IMAP account not working with new Outlook

Question

IMAP account not working with new Outlook

Ricardo R 0

Hi there, as of Thursday 2/26/25 at 4:49 PM I am no longer able to send or receive emails from my IMAP linked email account on Outlook. I have two email accounts (both linked through IMAP) logged in on the new outlook and only one of them is having this problem. Any messages I've tried to send end up in drafts with a "Something went wrong and we haven't sent your message yet." notice at the top but no other details. I can't access these drafts from any other platform, old outlook or the provider site. I can access the new incoming emails when I log into the provider website directly and when I switch to the old version of Outlook, so I know they are being received, I just cant see them on new Outlook for some reason. The sync button doesn't do anything. I've tried logging out and back in, fully restarting the computer, reconnecting the IMAP account, delete and re download the outlook app and nothing is working.

Bruno 0 Reputation points

2026-03-05T02:12:18.09+00:00

Boas ricardo, chegaste a resolver ? Estou na mesma situação, nada funciona e deixou de funcionar do nada.
Sophie N 12,415 Reputation points Microsoft External Staff Moderator

2026-03-05T02:47:59.77+00:00

Querida @Bruno,
Muito obrigado pelo seu feedback.

Se estiver a ter um problema semelhante ao do autor da publicação original, sinta-se à vontade para tentar a solução alternativa temporária que partilhei abaixo. Ela pode ajudar enquanto aguardamos uma correção permanente.

Para garantir que lhe podemos dar o apoio adequado, poderia criar uma nova questão com mais detalhes sobre a sua situação específica? Cada caso pode ser ligeiramente diferente, e ter o contexto completo ajudar-nos-á a fornecer a melhor orientação possível.

Estamos aqui para ajudar e agradecemos muito a sua paciência.
Bruno 0 Reputation points

2026-03-05T03:06:10.5966667+00:00

Já criei, a mesma pode ser vista aqui
Sophie N 12,415 Reputation points Microsoft External Staff Moderator

2026-03-05T03:50:10.6133333+00:00

Querida @Bruno,

Obrigado pela atualização. Vejo que você adicionou uma nova pergunta na thread do Microsoft Q&A que compartilhou, e ela já foi selecionada por um moderador que está lhe auxiliando ativamente. Entendo o quão frustrante pode ser quando esse problema afeta seu planejamento diário e agradeço sua paciência. Esses tipos de problemas com IMAP geralmente exigem uma análise cuidadosa e, em alguns casos, investigação nos bastidores, portanto, envolver um moderador é o próximo passo correto. Por favor, aguarde um pouco enquanto o moderador continua analisando e solucionando o problema com você. Enquanto isso, sinta-se à vontade para continuar respondendo diretamente nessa thread se notar alguma mudança ou tiver detalhes adicionais para compartilhar que possam ajudar a agilizar o processo.

Agradecemos novamente sua paciência e compreensão. Estamos aqui para ajudá-lo e continuaremos a auxiliá-lo conforme a investigação avança.

2 answers

Your answer

Bruno 0 Reputation points

2026-03-05T02:12:18.09+00:00

Boas ricardo, chegaste a resolver ? Estou na mesma situação, nada funciona e deixou de funcionar do nada.
Sophie N 12,415 Reputation points Microsoft External Staff Moderator

2026-03-05T02:47:59.77+00:00

Querida @Bruno,
Muito obrigado pelo seu feedback.

Se estiver a ter um problema semelhante ao do autor da publicação original, sinta-se à vontade para tentar a solução alternativa temporária que partilhei abaixo. Ela pode ajudar enquanto aguardamos uma correção permanente.

Para garantir que lhe podemos dar o apoio adequado, poderia criar uma nova questão com mais detalhes sobre a sua situação específica? Cada caso pode ser ligeiramente diferente, e ter o contexto completo ajudar-nos-á a fornecer a melhor orientação possível.

