Q. TigerMail - Student cannot log into email account

Student tries to log into TigerMail (inside TigerWeb or at the direct Office 365 link) but gets error message saying "Incorrect user ID or password. Type the correct user ID and password, and try again."

1. Ask "Have you ever accessed TigerMail before?"
 > If yes, go to 2 (below).
 > If no: Ask if they were just admitted (ask "When did you complete your application checklist?").
    If they were admitted that same day, their email account isn't in the system yet, but it should be there by noon the next business day (if admitted on Friday, it may not show up until Monday).

2. Ask "Did you just reset your TigerID (TigerWeb) password?" (within the past half hour)
 > If yes, ask them to try again in 30 minutes. It can take up to a half-hour for the new password to be synced / shared with Office 365 (TigerMail).
 > If no, go to 3.

3.  Ask "What are you entering for your email login username?"
     Listen carefully and confirm that the student has correctly entered their full email address correctly.
     The email format for students is: tigerID@my.chattanoogastate.edu
     (You can confirm their TigerID by entering their A-number in the TigerID Wizard.)
     Have them read their email address back to you and make sure they:
       -  put in "my."
       -  put the right number of t's and o's in "chattanoogastate"
       -  put .edu (not .com) at the end.
      Make sure they know the password is the same as their TigerID password.
       -  Their password must NOT contain an @ sign.
       -  Let them know they do NOT need to use any special symbols
             as long as they use upper- and lower-case letters plus at least one number. 
       -  Suggested password: Tiger#### (where #### is any four numbers.)

If none of this works, submit a Help Request.