Frequently Asked Questions


How does Sydney Mail work?

Sydney Mail is a web-based email system, which is powered by Microsoft for the University of Sydney. You may hear other terms such as Exchange Labs, Live@Edu, Outlook Live or Outlook Live on the Web – all of these terms refer to Sydney Mail.

Will I automatically receive a Sydney Mail account?

Sydney Mail accounts are automatically created for enrolled students, with the exception of Research Grant Holders.

Can I log in to Sydney Mail with any email client?

For a list of different mail clients and how to setup these clients to connect to your Sydney Mail account please visit our Setup guides section or Windows Live Help.

What browsers work best with Sydney Mail?

Internet Explorer 7 & 8 provide the best experience of the Sydney Mail features. Firefox and Safari are compatible, however there are several feature restrictions.

Is there an accessible web version for screen readers and other assistive technologies?

Yes, there is a Lite version of Sydney Mail which is optimized for accessibility. The light version provides fewer features and is sometimes faster.

Does Microsoft now have ownership of emails or documents?

No. Legally Microsoft does not claim any ownership in any of the content including any text, data, information, images, photographs, music, sound, video, or other material, that you upload, transmit or store in your Microsoft Live mail account. Microsoft will not use any of your content for any purpose except to provide you with the Sydney Mail service.

Can I have more than one Sydney Mail account?

Your Sydney Mail account is tied to your UniKey account and is a service that is available for. For these reasons, only one Sydney Mail account can be enabled per student.

I was enrolled at the University before my Sydney Mail account was created – what happened to my original account?

Students who were enrolled at the University before 2009 would have been assigned a Central mail email account. Central mail is no longer the official University student email and is now classified as a 'legacy' system, which means it is no longer supported for student use.

Students who were assigned a Central email account were automatically assigned a new Sydney Mail account. To activate the redirection of your email please contact the ICT Helpdesk on
9351 6000. Once your emails have been redirected, you should only use your new Sydney mail account.

I can't access the MyUni Mail Checker - how do I access my Sydney Mail account?

If you cannot access the Mail Checker on the MyUni student portal, you can log into your Sydney Mail account by following these steps:

  1. Go to www.outlook.com/uni.sydney.edu.au
  2. In Windows Live ID: type your Sydney Mail email address
  3. In Password: type your Unikey password
  4. Click Sign in

My password is not accepted – what do I do?

Perform the troubleshooting tips below:

  1. Sign out of all Windows Live accounts.
  2. Synchronise your UniKey password.
  3. Wait 15 minutes before trying to log into Sydney Mail again.

I try to log in but I get strange page errors on my browser – what do I do?

If the Sydney Mail system comes up with strange errors when you try to access Sydney Mail, try following these steps:

  1. Go to a Microsoft Live website, such as www.ninemsn.com or www.hotmail.com
  2. Locate and click the Sign Out button – this is usually located at the top-right corner of the website.
  3. Clear your cache and cookies. If you are not sure how to do this, run a Google search - there are video guides that show you how to do this for most browsers.
  4. Go back to the MyUni Mail Checker and try logging in again.

If these steps do not work, you can try using a different web browser, such as Firefox. However, if you still cannot access Sydney Mail, please call the ICT Helpdesk on 9351 6000, between 8am and 9pm, Monday to Friday. If you are in an ICT Access Lab, locate the ICT staff who can help you in person.

Can I change my Sydney Mail password?

Yes, but you should do so by changing your UniKey password. The UniKey system synchronises your password to your Sydney Mail approximately 15 minutes after you change or synchronise your password.

If the Sydney Mail system ever asks you to change your password, ensure it is the same as your UniKey password.