Error message when adding work email to Desktop Outlook

Question

I have added my new work email to IOS on my phone, and I can get the Outlook PWA version as well, but I continually get an error message when I try to add this account to Outlook on my desktop. I have "Microsoft 365 Apps for business". I have my personal outlook.com email in Outlook but when I try to add my work account, it says "Something went wrong and Outlook couldn't set up your account. Please try again. If the problem continues, contact your email administrator". The IMPA/POP settings don't work either. I've tried everything. Is this because I already have an outlook.com email associated with Outlook, or does my subscription not allow the addition of a custom domain email address to be added to the Desktop version of Outlook?

Answer 1

I was told it was IMAP.

Answer 2

Hi MichN_494,

Can you confirm the protocol which your work account is hosted on.

It's should be one of these:

• Exchange
• IMAP
• POP

Answer 3

Hi MichN_494,

Thank you for your response.

As you said "I tried to add the work email account to my desktop outlook on my laptop computer to see if that would work, but I got the same error message as I'm getting on my other computer"

First, you may need to double check with Autodiscover related process.

If there is not any difference in the situation, there might be several reason which can be diagnosed from the backend resources, I have also consulted with our team and would like to share more specific information with you, in order of your given situation, this query should be transferred to a specific support team.

As an Office 365 global admin may need to contact our Office 365 support team on the back-end side via an open service request so they can diagnose this specific scenario through some more technical resources, if needed, they may be collecting some information from logs for later diagnosis. They can escalate this issue to the next level of the support team after collecting information from logs. Since forum moderators have limited permissions and access resources, for this reason we are unable to collect certain detailed information in the public forum for data privacy. After diagnosing the scenario, they can provide possible information on your end.

Also, if there is an any known issue, that information can be known from the backend side resources via technical support team.

For this standard process, here's the official document for the global admin: Get support - Microsoft 365 admin | Microsoft Learn

Note: End users need to contact Office 365 global admin department in your organization to do some standard and particular procedure.

Important note: If any organization's Office 365 Business/Business/Education subscription is from a syndicated partner or reseller, and if the global admin can't open the service request on your end, you may need to contact the reseller's support provider so they can help the global admin open the service request on your end. after the Office 365 support team can participate in the service request.

I would really appreciate your valuable time. Thank you for your kind cooperation.

Sincerely

Darpan

Answer 4

Thank you. Yes, I tried to add the work email account to my desktop outlook on my laptop computer to see if that would work, but I got the same error message as I'm getting on my other computer. Regarding the Autodiscover process - I'm not sure if that would resolve this. I can try the "workaround" option, but is there anything else I can troubleshoot first?

Answer 5

Hi MichN_494,

Good day.

Thank you for reaching out to Microsoft community.

According to your mentioned error message ""Something went wrong and Outlook couldn't set up your account"

Before moving forward, could you please allow me to know below information from your side to understand particular scenario?

1. First, I need to double check if this scenario is related to Autodiscover process. Please refer this official article Something went wrong and Outlook couldn't set up your account - Microsoft Support to get some possible information and process.
2. Furthermore, may I please double confirm are you getting this similar result via using different PC?

Initially, I have asked for this information because I was unable to find some particular information or screenshot in the topic description of your thread so that we both can try to narrow down some specific scenario.

I'll wait for your next update on it. In addition, I will provide you certain information accordingly.

Thank you again for your valuable time and kind cooperation.

Sincerely

Darpan