Office 365 Frequently Asked Questions


  • In order to log in to Office 365 websites and applications please type your username as The regular email address (, still works for all non-Office 365 log in pages.
  • The table Below shows the clients available and the client’s compatibility with Office 365.
 This client is able to perform all of the functions very well, with few or no issues.
 This client has limited support of some basic functions (You may only Send/Receive Email and access your Calendar).
 This client is not able to perform most of the functions; a different client is needed to complete these functions.

*  For a full Office 365 experience please use the recommend clients below. *

Web / Desktop / Mobile Client Compatibility
 Outlook Web App (Win, Mac, Linux)  (Recommended)
 Outlook 2016 (Win, Mac)  (Recommended)
 Outlook 2013 (Win)
 Outlook 2011 (Mac)
 Outlook 2010 (Win)
 Outlook 2007 (Win)
 Apple Mail and Calendar (Mac)
 iPhone / iPad (iOS) – Mail and Calendar
 iPhone / iPad (iOS) – Outlook App  (Recommended)
 Android – Email App
 Android – Outlook App  (Recommended)
Thunderbird (Win, Mac)
Alpine or Pine

What is Office 365?

“Office 365” refers to subscription plans that include access to Office applications plus other productivity services that are enabled over the Internet (cloud services). Skype for Business web conferencing, Exchange Online hosted email, as well as online storage with OneDrive are examples of the services available via Office 365.

Many Office 365 plans also include the desktop version of the latest Office applications, which users can install across multiple computers and devices. The Office 365 plans that are online-only are a great choice for certain business needs, and they are compatible with desktop clients of the following Office versions:

  • Office 2007 (with slightly limited functionality)
  • Office 2008 for Mac
  • Office 2010
  • Office 2011 for Mac
  • Office 2013 (Mac and Win)
  • Office 2016 (Mac and Win)

Office 365 for business is free for all current students, faculty and staff members at UNC Chapel Hill. Once onyen affiliation with UNC Chapel Hill is lost, access to Office 365 applications will no longer be available.

“Microsoft Office” is the name we still use for our familiar Office software. Office suites have traditionally included applications such as Word, Excel, PowerPoint, and Outlook. All the new Office suites (for example, Office Standard 2016) include the latest versions of these applications. These suites can be installed on only one PC and do not come with any cloud-based services included in Office 365.

Where can I find help?

As always, you can visit or call 962-HELP.

Will there be any differences between student and employee accounts?

There will be no differences.

Can I combine my personal and my University Microsoft account?

The university does not recommend merging your personal and University Microsoft account. However, you can have both accounts in one client.

Can I add my picture to my profile?

How do I get a brand new SharePoint Site?

In order to obtain a brand new SharePoint site please contact the ITS Service Desk by visiting

What is the new url for my SharePoint site?

Each site’s url has replaced ‘’ with ‘’. The rest of the url remains the same as it was. So ‘’ becomes ‘‘.

Am I losing any functionality?

While some SharePoint 2010 customizations are not compatible, the Office 365 SharePoint Online service offers much more than our current services.

How do I get help with SharePoint?

Please visit:

You can also always contact the ITS Service Desk at


What is HeelMail?

HeelMail is the e-mail system at the University of North Carolina at Chapel Hill. It is powered by Microsoft’s Office 365 platform. Advantages include mailbox, a calendar, and integration with the ITS-supported Microsoft applications.

How do I access HeelMail and more information about HeelMail?

Will my current email client still work?

Will my email address change?

No, your email address will remain the same.

Where will I log in for mail if I don't use an email client?

You can log in to our site. Please visit the How to log in to Office 365? document for more details on logging into Heelmail.

How do I setup my email clients?

Please visit for detail instructions.  Click on the appropriate tab for the operating system (Mac, Windows, iPhone/iPad (iOS), Android) you are using.

How big is my new Exchange Online mailbox?

50 GB.

Will UNC Chapel Hill faculty, staff and students be able to share calendars, mailboxes and other resources with other UNC Chapel Hill faculty, staff and students?


I am a delegate for my boss's email and calendar, can I still do that?

What email clients are supported? Desktop and mobile?


How do I archive my email?

What are the advantages of HeelMail?

HeelMail includes many new user-friendly features and services:

  • Integrated single sign-on — Single sign-on authentication using your Onyen, which will allow a smooth transition between other single-sign-on-enabled applications such as Sakai and ConnectCarolina.
  • Mobile phone syncing—Many smart phones can easily be configured to sync your HeelMail e-mail, calendar, and contacts.
  • Integrated calendar — Allows students, faculty, and staff to easily look-up free/busy information and schedule meetings.
  • Communication tools — Skype for Business, allowing students, faculty, and staff to chat with one another.

What is my HeelMail Quota?

The quota for HeelMail is 50 GBs.

What will happen to my account after my affiliation ends?

You will continue to have access to your HeelMail account as long as you maintain an active affiliation or as long as your onyen is valid. For more information on the Onyen policy, please visit Onyens and Data Expiration.

How do I forward my e-mails from HeelMail to another e-mail account?

