Can't login to my emails on my phone?

Question

I have got a new phone - a Samsung, my previous phone was an iphone - and I can't login to my emails on it. I have reset my password and it still says it is incorrect. This is causing so many problems because many of the apps require authentication through the email account - what is going on and how can I fix it?

Answer 1

Hi Catherine James

Thank you for reaching out to the Microsoft Q&A Forum. I understand that after switching from an iPhone to a Samsung device, you are unable to sign in to your email account on the new phone, even after resetting the password. This issue is also affecting app authentication on your device.

Please make sure that you've already tried the steps suggested by Q&A Assist under your thread. In addition, kindly try the following troubleshooting steps:

1. Update Outlook for Android

• Open the Google Play Store
• Search for Outlook
• Install any available updates

2. Remove and re-add the email account

• Open Outlook for Android
• Go to Settings
• Remove the affected email account
• Add the account again and make sure to select the correct email provider type when prompted

3. Temporarily disable VPN or Private DNS

• Some VPNs or private DNS settings on Android can block authentication
• Turn them off temporarily, then try signing in again

4. Verify date and time settings

• Go to Phone Settings
• Enable Automatic date and time
• Restart the phone and retry signing in

5. Clear Outlook app cache

• Go to Phone Settings > Apps > Outlook > Storage
• Select Clear cache (do not clear data)
• Restart the phone and try signing in again

These steps can help refresh authentication tokens, especially after a recent password change. Please feel free to let me know how it goes and thank you for your understanding.

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Answer 2

On a new phone, Outlook for Android may reject a correct password if the account password was recently changed, the account needs recovery, or the app is out of date or misconfigured.

Try these steps in order:

1. Confirm the account works on the web
   1. If this is a Microsoft personal account (Hotmail/Outlook/Live):
      • Go to the Microsoft sign-in page in a browser and sign in with the new password.
      • If the password is not accepted there, use Recover your account and follow the steps to reset it again: Recover your account.
   2. If this is a work or school Microsoft 365 account:
      • Try signing in to Outlook on the web (OWA/Webmail) in a browser.
      • If sign-in fails, reset the password using your organization’s self-service password reset page if allowed: Reset password, or contact the IT admin.
   3. If this is a non-Microsoft account (Gmail, Yahoo, iCloud, IMAP/Exchange from another provider):
      • Confirm you can sign in to that provider’s webmail with the new password.
2. Make sure the password change is done correctly
   • Passwords cannot be changed from the Outlook app itself. Change the password in the account’s web portal first (for example, Outlook.com for @hotmail.com):
     1. Log into the email account from the web.
     2. Go to profile/account settings.
     3. Change the password.
     4. Then return to Outlook for Android; it should detect a sync error and prompt for the new password. If it does not, remove and re-add the account.
3. Remove and re-add the account in Outlook for Android
   • In Outlook for Android, go to Settings > Accounts.
   • Select the problem account and choose Delete Account.
   • Then go to Settings > Accounts > Add Account > Email account and add the account again using the confirmed working password.
   • If prompted with Select your email provider, choose the correct type (Microsoft 365, Outlook.com, Gmail, Yahoo, or IMAP/Exchange as appropriate). For IMAP/Exchange from another provider, use Show advanced settings and enter the server details from the provider.
4. If Outlook says the password is incorrect
   • Verify the username/email address is typed exactly as used on the web (including the correct domain such as .com vs .co.uk).
   • For work/school Exchange accounts, try using the UPN (for example, ******@contoso.com) if it differs from the visible email address.
   • If the error persists only on the phone but not on the web, delete the account from Outlook for Android and add it again after confirming the password works in a browser.
5. If still unable to sign in
   • For Microsoft personal accounts that suddenly stopped working even with the correct password, use the account recovery flow again from a browser and complete all steps, including security code verification.
   • For work/school accounts, contact the organization’s IT admin to verify the account is active and to confirm the correct username and server settings.
   • For non-Microsoft accounts (Gmail, Yahoo, iCloud, other IMAP/Exchange), contact that provider’s support if web sign-in fails.

Once the account signs in successfully on the web and is re-added to Outlook for Android with the correct provider type and server settings, email-based authentication for apps on the phone should start working again.

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References:

• Can't sign in to the Outlook mobile app
• Outlook for iOS and Android FAQ
• Updating your email account password.
• [Exchange] Why do I get the message "Please check your email and password and try again"?
• NoSuchAccountException: Login Error
• My username and password have stopped working
• Set up the Outlook app for iOS
• Cannot login to my outlook account from iphone even though details are correct - Microsoft Q&A
• Unable to change password in my Outlook - Microsoft Q&A
• Can't sign in to my email - Microsoft Q&A