{[Moderator Note: PII Removed]"Error":"INTERACTIONREQUIRED"}

Question

 I have been trying to add my Bigpond account to outlook, but keep getting error messages.

{[Moderator Note: PII Removed],"Error":"INTERACTIONREQUIRED"}

I have:

uninstalled and reinstalled outlook.

deleted the account several times .

How do I fix this without locking me out of the account on all my devices

Answer 1

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Hi CULLEN Denise,

Welcome to Microsoft Q&A.

Thanks for sharing the error details. The JSON with a SessionId and INTERACTIONREQUIRED is typical of a Modern Authentication (Microsoft sign-in) prompt that can’t complete, which can happen when Outlook attempts a Modern Authentication flow that can’t complete for some non‑Microsoft mail providers. With BigPond/Telstra, you’ll usually get the best results by adding it strictly as IMAP, not as an Outlook.com/Google-type account.

Important: Add it as IMAP (don’t pick Outlook.com / Google)

When adding the account, choose IMAP (or “Advanced setup” > IMAP) and enter Telstra’s server details.

Telstra IMAP settings

• Incoming (IMAP): imap.telstra.com — Port 993 — SSL
• Outgoing (SMTP): smtp.telstra.com — Port 465 (SSL/TLS) or 587 (STARTTLS)
• Username: your full BigPond/Telstra email address
• Ensure SMTP authentication is ON (Outgoing server requires authentication)

If you want to avoid lockouts

Before retrying, remove the account from Outlook so it stops repeatedly attempting sign-in (repeated failures can trigger temporary blocks).

If you have 2-step verification (or Outlook still won’t sign in): use an App-Specific Password

Some Telstra mailboxes require an app-specific password for Outlook/IMAP even when your normal password works in webmail.

To generate it:

1. Sign in to Telstra Webmail
2. Settings > Accounts
3. Under App-specific password, select Generate Password
4. Use that generated password in Outlook (instead of your normal password)

Note: The exact menu names may vary slightly depending on your Telstra account type.

New Outlook vs Classic Outlook

If you’re using New Outlook, and it keeps looping with INTERACTIONREQUIRED, try adding the mailbox in Classic Outlook using manual IMAP as this is often more reliable for IMAP providers.

Please let me know if this proves useful to you, or if you would like further assistance.

I'm looking forward to your reply.

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Answer 2

To resolve the issue with adding your Bigpond account to Outlook and encountering the "INTERACTIONREQUIRED" error, you can try the following steps:

1. Check Server Settings: Ensure that you are using the correct server settings for your Bigpond account. This includes the incoming and outgoing server addresses, port numbers, and security settings (SSL/TLS).
2. Use the Correct Email Address and Password: Double-check that you are entering the correct email address and password associated with your Bigpond account.
3. Create a New Outlook Profile: Sometimes, creating a new Outlook profile can resolve issues. Go to Control Panel > Mail > Show Profiles, and create a new profile. Then, try adding your Bigpond account to this new profile.
4. Run Outlook as Administrator: Right-click on the Outlook icon and select "Run as administrator". This can sometimes help with permission issues that might be causing the error.
5. Check for Updates: Make sure that your Outlook application is up to date. Sometimes, updates can fix bugs and improve compatibility with email services.
6. Disable Antivirus/Firewall Temporarily: Occasionally, antivirus software or firewalls can interfere with Outlook's ability to connect to email servers. Try temporarily disabling these to see if it resolves the issue.
7. Contact Bigpond Support: If the issue persists, it may be helpful to contact Bigpond support for assistance, as they may have specific settings or troubleshooting steps for their service.

Following these steps should help you troubleshoot the error without locking you out of your account on all devices.