Estamos aqui para ajudar e agradecemos muito a sua paciência.
Bruno 0 Reputation points

2026-03-05T03:06:10.5966667+00:00

Já criei, a mesma pode ser vista aqui
Sophie N 12,415 Reputation points Microsoft External Staff Moderator

2026-03-05T03:50:10.6133333+00:00

Querida @Bruno,

Obrigado pela atualização. Vejo que você adicionou uma nova pergunta na thread do Microsoft Q&A que compartilhou, e ela já foi selecionada por um moderador que está lhe auxiliando ativamente. Entendo o quão frustrante pode ser quando esse problema afeta seu planejamento diário e agradeço sua paciência. Esses tipos de problemas com IMAP geralmente exigem uma análise cuidadosa e, em alguns casos, investigação nos bastidores, portanto, envolver um moderador é o próximo passo correto. Por favor, aguarde um pouco enquanto o moderador continua analisando e solucionando o problema com você. Enquanto isso, sinta-se à vontade para continuar respondendo diretamente nessa thread se notar alguma mudança ou tiver detalhes adicionais para compartilhar que possam ajudar a agilizar o processo.

Agradecemos novamente sua paciência e compreensão. Estamos aqui para ajudá-lo e continuaremos a auxiliá-lo conforme a investigação avança.

Answer 1

Deleted

This answer has been deleted due to a violation of our Code of Conduct. The answer was manually reported or identified through automated detection before action was taken. Please refer to our Code of Conduct for more information.

Comments have been turned off. Learn more

Answer 2

Sophie N 12,415 Microsoft External Staff Moderator

Dear @Ricardo R,

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

I am sorry to hear you're experiencing this syncing issue with the New Outlook. It is particularly frustrating when one IMAP account works perfectly while another remains stuck, especially when you've already taken the standard troubleshooting steps like reinstalling the app.

Since you can send/receive fine in the "Classic" Outlook and on the web, the issue is likely a localized synchronization or credential handshake error within the New Outlook's specific sync layer.

I recommend following these steps in order to resolve the synchronization block:

Step 1: Verify App Passwords (2-Step Verification)

If your email provider (e.g., Gmail, Yahoo, iCloud, or a private host) has Two-Factor Authentication enabled, the New Outlook often requires a unique App Password rather than your standard login password.

Go to your provider’s security settings.
Generate a new App Password.
In New Outlook, go to Settings > Accounts > Email accounts > Manage and update the password.

Step 2: Reset the Account in New Outlook

Instead of just logging out, try the "Reset" function which clears the local cache for that specific account:

Go to Settings > Accounts > Email accounts.
Select the problematic IMAP account and click Manage.
Click Reset Account. This will restart the app and force a fresh sync without deleting your data from the server.

A step-by-step guide to resetting IMAP in the new Outlook: Manually set up an email account in the new Outlook for Windows (Microsoft 365) - IONOS Help

User's image

Note: 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.

Step 3: Check IMAP Port and Encryption Settings

Sometimes the "Auto-detect" feature in New Outlook selects the wrong port. Please manually verify these settings under the View more section when adding the account:

Incoming (IMAP): Port 993 (SSL/TLS).
Outgoing (SMTP): Port 465 (SSL/TLS) or 587 (STARTTLS).
Ensure the SMTP username and password are checked to match your IMAP credentials.

For further details, you may refer to: POP, IMAP, and SMTP settings for Outlook.com - Microsoft Support

Step 4: Repair the Outlook App (Windows Settings)

If the "Reset" within the app fails, try a system-level repair:

Close Outlook.
Go to Windows Settings > Apps > Installed Apps.
Find Outlook (New), click the three dots, and select Advanced options.
Click Repair. If that doesn't work, try Reset.

The error message you are seeing in your drafts indicates that the messages are stored in a local "New Outlook" cache that hasn't successfully reached your provider's SMTP server. Please copy the text of those drafts into a separate document before resetting the account, as local cache resets may clear those unsent items.

