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EAS troubleshooting guide

If you have problems with setting up your email account with EAS, read this guide to figure out why it isn't working.

Also check out our guides for setting up EAS on specific devices
Note: If you have a large account, the initial sync can take several hours, especially in desktop clients like Outlook. Please wait until syncing has completed, before you start troubleshooting.

Step 1 - Check our status page

It's possible that you cannot log in due to maintenance our issues on our servers.

Please check our status page on status.one.com to rule out any system problems. If there no known issues, continue to the next step.


Step 2 - Log in to Webmail

Go to mail.one.com and try to log in to Webmail. That way you can make sure that the account is working as expected.

If you cannot log in, go to Mail Administration in your control panel and check or change the following settings:

  • Make sure the account is created under Accounts and not as an Alias.
  • Check that the account is active.
  • Change the password, wait 5 minutes and try to log in again.

If you still cannot log in to Webmail with your new password, please contact our support, otherwise continue this guide.


Step 3 - Limitations with using EAS

Setting up your account with EAS has some advantages over IMAP, but it also has some limitations you should be aware of. Please check the list below to see if that could explain your problem.

  • In desktop clients, EAS is only supported in Windows Outlook 2013/2016 and Windows 8/10 Mail.
  • You can sync max 50 folders and max 10.000 emails per folder.
  • In some clients Drafts, Sent and Trash folders don't sync to the correct folder.
  • Syncing of notes, reminders and tasks is not supported.
  • During the initial sync, emails read in Webmail are not marked as read in Outlook.
  • Calendar syncs 6 months in the past and 1 year in the future.
  • It is not possible to create or delete calendars.
  • You cannot move emails between accounts.
  • Not all contact field types are synced.
  • Contact photos are not synced.

Did this not explain your problem? Please continue to the next step.


Step 4 - Check your settings

Check if you are using the correct account settings in your email client. Maybe you made a typo or added an extra space.

  • User name: your complete email address
  • Password: the one you use for webmail
  • Server: m.one.com

If you are asked to enter a domain, leave this field empty.


Step 5 - Contact our support

If it still doesn't work, please contact our support so we can help you figure out what is wrong.

Tip: To be able to help you as fast as possible, please include screenshots of all settings and error messages with your support ticket. This makes it easier for us to quickly rule out certain things.

Related articles:

How do I change my mail password?
What is Exchange ActiveSync?