New users should have a company email address and password assigned to them. When the user first opens either the web application or the desktop application, they should log in using those credentials.


Re-adding mailboxes should be done if the user is having issue with 1 or more of the following:

  • Not receiving emails from senders who have confirmed that they had sent the email to the proper recipient(s).
  • Not able to send outbound emails even with a stable internet connection.
  • Receiving an error notification from Outlook asking if the user would like to "Use a temporary mailbox or work offline".
  • Calendar events aren't syncing across devices.


To Re-add mailbox from the desktop application:

  1. In the application click "File" at the top left. 
  2. Under the "Info" section, click "Account Settings"
  3. In the "Mail" window that pops up, click "Manage Profiles" then "Show Profiles".
  4. Click "Add" then enter in the CTS email address that needs to be added.
  5. Enter in the email password and wait for it to finish setting up.
  6. Back in the "Mail" window, tick the box that says "Always use this profile" and select the profile that was just created from the drop down menu.
  7. Close this window and restart Outlook. It may take a few minutes to set up the mailbox for first time use from the application.