My outlook has locked on my PC Ipad and Iphone and keeps asking for an IMAP password.

Question

I have tried using your support article "change your password in outlook.com. I now realise that New outlook shares the same passwords as my microsoft account which is different to the old system.

I used the existing Microsoft account password this did not work either. I have now changed my Microsoft account password and tried resetting my outlook account with the same password and it still remains locked. Please can I talk to someone to guide me through the process?

Answer 1

Hello Nigel Box,

Thank you for reaching out to the Microsoft Q&A forum. I understand how frustrating it is to feel "locked" out of your account across all your devices, especially after you have already taken the correct steps to update your Microsoft account password. 

Based on your description, it appears your account was originally added to your devices using an older IMAP (manual) configuration. In the "New Outlook" and modern mobile apps, Microsoft accounts should be added as "Outlook.com" or "Exchange" accounts. 

To resolve this synchronization loop, please follow these steps to re-establish a secure connection: 

1. On your PC (New Outlook) 

• Go to Settings (gear icon) > Accounts > Email accounts. 
• Locate your account, click Manage, and select Remove. 
• Restart Outlook. 
• Select Add Account and enter your email address. 
• Let Outlook auto-detect the account; it should prompt you to sign in via a Microsoft branded pop-up window. Your new Microsoft account password will be accepted here. 

2. On your iPad & iPhone 

• Go to Settings > Mail > Accounts. 
• Select your Outlook account and tap Delete Account (Note: This only removes the account from your device; your emails remain safe on the server). 
• Tap Add Account and select the Outlook.com logo (not "Other" or "IMAP"). 
• Sign in using your email and your new Microsoft account password. 

If you have completed the steps above and still receive a message that the account is "Locked," there may be a security flag on the account itself that requires an agent's intervention. I strongly suggest you submit a support ticket to chat with the Live Support team.

You can reach them by following these steps: 

1. Visit the Contact - Microsoft Support page. 
2. In the search box, type "Account Locked" and press Enter. 
3. Click Get Help, then scroll to the bottom and select Contact Support. 

Note: You will need to be signed in to a working personal Microsoft account to see the live chat options. 

1. Under Products & Services, choose Other Products. 
2. Under Category, choose Manage Account Security. 
3. Click Confirm. 
4. You should now see the option to "Chat with a support agent in your web browser." 

Note: live chat is generally available during local business hours. If the option does not appear, I recommend trying again during standard 9 AM – 5 PM window.  

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Answer 2

Because the Outlook apps on all devices are locked and repeatedly asking for an IMAP password, the most reliable fix is to remove the affected accounts from each Outlook app and then add them back using the correct password for the Microsoft account.

Follow these steps on each device where Outlook is stuck:

1. Remove the Outlook.com/Microsoft account from the app
   • In Outlook (Windows or mobile), go to Settings.
   • Select the affected email account.
   • Choose Delete account or Remove account.
   • Confirm the removal.
   This is the recommended workaround when Outlook gets stuck after account or alias/password changes.
2. Confirm and, if needed, reset the Microsoft account password
   • Use the official password reset page for Microsoft personal accounts: Outlook.com, Live, and Hotmail.
   • Complete the reset and sign in to Outlook.com in a browser to verify that the new password works for email there.
3. Re-add the account in Outlook using the same working password
   • In Outlook for Windows (new Outlook):
     1. Go to Settings → Accounts → Add account.
     2. Enter the Outlook.com/Microsoft email address.
     3. When prompted, sign in with the same Microsoft account password that works on Outlook.com.
   • In Outlook for iOS/iPadOS:
     1. Go to Settings → Accounts → Add Account → Email Account.
     2. Enter the Outlook.com email address and tap Add Account.
     3. Sign in with the same Microsoft account password.
   If the account is configured as IMAP instead of Outlook.com/Microsoft, delete that IMAP profile and add it back as an Outlook.com/Microsoft account type so that it uses the Microsoft account sign-in rather than a separate IMAP password.
4. If the apps still do not accept the password
   • For Outlook mobile (Android/iOS), when password or alias changes cause sign-in issues, deleting and re-adding the account is the documented fix.
   • If Outlook for iOS does not pick up the new password after changing it on the website, delete the email account from the app and re-add it.
5. To get live support from Microsoft
   • On Outlook mobile: go to Settings → Help & Feedback → Contact Support to chat with a support agent from within the app.
   • For Outlook.com and Microsoft account issues, use the support entry points listed under Still need help? in Outlook.com help pages.

These steps ensure that all devices use the same, current Microsoft account password and that any corrupted or outdated IMAP/Outlook profiles are rebuilt.

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References:

• After I changed my primary alias on my outlook.com account, I can't log back in
• Set up the Outlook app for iOS
• Updating your email account password.
• Change or update your email password in Outlook for Windows
• Troubleshoot Outlook email setup
• Settings for IMAP4 access to Microsoft personal email accounts