How do i fix this error message session [Moderator note : PII Removed]

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How do i fix this error message session [Moderator note : PII Removed]

Birgitta Bostrom 20

I am trying to help an elderly couple logging into their outlook account. They have a [Moderator note : PII Removed] internet email address but it is all good so that is not the problem. When entering the password to open the account I get the error message above.

I have tried to remove outlook and reinstall but that does not help.

anyone?

Moderator: Moved from Microsoft 365 and Office | Access | For home | Windows

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Answer 1

Alice-N 6,090 Microsoft External Staff Moderator

Dear Birgitta Bostrom

Please note that our forum is a public platform, and we will modify your question to hide your personal information in the description. Kindly ensure that you hide any personal or organizational information the next time you post an error or other details to protect personal data.

Thank you for reaching out to the Microsoft Q&A Community. It is very thoughtful that you are helping the elderly couple with their Outlook sign-in issue. I understand they are having a problem with Classic Outlook for Windows failing to sign in and showing a “Session ID” message after entering the password, and reinstalling Outlook did not help. Please follow these workarounds:

Verify the mailbox works on the web (isolates Outlook client vs account).
Sign in at Outlook on the web (via office.com > Outlook). If the mailbox works there, the issue is with the Outlook client configuration.
Create a new Outlook profile
Close Outlook, then run the Outlook profile picker (Hold Shift while opening Outlook, or Run: Outlook.exe /profiles). Choose Options > New, and add the BT Internet account in the new profile.
Start Outlook in Safe Mode and disable add-ins (rules out add-in interference)
Run Outlook in Safe Mode (Outlook.exe /safe). If it signs in successfully, disable COM add-ins under File > Options > Add-ins, then restart Outlook normally.
Clear cached sign-in credentials (fixes stuck or incorrect cached authentication)
Open Windows Credential Manager (Control Panel > User Accounts > Credential Manager). Remove any Outlook/Office-related saved credentials. Reboot the computer, then sign in again with the correct BT Internet email credentials.
If webmail works but Outlook still won’t add/sign in, re-add using BT IMAP/SMTP settings (manual). Use IMAP with SSL/TLS and ensure SMTP authentication is enabled as required by BT.

If the issue persists, please feel free to reply to this thread and I will be happy to assist you further. Thank you for your understanding and cooperation.

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

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

Alice-N 6,090 Reputation points Microsoft External Staff Moderator

2026-01-17T00:13:24.22+00:00

Hi Birgitta Bostrom I hope you are doing well ! I just want to check if you have had a chance to test the steps earlier? Please let me know if they helped resolve the issue or if you are still experiencing any difficulties. I am here to assist you further.

Best Regards
Birgitta Bostrom 20 Reputation points

2026-01-17T08:13:29.2233333+00:00

Thank you I can try this . It is new Outlook actually, does that make any difference?
Birgitta Bostrom 20 Reputation points

2026-01-17T08:15:15.9133333+00:00

Thanks I will not be back at my friends house until Thursday so I shall try then. It is new Outlook they have , I tried to revert to Classic but Microsoft will. Ot let my without an office 365 subscription .
Alice-N 6,090 Reputation points Microsoft External Staff Moderator

2026-01-18T01:26:24.4733333+00:00
Hi Birgitta Bostrom

Regarding your question, Yes, it does make a difference. The steps I listed earlier (profiles / Safe Mode / COM add-ins) are mainly for Classic Outlook. In new Outlook for Windows, the quickest path is to confirm the account works on the web and then re-add it using the correct IMAP/SMTP settings. Please :

Confirm the mailbox works in BT Webmail (rules out an account/password issue)

Sign in here: https://email.bt.com/mail

If it doesn’t work on the web either, it’s an account/password/provider issue (not the Outlook app).

Remove and re-add the account in new Outlook

In new Outlook: View settings > Accounts > Your accounts > Add account (or Manage/Remove the existing one first, then add it back).

If automatic setup fails, add it as IMAP with BT’s official server settings

BT recommends IMAP + SMTP with SSL/TLS. Use their settings from this page: https://www.bt.com/help/email/manage-email-account/manual-settings/what-are-the-settings-for-outgoi… (Also ensure SMTP authentication is enabled, as BT notes it’s required to send mail.)

Disclaimer: Microsoft is providing this information as a convenience to you. The sites are not controlled by Microsoft. Microsoft cannot make any representations regarding the quality, safety, or suitability of any software or information found there. Please make sure that you completely understand the risk before retrieving any suggestions from the above link

When you try the steps on Thursday, please check :

Whether BT webmail sign-in worked, and

The exact error text shown in new Outlook.

If the issue still persist , please don’t hesitate to reply to this thread and I’ll be happy to help you .
Birgitta Bostrom 20 Reputation points

2026-01-18T08:07:33.07+00:00

Thanks it does work in my BT. I will try this Thursday
Alice-N 6,090 Reputation points Microsoft External Staff Moderator

2026-01-22T07:19:03.6766667+00:00

Hi Birgitta Bostrom

It has been a long time since I received your reply. Have you tried out the steps yet? Are there anything I could help you with? . I would be appreciated for your following ups.

Have a nice day!
Birgitta Bostrom 20 Reputation points

2026-01-22T19:29:37.0466667+00:00

Hello Alice, thanks for your help. I removed the account, changed the password on the email account and added it back. It worked
Alice-N 6,090 Reputation points Microsoft External Staff Moderator

2026-01-24T07:55:50.1866667+00:00

Hi Birgitta Bostrom

It is my pleasure to hear that our response helped resolve the issue! Is there anything else I can assist you with? If not, please feel free to let me know.

Have a nice day!

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How do i fix this error message session [Moderator note : PII Removed]

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