Complex issues relating to adding emails account and not able to delete others

Question

Complex issues relating to adding emails account and not able to delete others

Carol Hawking 0

I have a separate volunteer email on my volunteer laptop. A few days ago, I had a software update and now every time it keeps asking for a password. I played around with location and time and it allowed me to put in the password and the folders will come up and I can see the mail. However, when I click on the mail it states "Access Denied". I reached out to the website manager of the email and we changed passwords but that did nothing. I also deleted the volunteer email from my phone and tried to use the pass but it wont allow me to add it using the outlook that I did have it on.

Also at some point I opened the new outlook and it gave me a random email under my volunteer email but now it wont let me add or delete under that. I dont know what to do about either. I have spent too many hours trying to resolve this and I am a volunteer.

I want to do a factory reset but I dont think that will help at all.

2 answers

Your answer

Answer 1

Henry-N 10,775 Microsoft External Staff Moderator

Hi @Carol Hawking,

Thank you for posting your question in the Microsoft Q&A forum.

Regarding the issue where you’re unable to add or remove email accounts in Outlook. I’d like to ask a few quick questions to better understand the situation and help you troubleshoot more effectively:

Did you use the option shown below to add the additional account in Outlook?
Or did you add it as a shared mailbox instead?
When the “Access Denied” message appears, is there any error code or exact wording? If possible could you provide a screenshot ? (Feel free to hide any privacy information)
Do you have multiple profiles or accounts configured on the laptop (e.g., one for volunteers, another for personal use)?
Do you have another device (like a personal laptop or tablet) where you can test access to the same volunteer email to see if the issue is device-specific?
Which email service are you using? Microsoft 365 Exchange Online Or another email service where you’re simply using Outlook as the email client?

Thank you again for your time and understanding. While my initial response may not resolve the issue immediately, I’d like to gather more details about your situation so I can assist you more effectively.

I really appreciate your patience, and I’m here to help. Looking forward to your response.

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

Carol 0 Reputation points

2026-02-20T13:46:05.3833333+00:00

There are 2 Outlooks

On "new Outlook" - yes it does but not on the Outlook Web version.

On Outlook web version- unable to add or delete accounts. It created a brand new account instead if using the one I originally put in. Now I can't get rid of it.

Neither are outlooks are shared.

"ACCESS DENIED" is the error message before and after I got the password I have been using for several months suddenly not working after a software update. And yes. I dud uninstall that software update prior to having password changed. Still same error message.

I did have a personal one and volunteer one on my phone and laptop under Outlook. The personal yahoo one never changed on phone ir laptop. The volunteer one worked on phone until i purposefully deactivated it. I then removed the volunteer from all devices, clear cache shut down laptop and then tried installing it again on laptop. No change.

Another email exchange and using Outlook as the client.

Please note- I have downloaded a different email client for laptop and phone after my original message to this forum . Both volunteer and personal are working fine. So it's specifically relating to Outlook and last software update.

I would still prefer to resolve Microsoft Outlook but I am no longer In a panic over this.

Thanks
Henry-N 10,775 Reputation points Microsoft External Staff Moderator

2026-02-21T15:09:11.46+00:00

Hi @Carol Hawking,
To better scope the issue could you please share the email addresses. For your privacy and security, please send them via a private message. Once I have that information, I can help check the account types and guide you on the next steps to fix the access issues.Thank you again for your time and understanding.
Henry-N 10,775 Reputation points Microsoft External Staff Moderator

2026-02-23T14:48:29.78+00:00

Hi @Carol Hawking,
I hope you're doing well. I just wanted to follow up and see if you’ve had a chance to review my previous reply. If possible, it would be incredibly helpful if you could share a bit more detailed update of the issue. Thank you so much for your cooperation we truly appreciate your time and effort. Looking forward to hearing from you soon.
Carol 0 Reputation points

2026-02-23T20:38:06.8+00:00

@Henry-N

I did respond see

Carol0Reputation points

Feb 20, 2026, 11:46 PM
Carol 0 Reputation points

2026-02-24T09:23:09.4233333+00:00

Hi again

Its not just me now. One of new volunteers used an existing email account. She had the same problem. Please note I had this issue bbefore with myself and others. Once I updated the "location" permissions it was fine. However with Microsoft new software permissions it doesn't work.

Our only solution is not to use Outlook but another email program like Em Mail which works perfectly on both laptops,Samsung phone and IPhone.
Henry-N 10,775 Reputation points Microsoft External Staff Moderator

2026-02-24T15:50:19.36+00:00

Hi @Carol Hawking,

Thank you for the update, and I’m sorry to hear that your new volunteer is experiencing the same issue.

