Issues importing .pst files from Old Outlook into new M365 Outlook

James 0 Reputation points
2026-11-03T19:19:31.46+00:00

I have searched the web over and over and this is driving me mad. I have been using M365 for a while and have a windows 10 laptop with Outlook. 3 years ago I imported my offline emails via a .pst file import with no issues. Now, my wife has purchased a new laptop and I have added her to M365 (now a family account). I have copied over all explorer folders with no issues, but it is apparent I cant do the same with.pst Outlook Data Files. Her email delivery from her provider is working ok but how the hell do I get her substantial .pst folder copied into the new outlook. The guidance says click SETTINGS>DATAFILES>GET STARTED but the GET STARTED box is greyed out and I cant select it. Can someone please help. How can it be this difficult? Thanks

Outlook | Windows | New Outlook for Windows | For home
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  1. AI answer

    2026-11-03T19:19:52.5333333+00:00

    New Outlook for Windows does not currently support importing a mailbox or calendar from a .pst file. That is why the path being suggested in new Outlook is not helping.

    The supported way to bring her old .pst data onto the new laptop is to use classic Outlook on that PC:

    1. If the new laptop is using new Outlook, turn off the New Outlook toggle to switch back to classic Outlook.
    2. In classic Outlook, go to File > Open & Export > Import/Export.
    3. Select Import from another program or file > Next.
    4. Select Outlook Data File (.pst) > Next.
    5. Browse to the copied .pst file.
    6. Choose how to handle duplicates, then select Next.
    7. Choose the destination:
      • If importing into the Microsoft 365 mailbox, select that mailbox.
      • Otherwise select Import items into the current folder.
    8. Select Finish.

    A safer alternative, if the goal is to review old mail first instead of mixing everything into the mailbox immediately, is to open the .pst in classic Outlook and then copy only what is needed. In classic Outlook, use File > Open & Export > Open Outlook Data File, then drag items or folders from the .pst into the mailbox folders.

    A few important points for this scenario:

    • .pst import is not supported in new Outlook.
    • If the old data was in an .ost file instead of a .pst, it cannot be moved between PCs for import.
    • When importing a .pst, attachments are included.
    • Outlook imports a copy of the data; it does not delete the original Outlook items.

    If contacts or calendar items do not appear after import, the likely cause is that they were not exported into the .pst with Include subfolders selected.

    AI-generated content may be incorrect. Read our transparency notes for more information.

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  2. Emma1-N 14,895 Reputation points Microsoft External Staff Moderator
    2026-11-04T01:04:52.55+00:00

    Welcome James,

    Thanks for reaching out to Microsoft Q&A Forum. I understand you need to bring your wife's old .pst data into the new laptop, and the Get started option under the data files settings is greyed out.

    To narrow this down, please let us know:

    • Is her email from her provider added to Outlook as IMAP, POP, or as a Microsoft account (Outlook.com/Hotmail)?
    • Is the old laptop still available with the .pst file and classic Outlook on it?

    Please make sure you already tried the Q&A Assist steps. In addition, please try the following:

    1, Check the .pst file properties first. A copied file is sometimes marked read-only.

    • Right-click the .pst file and select Properties.
    • Clear the Read-only box if it is ticked, then select Apply and OK.

    2, If the old laptop is still available, add her email account to classic Outlook there.

    • In Outlook, select File, then Add Account.
    • Wait until the mailbox finishes syncing.

    3, Copy the old folders into the synced account, so they are stored online instead of only in the .pst.

    • In the folder pane, right-click a folder under the .pst and select Copy Folder.
    • Choose a folder in her synced account as the destination.
    • Do one or two folders at a time, starting with the largest.

    4, Confirm the copied folders appear online.

    • Sign in to her email in a web browser and check that the folders and messages are there.
    • If the mailbox storage is nearly full, copy by year in smaller batches.

    5, On the new laptop, sign in with the same account. The folders will download automatically and appear in the new Outlook.

    6, If the new laptop has no classic Outlook, install the Microsoft 365 desktop apps.

    • Sign in to the Microsoft 365 account page with the account that has the subscription.
    • Select Install apps and run the installer.

    Looking forward to your update.

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  3. Hornblower409 18,685 Reputation points
    2026-11-04T22:39:15.3333333+00:00

    @James said

    Her email delivery from her provider is working ... get her substantial .pst folder copied into the new outlook

    There have been a lot of suggestions on this thread, but my guess is that you have just run into a New Outlook for Windows restriction because she is using a non-Microsoft email account.

    In New Outlook, when you do File -> Settings -> Data files -> Outlook Data Files, do you see:

    User's image

    If so, then you will need to add her MS 365 Account to New Outlook and install Classic Outlook for Windows.
    https://support.microsoft.com/en-us/outlook/install-or-reinstall-classic-outlook-on-a-windows-pc

    And even then, you won't be able to "Import" the PST data into her non-Microsoft email account. All you can do is "Add" it to her MS 365 Account.

    User's image

    So that it shows up as a "Top Level Folder" in New Outlook.

    User's image

    If I'm completely missing the point, please leaves a comment on this Answer and we'll try something else.

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    1 person found this answer helpful.

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