Issue with Outlook on iPhone

Hi @Alan Kawakami, 

Good day! Thank you for posting your question in the Microsoft Q&A forum.  

We understand you’re experiencing issues with Outlook freezing and not syncing new emails on your iPhone 15 Pro Max running iOS 18.5. We appreciate you sharing these details, and we’re here to guide you through initial troubleshooting steps. 

Recommended Steps to Resolve Outlook Sync Issues on iOS: 

1/ Force Quit and Restart Outlook App 

• Swipe up from the bottom of your iPhone screen. 
• Locate the Outlook app, then swipe it up to close. 
• Relaunch Outlook from the home screen. 

2/ Check for App and iOS Updates 

• Go to App Store > Profile icon (top-right) > Check if Outlook has an update pending. 
• Go to Settings > General > Software Update to ensure iOS is up to date. 

3/ Clear Outlook App Cache 

• Open Outlook app > Tap your profile icon > Tap the gear icon (Settings). 
• Account > Account Name 
• Scroll down and select Reset Account (if available). This refreshes the sync profile. 

4/ Re-add the Email Account 

• Open Outlook > Go to Settings > Accounts. 
• Remove the affected email account. 
• Re-add it using proper credentials (Microsoft 365, Exchange, or IMAP settings depending on your provider). 

5/ Check Connection Settings 

• Ensure mobile data or Wi-Fi is stable. 
• If VPN is active, try disabling it temporarily. 

6/ Uninstall and Reinstall Outlook 

• Long press the Outlook icon > Tap “Remove App”. 
• Reinstall Outlook from the App Store. This ensures a clean install with updated settings. 

If the issue persists after these steps, we recommend: 

• Capturing a brief screen recording or screenshot showing the frozen screen behavior. 
• Submitting feedback directly through the Outlook app via Settings > Help & Feedback > Contact Support, which sends diagnostics to our mobile engineering team. 

We appreciate your patience and look forward to restoring full functionality soon. 

Wish you have a great day!    

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