To investigate this further, could you please send me the email address of the volunteer via a private message? Only moderators can view private messages, so your personal information will remain completely secure.

Once I have the email address, I can continue with troubleshooting and help identify why the location permission update no longer resolves the issue under Microsoft’s new security policies.

Thank you, and I look forward to your private message so we can get this resolved.
Henry-N 10,775 Reputation points Microsoft External Staff Moderator

2026-02-26T16:46:16.93+00:00

Hi @Carol Hawking,

Just want to check in whenever you are ready, please feel free to send the email address via private message.

There is no urgency I appreciate your time, and I am here to assist whenever you are able to provide the information.

Thank you again for your cooperation.
Henry-N 10,775 Reputation points Microsoft External Staff Moderator

2026-03-02T16:17:05.2866667+00:00

Hi @Carol Hawking,

I hope this message finds you well.

This is my second follow up to check in and see if your issue has been resolved. I truly want to make sure your experience is as smooth and positive as possible. If you're still facing challenges or if any new issues have come up, please feel free to share more details about where you're currently stuck. I’m here and happy to help further.

While I wait for your response, I’ll continue monitoring other questions in the forum to ensure everyone receives timely support. If you have any additional questions, you’re very welcome to tag my name in your reply so I can assist you promptly and personally.

Looking forward to hearing from you soon.
Carol 0 Reputation points

2026-03-02T20:35:34.3266667+00:00

More of our volunteers who are using the .org (like .com but it is a portal email so its .org) emails are now unable to use Microsoft Outlook. I have narrow it down to the new location software in Outlook.

We have resolve the issue by leaving Outlook and using eM Client.

Its not ideal but I can't change Outlook Software and my .org email doesn't like the new Outlook software
Carol 0 Reputation points

2026-03-02T20:39:11.8333333+00:00

@Henry-N

I dont know how to private message on this platform. So I haven't done so.
Henry-N 10,775 Reputation points Microsoft External Staff Moderator

2026-03-03T16:43:46.2466667+00:00

Hi @Carol,

Thank you for the detailed update. I’m really sorry to hear that more of your volunteers using the .org email accounts are now experiencing the same issue when accessing their mailbox through Outlook.

Because this problem is now impacting multiple users and seems tied to new Outlook permissions, the best next step is to submit this as direct feedback to the Outlook engineering team. This allows the product team to investigate whether the new location/security requirements are unintentionally blocking certain types of other email services.

As forum moderators, we don’t have access to the detailed logs or backend systems needed to troubleshoot this effectively due to privacy and security constraints.

You can send feedback directly from Outlook using:

Settings > Feedback > Report a Problem

This type of case is exactly what the engineering team reviews when evaluating regressions or unintended impacts from recent updates.

In the meantime, I’m glad to hear you’ve found a temporary workaround using another client so your volunteers can continue their work without interruption.

Thank you again for your patience and for continuing to work through this

Answer 2

It sounds like you are experiencing multiple issues with your volunteer email account in Outlook. Here are some steps you can take to troubleshoot the problems:

Check Account Settings: Ensure that the account settings for your volunteer email are correct. Verify the incoming and outgoing server settings, as well as the ports being used. Sometimes, software updates can reset or alter these settings.
Remove and Re-add the Account: Since you mentioned difficulties in adding the account back after deleting it, try the following:
- Go to File > Account Settings > Account Settings.
- Remove the volunteer email account from the list.
- Restart Outlook and then try adding the account again.
Clear Cached Credentials: Sometimes, cached credentials can cause issues. You can clear them by:
- Going to Control Panel > User Accounts > Credential Manager.
- Remove any stored credentials related to your volunteer email account.
- Restart Outlook and attempt to log in again.
Use Outlook Web Access: If you are unable to access your email through the desktop application, try logging in through the Outlook web app. This can help determine if the issue is with the application or the account itself.
Check for Updates: Ensure that your version of Outlook is up to date. Sometimes, updates can fix bugs or issues that may be causing your problems.
Contact Support: If you continue to face issues, consider reaching out to Microsoft Support for assistance. They can provide more specific guidance based on your situation.
Avoid Factory Reset: A factory reset may not resolve the issues with your email accounts and could result in loss of other data. It's best to try the troubleshooting steps above first.

If these steps do not resolve your issues, please provide any error messages you receive, as they can help diagnose the problem further.

References:

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Complex issues relating to adding emails account and not able to delete others

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