Outlook android app won't accept my email account

Question

I have a new Samsung S24U but when I tried to set up my email accounts onto the Outlook app, 2 of my 3 exchange email addresses work fine but the one hosted by Microsoft will not load. I have tried to delete and re-load the app but nothing works. My email account is fine both using the on-line outlook and the one i downloaded from the windows app store onto my surface laptop.

Any suggestions?

Answer 1

Dear David Tyson, 

Thank you for reaching out to the Microsoft Q&A forum. I understand you have a new Samsung S24U and while two Exchange accounts add successfully in Outlook for Android, the Microsoft-hosted mailbox will not load in the app even though it works in Outlook on the web and on your Surface. I am happy to assist you. For us to work on this smoothly, please kindly provide some more information follow these questions:

• When the Microsoft-hosted account fails to load in Outlook for Android, what is the exact error text shown? (feel free to give me a screenshot with personal information removed)
• Are you using personal Outlook account or Exchange/work/school account? 

Looking forward to hearing from you. 

Answer 2

Try the following steps focused on the problematic Microsoft‑hosted Exchange account on the Samsung S24 Ultra:

1. Remove and re-add only the failing account in Outlook for Android
   1. Open Outlook on Android.
   2. Go to Settings (gear icon).
   3. Tap the Microsoft‑hosted account that will not load.
   4. Tap Delete Account > Delete From This Device.
   5. Close Outlook completely, then reopen it.
   6. Go to Settings > Add Account > Add Email Account.
   7. Enter the problematic email address and tap Continue.
   8. If Outlook doesn’t auto-configure it correctly, tap Setup account manually (if shown), choose Exchange, then continue.
2. If it still fails, add it as a manual Exchange/Microsoft 365 account
   1. In Outlook for Android, go to Settings > Add Account > Add Email Account.
   2. Enter the email address and tap Continue.
   3. Tap Setup account manually (if available).
   4. Choose Exchange and toggle Advanced Settings on.
   5. Enter the server details provided by the email administrator. For Microsoft 365 work/school accounts, use:
      • Incoming/Exchange server: typically outlook.office365.com
      • Outgoing SMTP server: smtp.office365.com
      • Security: SSL/TLS for incoming; TLS for outgoing
      • SMTP port: 587
   6. Tap the checkmark icon to complete setup.
3. If calendar/contacts are not required, test with IMAP/POP (to confirm credentials)
   1. In Outlook for Android, go to Settings > Add Account > Add Email Account.
   2. Enter the email address and tap Continue.
   3. Choose IMAP or POP3.
   4. Turn on Advanced settings and enter the server settings from the provider or admin.
   5. Tap the checkmark icon. If this works but Exchange does not, the issue is likely with the Exchange/ActiveSync configuration on the server side.
4. If the account was previously added as IMAP/POP If the Microsoft‑hosted address is currently added on the phone as IMAP/POP (instead of Exchange), delete it and re-add it as Exchange or Exchange ActiveSync so that Outlook can connect properly and sync mail, calendar, and contacts.
5. If Outlook itself is misbehaving on the phone If none of the above work for this one account while others are fine:
   1. Uninstall Outlook for Android from the Samsung device.
   2. Restart the phone.
   3. Reinstall Outlook from Google Play.
   4. Add the Microsoft‑hosted account first, then add the other two accounts.

If the account still will not load while it works in web Outlook and on the Surface, contact the email administrator or provider to verify:

• The account is enabled for mobile/ActiveSync/modern authentication.
• No conditional access or security policy is blocking the device.

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References:

• Set up email in the Outlook for Android app
• Can't sync calendar and contacts with my phone or tablet
• Outlook for iOS and Android FAQ
• Can't get into outlook - Microsoft Q&A