Outlook: Can't re-add outlook.com account w/ custom domain

Patrick Seidl 96 Reputation points

I have new information on that old topic.

To summarize: I cannot re-add an outlook.com account with a custom domain (e.g. me@myself.com (instead of something like me.myself@harsh.com .com)) in Outlook 365. This worked for years like a charm.

What I recently discovered: if I add a new outlook.com alias (like mynewalias@harsh.com .com) to the same account and set it as primary address, I am able to add it to Outlook.
But: I'd like to use my custom domain alias.

I am able to do the same in Outlook 2016 without any problems. Even Windows 10 Mails and Outlook on Android work as expected and I can re-add the account with the custom domain at any time.

Obviously, something in Outlook 365 is broken.

Can you please assist?

Thank you,

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  1. ChristyZhang-MSFT 10,356 Reputation points Microsoft Vendor

    Hi @Patrick Seidl ,

    According to your description, I noticed that you can successfully add your custom domain account in other clients, but not in outlook 365 client. How did you configure it in outlook 2016 and what account type did you configure(POP/IMAP/Exchange)? If possible, please provide a screenshot of your successful configuration on the outlook 2016 client.
    (In order to prevent the disclosure of your privacy, please hide your personal information.)

    For the outlook 365 client, is there any error pop-up when you add a custom domain account? And what's the version of your Outlook365? (File > Office Account > About Outlook). Please make sure you have upgraded your Outlook to the latest version. In addition, considering the impact of outlook 365 client corruption, it is recommended that you could try to fix the outlook program.

    Hope to help you! If your issue has any update, please feel free to post back.

    If the response is helpful, please click "Accept Answer" and upvote it.
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  2. Patrick Seidl 96 Reputation points

    @ChristyZhang-MSFT , hi.

    Problem still here.

    Plus, Outlook on Android does not sync mails in the backgroud anymore for exactly those accounts. Standard @harsh.com .com work fine. Once you open Outlook, it syncs mails and updates the badge count.

    Any feedback is appreciated, even if you say "I give up".


  3. Steve Marsden 1 Reputation point

    Also still have the problem and still having to use desktop Version 1807 of Outlook which does let me add the account via an alias.
    I would like to get back to the latest version.
    Confirmation of problem:

    account has same email address for work and personal, custom domain
    when trying to add account to Outlook either with original email address or alias, it fails
    Account adds ok with no issues to early versions of Outlook , to Outlook on iOS, to Windows Mail (Windows 10), to IOS mail
    Its the latest versions of Outlook in office 365 for desktop PC under Windows 10 only that has the issue

  4. Justin 1 Reputation point

    This problem is still happening. I have an Outlook.com account with a custom domain and I can no longer add the account to Outlook. Something has changed with the way they sign you into Outlook that broke this functionality. I think it has to do with their autodiscover.

    I have another computer that I set it up my custom domain account on a long time ago that is on the latest version of Outlook, and it works fine. The problem is with adding an account to Outlook if it has a custom domain in Outlook.com. I think when they do their OAuth single sign-on process, it doesn't;t find the account by the custom domain. To me it seems like it is looking for that custom domain account in Microsoft. 365 rather than in Outlook.com. It thinks when you have a custom domain that you have an enterprise account and not a personal account.

    Please fix this as soon as possible.

  5. Dara Castello 1 Reputation point

    Problem. I think I stumbled across a variation of this issue. After noticing that my Microsoft 365 subscription offered a personalized email with a godaddy domain, I decided to try it. After creating the personalized email (eg. me@mydomain.com) I tried to set it up on Outlook (desktop) but was met initially with a failure to sync, subsequently by a complete failure of Outlook to launch and a cascade of error messages beginning with "Outlook cannot log on. Verify you are connected to the network and are using the proper server and mailbox name. The Microsoft Exchange service in your profile is missing required information. Modify your profile to ensure that you are using the correct Microsoft Exchange information service." The personalized email worked fine with Outlook.com and Outlook for Android.

    Troubleshooting. After trawling online and these fora, I tried the following:

    1. Create new profile - unsuccessful
    2. Repair profiles and data files - unsuccessful
    3. Deleting profiles and creating a new one- unsuccessful
    4. Running the Microsoft Support and Recovery Assistant (SaRA) - unsuccessful
    5. Reinstalling Office (via the M365 interface) - unsuccessful
    6. (On advice of a Microsoft support agent) update (ie. reinstall) Windows 10 - unsuccessful, and now have the joy of occasionally stumbling across new and unrelated glitches!

    Solution. Eventually, the following has (so far) worked for me:

    1. Delete my profile
    2. Start Outlook (desktop) and create a new profile
    3. Enter my personalized email address but check the box to manually set it up
    4. Select Outlook.com
      5 Set incoming server to IMAP / imap-mail.outlook.com / port: 993 / encryption: SSL/TLS (from dropdown)
    5. Set outgoing server to SMTP / smtp-mail.outlook.com / port: 587 / encryption: Auto (from dropdown)
    6. Leave the SPA box unchecked

    So far, so good... I'll update if things change.