Microsoft 365 Alert – Service Degradation – Exchange Online – Users may be experiencing issues with accessing email messages on the iOS native mail app – RESOLVED

Announcements Arpan Das

03/03/2025 09:03:00 AM

NHSmail Reference: INC46465041

Microsoft Reference: EX1021490

Issue Status: RESOLVED

Issue Description: Users may be experiencing issues with accessing email messages on the iOS native mail app

More info: Users may be able to click “continue” when prompted and navigate back to re-entering their password to attempt to resolve impact. If users aren’t prompted but are still experiencing impact, please follow the steps in the following link:
https://support.microsoft.com/en-us/office/reconnecting-your-microsoft-365-account-to-apple-mail-83df246e-34d2-4dbb-8e37-23a90c13e16e

The problem is specific to the native mail app on iOS devices. Microsoft Outlook for mobile is not affected and can be used without issue.

Impacted users are encouraged file a support ticket with Apple to provide valuable logging information to assist with our continued joint investigation with Apple into the source of impact.

Final Update: 18/03/2025 07:46:00 AM – Microsoft have confirmed after monitoring service health telemetry that errors associated with impact have reduced to pre-impact thresholds as of Saturday, March 15, 2025, at 2:00 PM UTC. This confirms that the majority of users are no longer affected by this event and that additional remediation efforts within the Microsoft-managed environment aren’t required. As previously mentioned, users whose impact persists should follow the steps outlined in the “More info” of this communication to remediate impact.

As previously mentioned, please follow the steps outlined in the “More info” of this communication to remediate impact..

Scope of impact: Any user serviced by the affected infrastructure may experience issues with accessing email messages on the iOS native mail app.

Next steps: Microsoft will continue partnering with Apple to gain root cause insights, though this is a best-effort as the underlying issue didn’t reside within the Microsoft-managed environment.