Who is this article for?

Users experiencing the error message.

No special access or permissions are required.

This article explains how to resolve the error message that occurs when different accounts are used for Outlook and the Ideagen Mail Manager app.

1. Issue

When you sign in with different accounts for Outlook and the Ideagen Mail Manager app, you may see the "ErrorAccessDenied Message: Access is denied. Check credentials and try again. The store ID provided isn't an ID of an item". 

This issue affects the app across all Outlook hosts, including classic Outlook, New Outlook, and Outlook for Web.

The app is linked to your Microsoft 365 account. If you try to save using a different account without delegated access to your primary mailbox, the app cannot verify the user and won't save items to SharePoint.

2. Resolution

To resolve this issue:

1. Sign out of both the Ideagen Mail Manager app and Outlook.
2. Sign in to Outlook using your primary Microsoft 365 account.
3. Sign in to the Ideagen Mail Manager app using the same primary Microsoft 365 account.

Using the same account for both applications ensures proper validation and eliminates the mismatch between your primary mailbox account and authenticated App user account.

If you cannot use the same account for both applications, consider these alternatives:

• Use Ideagen Mail Manager desktop, which is not affected by this issue.
• Set up mailbox delegation if both accounts are in the same tenant, which gives your primary account delegated access to another account without causing conflicts.