You can no longer set this up at the page. You will need to configure forwarding inside HeelMail, instead. See Microsoft’s Mail Forwarding document for more information on forwarding setup.

Note: Forwarding is only allowed for Students. Faculty and Staff are not allowed to set forwarding per Email policy.

Where can I set a vacation or Auto Reply message in HeelMail?

Please visit Microsoft’s Automatic Replies Tab document.

Are there any limitations to the size of e-mails I send out, and how many people they can be sent to?

Please visit Microsoft’s Message and Recipient Limits document for information on e-mail limitations.

Yes, Onyen Forwarding will be setup during the registration process or you may go to, click on the forward email button, and set your email as

What are the supported browsers for HeelMail Accounts?

For a list of supported browsers, please visit Microsoft’s Supported Browsers document. If you are using a browser that is not on the supported list you will be directed to the Light Version of Outlook Web App (OWA). Please visit the document above for more information.

Known Issues

Will this affect my listservs?

Your Listserv subscriptions will be automatically updated when you sign up for HeelMail. If you are not able to send an email to your Listserv, after subscribing to HeelMail, then please follow the instructions below to submit a request to change your Listserv subscriptions.

To submit a request to change your listserv subscriptions, please go to
Online Help Request and state that you have migrated to and need your listserv subscriptions changed from your or to account.

What happens when my Onyen account and HeelMail account is renamed but my Old ID still shows on my HeelMail account?

You may correct the issue by doing the following:

  1. Click on Options
  2. Click on Accounts
  3. Click on Edit
  4. Edit the ID/Email field

Why can't I import my Gmail?

Microsoft has set the import not to allow Gmail connections.

Microsoft by design does not allow federated logins so you will not be able to use your Onyen and Password to login to applications such as Zune or Xbox Live. As well you can only login to one Live ID session per browser.

Can I use my Alias as from or reply to when I send emails?

No, Microsoft does not allow you to change the field or allow you to send an email on behalf of another person.

Why am I receiving a Connection To Slow Delivery Notification message?

This is a known issue by the university and Microsoft. This error occurs when the IMAP connection times out. This issue will occur on occasion and will eventually go away when we completely migrate to Office 365.

Mail Client

How can I connect my non-UNC e-mail accounts (Gmail, Yahoo, etc..) to HeelMail?

To connect non-UNC e-mail accounts (Gmail, Yahoo, etc…) to HeelMail, so you can read all of your e-mails in one place, follow the instructions on Microsoft’s Connected Accounts Tab document.

Can I use my preferred e-mail program to access HeelMail?

Yes. To access HeelMail from e-mail programs, ITS recommends Outlook, which can directly connect to an Exchange server. This allows you to have your e-mail, calendar and contacts in one application. However, any IMAP or POP e-mail program (including Thunderbird) can be used to access HeelMail.

For instructions on how to set up HeelMail on your preferred e-mail program, please visit Microsoft’s Email Setup document.

How to Configure Desktop Client?

When configuring a Desktop Client make sure that you use your full email address (i.e. for faculty/staff; for students) as the username. All use to login.  The password will be the Onyen password.

Web Client

Does HeelMail save my sent messages?

Yes, HeelMail will save sent messages in the “Sent Items” folder. If you use a third-party program to send e-mail, you may have to configure your program to save sent mail in the “Sent Items” folder.

Can I change HeelMail’s appearance?

When you view your mail through the HeelMail website, you can select one of several color themes, as well as change the layout by clicking on the “Options” menu.

Why is the Time on my Calendar Off?

Check the time zone in Options, then click on Settings and Regional.

Where is the BCC field?

When composing a new message click on the Options and there is a check box for BCC.

How do I set my Signature?

Click on the Options -> Settings -> Mail then you will be able to set your signature.


Why is Auto-discover failing in MS Outlook 2010?

There is a known issue with the auto discover feature in MS Outlook 2010 and live@edu accounts. Microsoft has released a hot-fix, which you will need to download and run with administrator rights based on your Office version. If you are doing this from a CCI computer or have had your computer reimaged by the ITRC, then you will choose the first link for the 32-bit version.

Hotfix for Microsoft Office 2010 32-bit or here


How do I set up Thunderbird to access HeelMail?

We recommend that you use an Exchange-based client such as Outlook to access HeelMail so you can get your email, calendar, and contacts in your e-mail client, but you can use Thunderbird to access your e-mail.

For instructions, please visit Microsoft’s Set Up Mozilla Thunderbird 3.0 for Your E-mail Account.

Mobile Device

Can I check my e-mail using my mobile phone?

Yes, you can check your e-mail on an Internet-enabled mobile phone.

Please refer to the links for configuration and more details:

When configuring HeelMail on my phone I'm asked to accept security profiles. What are these?

HeelMail is designed to allow you to remotely wipe your phone in case you lose it. These security profiles give HeelMail that power.

What happens if I lose my phone after configuring HeelMail on it?

