After closing your UGent account, you no longer have access to your UGent e-mail. We cannot give you a backup of this e-mail either.

• See https://ugentbe.sharepoint.com/sites/intranet-ict/SitePages/en/Account.aspx for active employees.
• See https://www.ugent.be/student/en/after-graduation and https://www.ugent.be/student/en/ict/ict-services/account.htm#UGentaccount for students.

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At UGent, we enforce a strict no-tolerance spam policy. Therefore, to ensure successful delivery of your emails to our UGent users, you must comply with the guidelines below.

Important: Delivery issues will persist, and our support team will be unable to assist until the administrator of the sending email server takes action to fully comply with these guidelines.

Guidelines:
1. Ensure that your mail server and client have the correct time and date settings as specified in RFC 5322.
2. Ensure that the following email headers in your message are syntactically correct: Date:, From:, To:, Reply-To:
3. Ensure that the following headers in your email are limited to one each: Bcc:, Cc:, Date:, From:, To:, Reply-To:, Subject:.
4. Immediately remove hard-bounced email addresses from your mailing list.
5. Ensure that your mail server has a static IP address.
6. Maintain valid DNS records for your domain pointing to your IP address and valid reverse DNS records of your IP address pointing to your domain. You can check your DNS configuration at https://intodns.com/.
7. Verify that your domain has a correctly configured MX or A record. You can check your MX configuration at https://mxtoolbox.com/.
8. Confirm that your email server always sends a valid HELO/EHLO value (fully qualified domain name) as specified in RFC 5321. You can check your HELO at https://www.abuseat.org/helocheck.html.
9. Ensure that your mail server(s) IPs are not listed on any known spammers' lists, such as spamhaus.org.
10. Make sure that DKIM, SPF, DMARC, MTA-STS, and BIMI are correctly configured for your email domain. Refer to https://www.usebouncer.com/email-authentication-methods-the-basics-behind-spf-dkim-dmarc-and-bimi/ for more information.

Tools:
Currently, we recommend using these tools to verify that your mail configuration is correct:

https://mxtoolbox.com
https://www.mailhardener.com/

(Nederlandstalige versie: https://otrsdict.ugent.be/otrs/public.pl?Action=PublicFAQZoom;ItemID=349)

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In the Outlook client on Windows or in the web version of Outlook

• https://ugentbe.sharepoint.com/sites/intranet-ict/SitePages/en/Gedeelde-postvakken.aspx for employees
• https://www.ugent.be/student/en/ict/ict-services/sharedmailbox for student associations

In the Outlook client on Mac

In the default Mail client of macOS it is not possible to add shared mailboxes, so use the Outlook client for shared mailboxes.

• Choose "Preferences..." from the "Outlook" menu
• Choose "Accounts"
• Choose "New account..." with the + menu at the bottom left
• Enter the email address of your shared mailbox in the search field on the next screen
• Choose "Add"

The shared mailbox is now visible in the accounts column on the left.

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You can access your e-mail through your browser or through your own mail application.

Are you using your own mail application? Then first add your UGent Microsoft 365/Exchange account in this application:

• New Outlook for Windows
• Classic Outlook for Windows
• Outlook for Mac
• Mail for Mac
• Outlook app for iOS (Phone/iPad)
• Mail app for iOS (Phone/iPad)
• Outlook app for Android

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For example, at the end of a contract or study period, it may be desirable to save your e-mail for later use in another e-mail application.

Follow Microsoft's guidelines to export your emails, contacts, and calendar in Outlook to a .pst file that you can later import back into Outlook.

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• Go to https://outlook.office.com/mail and login with your UGent credentials.
• Add the shared mailbox (procedure). You will be taken to the shared mailbox.
• Click on the cog icon in the upper right corner (Settings) and select Account.
• In the left menu, go to “Account” and then “Automatic replies”.

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Incoming mail server:

• Protocol: IMAP
• Host name: outlook.office365.com
• Port: 993
• Connection security: SSL/TLS
• Authentication method: OAuth
• Username: your UGent email address

Outgoing mail server:

• Host name: smtp.office365.com
• Port: 587 or 465
• Connection Security: STARTTLS (or 465 Connection Security: SSL/TLS)
• Authentication Method: OAuth
• Username: your UGent email address

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Check the following things:

• Your spam/junk folder: maybe the e-mail ended up there?
  • Check this folder via https://outlook.office.com/mail/junkemail
• Your mailbox rules: check that you haven't set up any rules that automatically delete or move emails from this sender.
  • Via https://outlook.office.com/mail/, you can check this via Settings (cogwheel) > E-mail > Rules
  • Via the desktop client of Outlook, you can check this via File > Manage rules and alerts
• Your junk e-mail settings: check that the sender is not unintentionally on the blocked sender list and add this sender to the safe sender list (see screenshot).
  • Via https://outlook.office.com/mail/, you can check this via Settings > E-mail > Junk e-mail
  • Via the desktop client of Outlook, you can check this via Start > Junk e-mail > Junk e-mail options

If you still cannot find the e-mail after the above information, be sure to include in a new comment relevant information such as dates (with time if possible), sender address, sender domain, subject, ... along with it.

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As an anti-spam measure, Ghent University's email servers use greylisting, among other things, which means that certain emails are first checked and only delivered to your inbox after a short delay.

If, for example, you have requested a one-time code and this code arrives late via email, request a new code immediately and it will usually arrive much faster via email.

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The UGent mail servers allow e-mails of up to 25 MB to pass through. However, it is not recommended to send e-mails of such size. Keep the size of an e-mail as small as possible (e.g. by compressing it into a zip file) or make the file available in another way, for example via Belnet Filesender.

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