I have a user who can’t get his emails to show up in Zoho.  Before he started with our company, his company used Zoho for their CRM.  Our companies merged and he changed his email in his old company's Zoho setup to our email account. After a year or so, we decided to use Zoho for our sales force.  We recently tried to bring him into our new Zoho setup, but Zoho complained that he was already part of another Zoho installation (his old company – which makes sense).  He then moved all his records in his old Zoho to a personal email account and removed his email address with our company from it.  We then resent him an invite and imported his records from our old CRM and all is well – OTHER THAN – the email connection.  None of his emails show up in Zoho and the IMAP setup screen always just says, "authenticating".  

I have other active users in our Zoho setup that fully and successfully use the email integration, right out of the box with no issues.  This tells me that our email setup is fully compatible and that it’s an individual issue with this user.  His setup successfully worked with Zoho when he was in under his old company. That tells me that HIS email setup is also good.  That leaves something on the Zoho side, that I cannot affect, that is the issue.  But I'm fully open to working with someone on configurations to solve the issue.

We use Office 365 and he connects with a desktop Outlook client, Android email client, and accesses it via a web portal.  So I know his account and passwords are all good as is his access.  

We tried a Zoho support chat session and they did a remote connect and after an hour or so of trying (all the same things we have already tried) said it was our problem with his email account.  Deadend. 

Anyone out there have any suggestions on this?  We're teetering on if going with Zoho was the right decision.  I have emailed support multiple times and am not even getting responses at this point.

Thanks - Dan