If your phone connects to HeelMail using Exchange ActiveSync and you lose it, you can go to the “Phones” section of Options on the HeelMail website, select your phone, and click “Wipe Device”. This will delete all data from your mobile phone. ITS also has the ability to access your account and initiate a remote wipe of configured phones, but they will only do so if you explicitly ask them to do so.


How can I configure my Android Device for HeelMail?

Please visit HeelMail Office365 Setup on Android for configuration instructions.

iOS (iPhone, iPad, iTouch)

How can I configure my iOS Device for HeelMail?

Please visit HeelMail Office365 Setup on iOS for configuration instructions.

Why can't I access HeelMail website on my iPhone, iPad, or iTouch?

The Safari Mobile is not supported by Microsoft to allow connection to the site. For a list of supported browsers and other information, please visit Microsoft’s Supported Browsers document. In order to access your email on this device please setup the Exchange Account under the Mail Account Settings. For instructions, please visit Campus Mail Cheat Sheet for HeelMail and Exchange.

What is Office 365 Pro Plus?

Office 365 Pro Plus refers to the version of Office 2016 you can install with Microsoft’s click-to-run installer directly from your Office 365 account. To install, please see question below “How do I install Office 365 Pro Plus?“.

Features of Office 2016 downloaded via Office 365 Pro Plus:

  • More than 1 license for Office. You can install Office on 5 computers and 5 mobile devices.
  • Continual updates and upgrades to apps. You never need to install a new version of Office again.
  • When you sign into your Office 365 account, you get integration with OneDrive and SharePoint that are not available with standalone Office 2016 .

How do I install Office 365 Pro Plus?

For PCs and Macs:

  • Go to and login to your Office 365 account with your
  • Once logged in, click the “Download Office 2016” button in the upper right hand corner of your Office 365 account.
  • Run through the installation steps.
  • After Office is installed, you will see in your Office 365 account settings that you have used 1 of your licenses. You can now install Office 2016 via Office 365 ProPlus on more devices.
  • For mobile devices:
  • Go to your app/play store and search for “Office 365”. You will see a list of all of the individual Office apps you can install.
  • Choose which apps you would like to have on your mobile device and install them.
    • Options include: Outlook, OneNote, OneDrive, Word, Excel, PowerPoint, SharePoint, Skype for Business
  • When asked to login, use your credentials to connect your mobile device to your Office 365 account. Now your phone or tablet will be synced with Office 365.

Can I still use the MS Office applications installed on my computer?

Yes, while Office 365 offers your favorite desktop applications online, you can still use the current Office desktop applications. We recommend that you have the latest version of Office 2016 for better compatibility with Office 365.

Will this allow me to use Office for Android or iPhone/iPad (iOS)?

Yes, Microsoft does have applications for Android and iPhone/iPad (iOS). The University’s Office 365 license will allow you to sign in to your Office 365 account.

Please visit the following links:

Android:  Phone | Tablet

iPhone/iPad (iOS):   Phone  | Tablet

What applications are included in Office Online?

What is OneDrive?

OneDrive provides 1 TB of secure, online storage for individuals with the ability to easily create, edit, search and share files internally at UNC Chapel Hill.

For information about storing sensitive data within OneDrive, please visit:

How much storage space do I have with OneDrive?

Currently 1 TB. If you need more than 1 TB of storage space, please reach out to the ITS Service Desk at to submit a request for more space.

Beyond space, are there any other limitations?

For more information about sensitive data storage, please visit:

How can I access my OneDrive files?

  1. Go to, log in with your onyen credentials, and you will be able to access your files.

How do I upload my files?

You may go to (recommended) using an Internet Browser (Google Chrome, Mozilla Firefox, Safari or Edge).

  1. Log into the OneDrive site at
  2. Click on Files on the left hand navigation.
  3. You can either click the upload button or just drag and drop the files you want to store on OneDrive.

How can I share my files?

The University recommends only sharing with an individual person in OneDrive.  If you would like to share files with a group of people or based on an AD domain group then you should use SharePoint online.

What happens to my information in OneDrive if I leave UNC Chapel Hill?

Is my OneDrive quota separate from my email quota?


Is OneDrive secure? Is it HIPAA compliant?

For more information about sensitive data storage, please visit:

Can we share documents?

Yes, You can easily share documents with others at UNC Chapel Hill.

Can I combine my personal OneDrive account with my UNC Chapel Hill OneDrive?

No, they are separate accounts that cannot be merged.

What is Skype For Business?

Skype for Business is a communication and collaboration tool for use at UNC Chapel Hill. You can talk to others via the messaging function and also schedule online conference calls and meetings using Skype for Business. For more information on Skype for Business, visit

Skype for Business has replaced Lync on both the Mac and PC platforms. Microsoft will end mainstream support for Lync by the end of 2017, so we encourage customers to switch to Skype for Business instead of continuing to use Lync. Information on switching to Skype for Business including installation and configuration instructions can be found here.

Is there Mac support for Skype?

How do I setup a Skype meeting in Outlook?

How do I use Skype for Business from the Outlook Web App?

How do I join a Skype meeting?

Additional Skype for Business setup instructions can be found here.



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