Microsoft 365 is reliable, but it does have outages, and an hour without email can cost a trading desk or a family office real money. If you are an Identiom client, you already have a way to keep working.
Step 1: check whether the problem is yours or Microsoft’s
If Outlook will not connect, try Outlook on the web at outlook.office.com from another device or network. If that fails too, check the Microsoft 365 service status page. If Microsoft reports an incident, the problem is on their side and your emergency service is the quickest route back to your mail.
If the status page shows no problems, call or email us. The fault may be your device, your network or your account.
Step 2: open your emergency email service
We protect client email with either Mimecast or Hornetsecurity. Both keep a copy of your recent mail outside Microsoft and let you send and receive while Microsoft 365 is unavailable.
- Mimecast clients: go to the Mimecast login page and sign in to the Personal Portal with your work email address.
- Hornetsecurity clients: go to the Hornetsecurity emergency webmailer and sign in with your work email address.
If you are not sure which one your firm uses, your onboarding pack tells you, or you can ask us. Links to both are on our client support page.
Step 3: tell us
Raise a ticket or call us so we can confirm the scope of the outage and keep you updated. When Microsoft 365 recovers, the service delivers the mail it held during the outage to your mailbox.
Prepare now, not during the outage
Bookmark the right emergency link on your phone and laptop today, and make sure you can sign in. A test when everything works saves time when it does not.