For more detailed technical requirements, you can refer to the official Add an email account to Outlook for Windows

I hope this detailed guide helps you resolve the issue. Please try these steps and let me know how it goes. If you run into any trouble at a specific step, just let me know, and I'll be happy to help you further.

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

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.

Ricardo R 0 Reputation points

2026-02-27T19:46:34.17+00:00
Dear Sophie N,

Thank you for the detailed guidance.

I wanted to confirm that I have already tried every step you listed, including:

Generating/using a new App Password (and also testing with the standard password where applicable).

Resetting the account inside New Outlook (Settings → Accounts → Email accounts → Manage → Reset Account).

Removing and re-adding the IMAP account manually, verifying ports/encryption (IMAP 993 SSL/TLS; SMTP 465 SSL/TLS or 587 STARTTLS) and confirming the SMTP authentication settings match the IMAP credentials.

Repairing/Resetting the New Outlook app from Windows Settings.

Fully uninstalling New Outlook, restarting, and reinstalling the app from scratch.

In addition, I opened a ticket with my hosting/email provider to confirm whether the issue could be server-side (IMAP/SMTP restrictions, authentication blocks, IP rate-limits, or security policies). They reviewed the server logs/settings and did not find any evidence of blocking, failed authentication attempts, or any policy preventing access from Outlook. Email works as expected via the provider’s webmail and also in Classic Outlook, which is why this looks specific to New Outlook’s sync/cache layer for this single IMAP account.

Current behavior remains the same:

New Outlook does not show new incoming messages for this account, even though they are visible on webmail and Classic Outlook.

Sending fails in New Outlook: messages stay in Drafts with “Something went wrong and we haven’t sent your message yet.”

These drafts are only visible in New Outlook and are not accessible from webmail/Classic Outlook.

The Sync button appears to have no effect.

Another IMAP account in the same New Outlook profile works normally, so the problem is isolated to this one account in New Outlook.

At this point, could you please advise on deeper diagnostics or next steps on the Microsoft side? For example:

Is there a way to capture logs/diagnostic data specifically for New Outlook IMAP sync (client-side logging), so I can share them here?

Are there any known issues/bugs affecting New Outlook + IMAP accounts where drafts remain in a local cache and inbox fails to refresh?

Are there any additional “cache rebuild” steps beyond Reset Account (e.g., clearing local app data directories) that you recommend?

If this is a known limitation with New Outlook and IMAP providers, is there an official workaround or fix timeline?

I’m happy to provide:

Provider name (and whether 2FA is enabled)

IMAP/SMTP hostnames and ports (non-sensitive)

A screenshot of the account settings in New Outlook (with sensitive details redacted)

Any relevant error IDs or logs, if you point me to where to collect them

Thanks again for your help—this has effectively blocked my workflow on New Outlook for this account and I haven’t been able to find a reliable solution despite extensive troubleshooting.

Best regards, Moderator note: personal info removed [Name/Support Team],

Thank you for the detailed guidance.

I wanted to confirm that I have already tried every step you listed, including:

Generating/using a new App Password (and also testing with the standard password where applicable).

Resetting the account inside New Outlook (Settings → Accounts → Email accounts → Manage → Reset Account).

Removing and re-adding the IMAP account manually, verifying ports/encryption (IMAP 993 SSL/TLS; SMTP 465 SSL/TLS or 587 STARTTLS) and confirming the SMTP authentication settings match the IMAP credentials.

Repairing/Resetting the New Outlook app from Windows Settings.

Fully uninstalling New Outlook, restarting, and reinstalling the app from scratch.

In addition, I opened a ticket with my hosting/email provider to confirm whether the issue could be server-side (IMAP/SMTP restrictions, authentication blocks, IP rate-limits, or security policies). They reviewed the server logs/settings and did not find any evidence of blocking, failed authentication attempts, or any policy preventing access from Outlook. Email works as expected via the provider’s webmail and also in Classic Outlook, which is why this looks specific to New Outlook’s sync/cache layer for this single IMAP account.

