Needs credentials

Question

My email is telling me I need credentials. I have put everything in. I'm not getting my emails.

Answer 1

Hi Erin Lambers,

Welcome to the Microsoft Q&A forum.

I understand how disruptive it can be when Outlook repeatedly asks for credentials and stops receiving emails, even after you’ve entered the correct information.

To make sure the steps below match your setup, could you please confirm which email service you’re using in Outlook mobile (for example: Outlook.com, Gmail, or Yahoo)?

The Q&A Assist response explains common causes of the “Needs credentials” message, but most of the suggested steps apply only to Outlook on Windows (for example, Credential Manager and creating a new Outlook profile). Since your tags indicate Outlook for mobile / Android (For home), those steps can’t be followed on your device.

That said, the core idea is still valid: this issue is usually related to account authentication or how the mobile app is connecting to the email provider. I recommend trying the mobile‑specific steps below.

1, Verify account access outside the Outlook app

This helps confirm whether the issue is app‑specific.

• Sign in to your email account using the provider’s webmail (for example, Outlook.com, Gmail.com, Yahoo Mail).
• Check whether you can send and receive messages normally.

If webmail works, the issue is isolated to the Outlook mobile app.

2, Remove and re‑add the account in Outlook mobile

Re‑adding the account refreshes authentication tokens that may be out of date.

• Open the Outlook mobile app.
• Go to Settings > Mail accounts.
• Select the affected account and choose Delete account.
• Restart your device.
• Open Outlook again and add the account back, then sign in.

Disclaimer: Removing and re‑adding an email account in Outlook mobile does not delete messages stored on the email server, but it will remove locally cached data. It’s recommended to ensure important data is synced before making account changes.

3, Check email provider security requirements

• Many email providers require additional verification for third‑party apps.
• If your account uses two‑step verification, check whether an app password is required for Outlook mobile.
• Sign in to your email provider’s security page and look for blocked sign‑in alerts or approval requests related to Outlook.

4, Update Outlook mobile

• Make sure Outlook is updated to the latest version from the app store.
• After updating, restart your device and test again.

Please try these steps and let me know how it goes. I look forward to your response.

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Answer 2

If your email is prompting you for credentials and you are unable to receive your emails, there are a few steps you can take to troubleshoot this issue:

1. Clear Cached Credentials: Open the Control Panel, go to Credential Manager, and remove any entries related to Outlook or Microsoft Office. Then restart Outlook and re-enter your credentials.
2. Enable Modern Authentication: If you are still using Basic Authentication, switching to Modern Authentication can help resolve persistent credential prompts.
3. Check for Office Updates: Ensure that you are running the latest version of Office, as updates may resolve authentication issues.
4. Create a New Outlook Profile: Sometimes, creating a new profile can help bypass corrupted settings. You can do this by going to Control Panel > Mail > Show Profiles and creating a new profile.
5. Use Outlook Web Access (OWA): If the issue persists in the Outlook app, try accessing your email through Outlook on the web to ensure continued access.

If these steps do not resolve the issue, you may want to consult your IT department or Microsoft support for further assistance.