Fix TouchDown Email Not Downloading After Moving to Microsoft 365
Question details
Users are unable to download or sync new emails in the TouchDown app after transitioning their email accounts to Microsoft 365.
- Product
- TouchDown / Microsoft 365
- Device & OS
- not provided
- Scenario
- Attempting to sync an existing email profile in the TouchDown mobile app after migrating the mailbox to Microsoft 365 infrastructure.
- Observed behavior
- The TouchDown app successfully connects to the account but fails to download any new emails, often displaying no error message or getting stuck in a sync loop.
Verify whether your Microsoft 365 account is a business mailbox or a personal Outlook.com account, as this dictates your security and authentication requirements. Check if your IT administrator has recently enforced Modern Authentication (OAuth2) across the organization.
Migrate to an Email Client with Modern Authentication (OAuth) Support
Because TouchDown was discontinued in 2017, it lacks support for Microsoft's Modern Authentication (OAuth2), which is now strictly required by Microsoft 365 business accounts. Upgrading to a supported email client is the only reliable and secure solution.
Microsoft has deprecated Basic Authentication for Exchange Online to improve enterprise security. Legacy apps like TouchDown that rely on basic authentication protocols will connect but fail to retrieve data, resulting in empty inboxes.
Open the TouchDown app settings and completely remove your Microsoft 365 account to prevent the app from triggering continuous authentication failures on the server.
Open your device's app store (Google Play Store or Apple App Store) and download a modern email client, such as Microsoft Outlook, which natively supports OAuth2.
Launch the new email app, select 'Add Account', enter your Microsoft 365 email address, and complete the web-based login prompt and any Multi-Factor Authentication (MFA) requests.
Check Account Type and Configure an App Password
If you are using a standard Outlook.com account or your organization temporarily allows Basic Authentication, you might be able to restore TouchDown connectivity by generating an App Password.
Try WPS Office for Your Document Needs
While resolving your Microsoft 365 email sync issues, consider WPS Office as a free, lightweight, and powerful alternative for creating and editing documents, spreadsheets, and presentations. It offers a familiar interface without heavy subscription costs.
- 1. Download the installer: Visit the official WPS Office website and download the free installer for your operating system.
- 2. Install and launch: Run the setup file and follow the on-screen instructions to install the suite on your computer or mobile device.
- 3. Open your existing files: Open WPS Office and seamlessly load your existing Word, Excel, or PowerPoint files to continue working without any formatting loss.
Frequently Asked Questions
Why did TouchDown stop working with Microsoft 365?
TouchDown was officially discontinued by its developer in 2017. As a result, it does not support Modern Authentication (OAuth2), which Microsoft 365 now mandates for securely connecting and syncing email accounts.
Can I still use basic authentication with Microsoft 365?
Microsoft has aggressively deprecated Basic Authentication for Exchange Online across all tenants to improve security. Most organizations no longer support it, which immediately breaks syncing for legacy apps like TouchDown.
What is the best mobile alternative to the TouchDown app?
Microsoft Outlook is the officially recommended mobile app for Microsoft 365 mailboxes, as it natively supports modern authentication, multi-factor authentication (MFA), and complex enterprise security policies out of the box.
Will generating an App Password fix the TouchDown sync loop?
An App Password will only fix the sync issue if your specific Microsoft 365 tenant still allows Basic Authentication for legacy protocols like Exchange ActiveSync (EAS). If your IT admin has disabled basic auth entirely, an App Password will not work.