Current behavior remains the same:

New Outlook does not show new incoming messages for this account, even though they are visible on webmail and Classic Outlook.

Sending fails in New Outlook: messages stay in Drafts with “Something went wrong and we haven’t sent your message yet.”

These drafts are only visible in New Outlook and are not accessible from webmail/Classic Outlook.

The Sync button appears to have no effect.

Another IMAP account in the same New Outlook profile works normally, so the problem is isolated to this one account in New Outlook.

At this point, could you please advise on deeper diagnostics or next steps on the Microsoft side? For example:

Is there a way to capture logs/diagnostic data specifically for New Outlook IMAP sync (client-side logging), so I can share them here?

Are there any known issues/bugs affecting New Outlook + IMAP accounts where drafts remain in a local cache and inbox fails to refresh?

Are there any additional “cache rebuild” steps beyond Reset Account (e.g., clearing local app data directories) that you recommend?

If this is a known limitation with New Outlook and IMAP providers, is there an official workaround or fix timeline?

Thanks again for your help—this has effectively blocked my workflow on New Outlook for this account and I haven’t been able to find a reliable solution despite extensive troubleshooting.Dear Sophie N,

Thank you for the detailed guidance.

I wanted to confirm that I have already tried every step you listed, including:

Generating/using a new App Password (and also testing with the standard password where applicable).

Resetting the account inside New Outlook (Settings → Accounts → Email accounts → Manage → Reset Account).

Removing and re-adding the IMAP account manually, verifying ports/encryption (IMAP 993 SSL/TLS; SMTP 465 SSL/TLS or 587 STARTTLS) and confirming the SMTP authentication settings match the IMAP credentials.

Repairing/Resetting the New Outlook app from Windows Settings.

Fully uninstalling New Outlook, restarting, and reinstalling the app from scratch.

In addition, I opened a ticket with my hosting/email provider to confirm whether the issue could be server-side (IMAP/SMTP restrictions, authentication blocks, IP rate-limits, or security policies). They reviewed the server logs/settings and did not find any evidence of blocking, failed authentication attempts, or any policy preventing access from Outlook. Email works as expected via the provider’s webmail and also in Classic Outlook, which is why this looks specific to New Outlook’s sync/cache layer for this single IMAP account.

Current behavior remains the same:

New Outlook does not show new incoming messages for this account, even though they are visible on webmail and Classic Outlook.

Sending fails in New Outlook: messages stay in Drafts with “Something went wrong and we haven’t sent your message yet.”

These drafts are only visible in New Outlook and are not accessible from webmail/Classic Outlook.

The Sync button appears to have no effect.

Another IMAP account in the same New Outlook profile works normally, so the problem is isolated to this one account in New Outlook.

At this point, could you please advise on deeper diagnostics or next steps on the Microsoft side? For example:

Is there a way to capture logs/diagnostic data specifically for New Outlook IMAP sync (client-side logging), so I can share them here?

Are there any known issues/bugs affecting New Outlook + IMAP accounts where drafts remain in a local cache and inbox fails to refresh?

Are there any additional “cache rebuild” steps beyond Reset Account (e.g., clearing local app data directories) that you recommend?

If this is a known limitation with New Outlook and IMAP providers, is there an official workaround or fix timeline?

I’m happy to provide:

Provider name (and whether 2FA is enabled)

IMAP/SMTP hostnames and ports (non-sensitive)

A screenshot of the account settings in New Outlook (with sensitive details redacted)

Any relevant error IDs or logs, if you point me to where to collect them

Thanks again for your help—this has effectively blocked my workflow on New Outlook for this account and I haven’t been able to find a reliable solution despite extensive troubleshooting.

