Troubleshooting: Microsoft Outlook Calendar Connection is Missing Events or Has Wrong Email

In rare cases, you may find that a user's connected Microsoft Outlook calendar succeeded but:

• Calendar events are not populated as expected when calling the List Calendars endpoint (0 events)
• The email address displays as [email protected] instead of the user's actual email address

Why does this happen?

This occurs when Microsoft authenticates the user into a personal Microsoft/Outlook account rather than their intended work/school Microsoft account.

This can happen because:

1. Multiple Microsoft accounts: The user has both a personal and work Microsoft account, and the OAuth flow routed to the wrong one
2. Browser cache interference: Existing Microsoft sessions in the browser cause auto-selection of the wrong account
3. Recent tenant migration: The organization recently migrated Microsoft 365 tenants, leaving stale identity associations
4. Third-party email on Microsoft account: The user has a non-Outlook email address associated with a personal Microsoft account (https://support.microsoft.com/en-us/office/outlook-com-email-account-appears-as-outlook-long-series-of-letters-and-numbers-outlook-com-in-outlook-for-windows-90ed7938-7f21-4cb5-a69d-a3b79ea4eafd)

How to Resolve

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The first thing you should do is check with the user to see if they are using an on-premise Exchange server, or hybrid setup. Unfortunately Recall's calendar integration does not support on-premise/hybrid setups with Microsoft Exchange/Outlook, so there is not a workaround for this at this time.

If they are confirmed not using a hybrid or on-premise Exchange server, you can proceed with the following steps.

Step 1: Reconnect in Incognito/Private Browser Mode

1. Open an incognito or private browsing window
2. Navigate to the calendar connection flow
3. Complete the Microsoft OAuth flow
4. Carefully select the correct work/school account when prompted

This bypasses any cached Microsoft authentication state that may be routing to the wrong account.

Step 2: Verify Account Selection During OAuth

During the Microsoft sign-in process:

• If presented with multiple accounts, ensure the correct work email is selected
• If auto-signed-in to the wrong account, click "Use another account" or sign out first
• Watch for any "Personal account" vs "Work or school account" distinction in the Microsoft prompt

Step 3: If Still Failing - Contact IT

If the issue persists after reconnecting in incognito mode, the end user's IT team should:

• Verify the user's email is properly associated with their Microsoft 365 tenant
• Check for any stale personal Microsoft account associations with the work email
• Confirm there are no hybrid/on-premise Exchange configurations causing issues
• Review any recent tenant migrations that may have affected user identities

You'll know that the connection succeeded once you see their calendar connection populated with the correct email address, and events are showing up as expected through Recall's API (e.g. List Calendar Events).