Jul 17 2020

Update as at 11am on Friday 17 July

Now that the process of transferring student email accounts is complete, if you use an app to send and receive email on your phone, computer, or other device, you will need to remove and re-add your email account. Until you re-add your account, it may appear like you are not able to send and receive email.

This is because your mailbox is now hosted in a different location, but your app cannot automatically detect the change.

Find out more about how to do this by visiting this page.

Update as at 9.30am on Friday 10 July

The process for transferring student email accounts has now been completed, and students are now able to access their Royal Holloway mailboxes and send and receive new emails.

Any email sent to you during the downtime won’t have been received and will need to be re-sent.

It will take a few more days for some of the older content (emails, calendar items, OneDrive content) to appear in your account.  Our IT team anticipate this will be finished by Monday 20 July at the latest.

We thank you for your patience during this time, this change will provide significant benefits for your teaching and learning experience moving forwards.

If you have any questions or encounter any issues, please log a call via the IT Service Desk:

Update as at 5pm on Thursday 9 July

Testing of student email accounts is currently ongoing and we will provide a further update in the morning.

Update as of 4pm on Tuesday 7 July

The process for transferring student email accounts across to the new platform is ongoing and, due to unforeseen circumstances, is taking slightly longer than expected.  Our external partners have indicated that it could take up to an additional 48 hours to complete but the aim is to get student email access available as soon as possible. 

Our IT team are working with an external partner and Microsoft to get student email accounts back online as soon as possible and are treating this with the highest priority. 

We apologise for any inconvenience the delay may cause, but it is essential this work is done to fully support Microsoft Teams and other functionality for the start of term in September.

Campus Connect and other applications remain available for use.

Update as of 5pm on Friday 3 July

We are changing the system that hosts student email accounts to make it easier for you to collaborate with your tutors and other students. These changes will make sure you are able to participate fully with flexible teaching and learning from September 2020 on platforms such as Microsoft Teams.  

In order to achieve this, your Royal Holloway email account will be unavailable on Monday 6 and Tuesday 7 July 2020. During this time, you won’t be able to log in, send, or receive any email.  Emails sent to you over these two days will not be delivered and the sender will receive a report to say that the email was undeliverable.  

From 9am on Wednesday 8 July you will be able to log in, send, and receive emails as normal, though you may not be able to see some of your older messages. Your mailbox content will take up to ten days to migrate across.  

Whilst the email service is down you will still be able to log in to other systems, such as Campus Connect and Moodle.   

Discover more and read our FAQs on this page