Cannot add microsoft email to project in email settings

[Account Management]

I get an error when we try to click "Microsoft" when choosing to add external email in email settings (Channels & Self Service)

Couldn’t add email address.
Resource was not found

For some reason, since 3 days it says our email accounts cannot be connected.

We use an email such as support@cognillo.com to auto create support tickets, but it is not working and our customers all use this.

[Jayesh Raghuvanshi]

@Account Management 

Common causes and solutions include:

• The Microsoft email provider may have changed authentication requirements or API endpoints causing the "resource not found" error.
• Basic authentication is deprecated by Microsoft; Jira now needs to use OAuth 2.0 for connecting email accounts. Check if OAuth 2.0 is configured in your Jira instance for Microsoft email authentication and set up the connection accordingly.
• The email account might be incorrectly configured, disabled, or blocked in Microsoft 365 admin portal.
• The email address in use may already be assigned to another Jira Service Management project. Each email can only connect to one project’s email channel.
• Temporary Microsoft service outages or issues could cause connection errors.

To troubleshoot:

• Confirm with Microsoft 365 admin that the support@cognillo.com email is active and OAuth 2.0 permissions are granted for Jira to access it.
• In Jira, as an admin go to Project Settings > Channels & Self Service > Email Requests, try "Test connection" for the email channel.
• Remove and re-add the Microsoft email account using OAuth 2.0 authentication if available, rather than username/password.
• Check global mail settings in Jira Admin > System > Global mail settings for any restrictions or errors.
• Make sure no other Jira project is using the same email address.
• Monitor Microsoft 365 service status for any ongoing interruptions.

If the issue persists, contact Atlassian support with full error details to investigate further as this seems related to recent API/Auth changes impacting Microsoft email integration in Jira Service Management

Reference articles for help: https://confluence.atlassian.com/jirakb/resolve-email-channel-problems-in-jira-service-management-cloud-973489501.html https://confluence.atlassian.com/servicemanagementserver100/troubleshooting-issues-with-the-email-channel-1442908137.html https://learn.microsoft.com/en-us/troubleshoot/exchange/outlook-issues/outlook-connection-issues

Thanks
Jayesh R

[Marc - Devoteam]

Hi @Account Management 

Welcome to the community.

This seems to be an issue with the MS account.

• Confirm the mailbox you are trying to connect to exists and is active in your Microsoft 365 account.
• If using a shared mailbox, ensure it is correctly configured in your Microsoft Admin center.
• It can't be an email address from a DL