my added email account in outlook no longer works. How do I get it to work again?

Debbie Lauder 35 Reputation points
2025-09-30T19:18:03.94+00:00

In January of 2025, I added my @shaw.ca account to outlook so I would only have to go to one place to see all my emails. On Sunday; September 28, 2025, when I accessed outlook, my @shaw.ca account did not work. I could not send and receive emails and I could not access any information from any of my folders in my @shaw.ca email account. Rogers with Shaw could not help me and they suggested I contact Outlook to restore my @shaw.ca account and get it working again. Can you help me? I am not that computer literate so I would need step by step instructions. Appreciate anything you can do.

Outlook | Windows | New Outlook for Windows | For home
0 comments
Answer accepted by question author
Sin-D 12,245 Reputation points Microsoft External Staff Moderator
2025-10-01T04:05:54.2933333+00:00

Hi Debbie,

Thank you for posting your question in the Microsoft Q&A Forum. I understand that you are facing issues with sending/receiving emails and accessing folders in Outlook.

Before trying any troubleshoots, currently, Outlook services are unstable today. This can be the cause of the issue. You can desire to try troubleshooting now or wait for a few hours or up to 1-2 days to make sure Outlook service running functionally, your problem might resolve itself. The estimated resolution is this Wednesday, October 1, 2025.

https://status.cloud.microsoft/m365/referrer=serviceStatusRedirect

If you are using New Outlook for Windows, here are some basic troubleshooting steps you can try:

1, Check with Outlook web version to categorize this problem. Go to https://outlook.live.com/ > login with your 3rd email to access your account. After that, test your web mail to see if it's working functionally.

2, Confirm your settings. Use these recommended settings for Shaw email:

  • Incoming (IMAP): imap.shaw.ca, Port 993, Security SSL/TLS
  • Outgoing (SMTP): mail.shaw.ca, Port 587, Security STARTTLS
  • Username: your full @shaw.ca email address
  • Password: your 3rd email password (Avoid using app password)

Otherwise, check your 3rd Webmail settings and find IMAP or POP part. Enable IMAP access is checked (or POP if you use POP).

3, Remove and re-add your account. Please go to Settings (gear icon) > Account > Choose your 3rd email and remove it. Click Add Account, fill your 3rd email and password. If prompts, choose IMAP and make sure your configuration are correct. Please refer to: Add an email account to Outlook for Windows.

4, Clear Cache in your Outlook. Please refer to: How to clear Outlook cache in new app and classic version. Disclaimer: This is a third-party link that provides useful information to help you resolve the issue. Please be cautious of advertisements and unsafe links.

5, Open Outlook in Safe Mode: Press Win + R, type: outlook.exe /safe

I hope you can try my steps. The initial response might not address the problem. So, if your problem persists or you need any assistance, feel free to ask me by clicking "Add Comment". Thanks for your effort.

If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment". 

Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread. 

Best regards.

Was this answer helpful?

1 person found this answer helpful.

0 additional answers

Sort by: Most helpful
Most helpful Newest Oldest

Your answer

Answers can be marked as 'Accepted' by the question author and 'Recommended' by moderators, which helps users know the answer solved the author's problem.