
• Recurring meeting exceptions lost: ask the help desk to recover them if the user is the meeting organizer. Otherwise, the meeting series needs to be recreated.

OneDrive and Files

• OneDrive stuck on Syncing: right-click the cloud > Settings > Account > Unlink this PC. Sign in again with new email, pick folders, sync.
• Cannot find old files or folders: on OneDrive Web (onedrive.com), check the Recycle bin. If still missing, contact the help desk.
• Old OneDrive folder still showing in File Explorer with a red X: see the SOP "Removing a Stuck OneDrive Entry from File Explorer".

Teams

• Old chats or teams missing: Teams chat history did not migrate. Confirm you are signed in with the new account. If you need conversation content from before the cutover, you need to ask the other party for it.
• Cannot join a Teams meeting: in Teams, go to the Calendar tab and click Join. If the link in your old calendar invite does not work, ask the organizer to resend the invite.

Office Apps

• "Product Activation Failed": open any Office app, go to File > Account, Sign out, then Sign in with your new email.
• Prompted to buy Office or no license shown: in the Account page click Change license and pick your AIR organization license. If it does not appear, contact the help desk to assign.
• App crashes or freezes: close and reopen. If needed, uninstall and reinstall from the appropriate store.
  

Phone-specific

• Push notifications not arriving: phone Settings > Apps > find the app > Notifications > turn on.
• Cannot attach photos or files in Outlook Mobile: phone Settings > Apps > Outlook > Permissions, confirm Photos and Files are allowed.

• Live Zoom support: 8:00 AM EST the day after your cutover. Link is in your migration emails.
• Help desk portal: https://Support.AIRControlConcepts.com
• Email: support@aircontrolconcepts.com
• Phone: (757) 317-9090

• KB: Updating Your Password and MFA After Migration
• KB: Setting Up Your Outlook Profile After Migration
• KB: Backing Up Your Browser Data Before Migration
• KB: Removing Old Work Accounts from Your Phone
• KB: Disabling OneDrive Files On Demand Before Migration

AIR IT Department | support@aircontrolconcepts.com | (757) 317-9090