This article lists errors and their possible causes when trying to log into UTmail+ at https://mail.utoronto.ca (or another URL requiring UTmail+ credentials, such as SharePoint or Teams).

Text of error message: “Sorry, but we’re having trouble signing you in…. The user account … does not exist in the … directory. To sign into this application, the account must be added to the directory.”

 

Text of error message: “This account might not exist or it might not be synchronized. Contact your administrator to add or synchronize the account.”

 

Common causes of these two error messages:

1. No UTmail+ account. If you have not yet activated your UTmail+ email address ending in @utoronto.ca or @mail.utoronto.ca, ensure that you have fully activated your UTORid and then go to “Add Email Services” on the UTORid Management website (utorid.utoronto.ca).
2. Account recently created/migrated. If you have just activated a new UTmail+ account or migrated an @utoronto.ca mailbox from UTORmail, your account may not be recognized yet. Please wait approximately 3 hours before attempting to sign in for the first time. If you are still unable to sign in 24 hours after account creation, please submit a help ticket through ESC (uoft.me/esc).

Text of error message: “Sorry, but we’re having trouble signing you in. … The SAML 1.1. Assertion is missing ImmutableID of the user.”

Common causes:

1. Login credentials are not connected to a UTmail+ account (e.g. using an applicant JoinID or temporary qqID instead of a full UTORid).
2. UTORid belongs to a shared mailbox. For details on how to access shared mailboxes on O365, please refer to this KB article: How to access a shared mailbox