Set up work email on your phone or tablet
Use the Microsoft Outlook app rather than the phone's built-in mail app. It supports MFA and our security policies, keeps work data separate, and can be wiped remotely if the phone is lost.
Step-by-step troubleshooting
- 1
Install the right apps
From the App Store or Google Play install Microsoft Outlook, and Microsoft Authenticator if you don't already have it. Don't use the phone's built-in Mail app — it can't meet our security requirements and gets blocked.
- 2
Add your account
Open Outlook, tap Add Account and enter your full work email address. Leave every server setting alone — it detects Microsoft 365 automatically. Enter your password on the Microsoft sign-in page that appears.
- 3
Approve the MFA prompt
Approve the notification in Authenticator, or enter the 6-digit code. If you've just replaced your phone and Authenticator is gone, stop here and log a ticket — we need to reset your MFA before you can continue.
- 4
Accept the device policy
You may be asked to set a screen lock or PIN, or to allow the work profile. This protects the mail data, not your personal photos or apps. We can't see your personal content, only wipe the work account if the phone is lost.
- 5
Turn on calendar and contacts
In Outlook go to Settings, choose your account, then enable Save Contacts so work contacts show up in the phone dialler. Your calendar appears in Outlook's Calendar tab automatically.
- 6
Add a shared mailbox
In Outlook tap your picture, then the add icon, then Add Shared Mailbox, and enter the shared address. You must already have permission to it — if it's rejected, log a ticket asking for access.
- 7
Fix notifications
If mail arrives late, check the phone's battery saver isn't restricting Outlook, allow notifications for Outlook in the phone settings, and turn off Focused Inbox if messages seem to be missing.
Contact us straight away if…
- Your phone has been lost or stolen — phone 1300 904 635 straight away so we can wipe the work account.
- You have a new phone and can no longer approve MFA prompts.
- Sign-in is refused with a message about your device not being compliant or allowed.
Include this in your ticket
- Phone make, model and whether it's iPhone or Android
- Whether the phone is company-owned or your own
- The exact error message on screen
- Whether email works on your computer
Still stuck? We'll take it from here
Log a ticket with what you already tried and our Australian help desk will pick it up. Anything urgent, phone 1300 904 635.
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