Best regards, Moderator note: personal info removed [Name/Support Team],

Thank you for the detailed guidance.

I wanted to confirm that I have already tried every step you listed, including:

Generating/using a new App Password (and also testing with the standard password where applicable).

Resetting the account inside New Outlook (Settings → Accounts → Email accounts → Manage → Reset Account).

Removing and re-adding the IMAP account manually, verifying ports/encryption (IMAP 993 SSL/TLS; SMTP 465 SSL/TLS or 587 STARTTLS) and confirming the SMTP authentication settings match the IMAP credentials.

Repairing/Resetting the New Outlook app from Windows Settings.

Fully uninstalling New Outlook, restarting, and reinstalling the app from scratch.

In addition, I opened a ticket with my hosting/email provider to confirm whether the issue could be server-side (IMAP/SMTP restrictions, authentication blocks, IP rate-limits, or security policies). They reviewed the server logs/settings and did not find any evidence of blocking, failed authentication attempts, or any policy preventing access from Outlook. Email works as expected via the provider’s webmail and also in Classic Outlook, which is why this looks specific to New Outlook’s sync/cache layer for this single IMAP account.

Current behavior remains the same:

New Outlook does not show new incoming messages for this account, even though they are visible on webmail and Classic Outlook.

Sending fails in New Outlook: messages stay in Drafts with “Something went wrong and we haven’t sent your message yet.”

These drafts are only visible in New Outlook and are not accessible from webmail/Classic Outlook.

The Sync button appears to have no effect.

Another IMAP account in the same New Outlook profile works normally, so the problem is isolated to this one account in New Outlook.

At this point, could you please advise on deeper diagnostics or next steps on the Microsoft side? For example:

Is there a way to capture logs/diagnostic data specifically for New Outlook IMAP sync (client-side logging), so I can share them here?

Are there any known issues/bugs affecting New Outlook + IMAP accounts where drafts remain in a local cache and inbox fails to refresh?

Are there any additional “cache rebuild” steps beyond Reset Account (e.g., clearing local app data directories) that you recommend?

If this is a known limitation with New Outlook and IMAP providers, is there an official workaround or fix timeline?

Thanks again for your help—this has effectively blocked my workflow on New Outlook for this account and I haven’t been able to find a reliable solution despite extensive troubleshooting.
Sophie N 12,415 Reputation points Microsoft External Staff Moderator

2026-03-02T01:39:24.28+00:00
Dear @Ricardo R,

Thank you for your very detailed update and for confirming that you have already completed all of the standard troubleshooting steps. I fully understand how disruptive this is, especially since the same IMAP account works correctly in webmail and Classic Outlook, and another IMAP account works fine in New Outlook.

Based on your description, this behavior does align with a known class of limitations and defects in New Outlook’s IMAP implementation. New Outlook uses a Microsoft-managed cloud sync and local cache layer for IMAP accounts, which is different from Classic Outlook’s direct IMAP behavior.

As a forum moderator, I’m unfortunately limited in the level of investigation I can perform. I don’t have access to internal diagnostic tools, backend logs, or engineering escalation paths from this forum.

At this stage, the recommended next step is escalation through the Microsoft 365 Admin Center:

Please ask your Microsoft 365 Global Admin (or IT Admin) to open a support ticket in the Admin Center.

This allows the issue to be reviewed by Microsoft Support with access to New Outlook telemetry, account-level sync diagnostics, and known issue tracking.

When opening the ticket, please reference that the issue is isolated to New Outlook, affects a single IMAP account, and persists after full app reset and reinstall.

As a temporary workaround, many users in similar situations continue using Classic Outlook for the affected IMAP account until the New Outlook IMAP sync issue is resolved.

I appreciate your patience and understanding. I know this is not the ideal answer, but escalation via the Admin Center is the correct path to enable deeper investigation and resolution on the Microsoft side.

Share via

IMAP account not working with new Outlook

2 answers

Your answer