Email problem

Question

I recently bought a new phone and no longer can access my emails on my phone or tablet.

Answer 1

Dear BERTI BUELOW, 

I understand you bought a new phone and you can’t access your email on your phone or tablet in Outlook for Android. 

When you try on the new phone/tablet, does Outlook fail during sign-in, or does it sign in but won’t sync/load mail (blank inbox / stuck loading)? 

Meanwhile, please try these steps if the AI steps do not work:  

• Reset the account inside Outlook mobile  
  • Open Outlook mobile > Settings > select your email account > Reset Account.  
• Make sure the device has enough free storage for Outlook to function normally 
  • If the phone/tablet is low on storage, Outlook can fail to sync or behave unpredictably. Free space in Android Settings > Storage (remove/uninstall items you don’t need).  
• If Outlook is crashing or won’t open correctly on the new phone 
  • Clear the browser cache on the device, then remove Outlook and reinstall it.  
• For further information see: Can't sign in to the Outlook mobile app - Microsoft Support 

Please tell me how it goes. I will be happy to help further. Have a lovely day!   

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Answer 2

Follow these steps to restore email access on the new phone and tablet.

1. Confirm the type of account
   • Calendar and contacts only sync if the account is added as Exchange / Exchange ActiveSync / Microsoft 365 / Outlook.com.
   • If the account is added as IMAP or POP, only email will sync and it may not work correctly on all devices.
2. If using the built‑in iOS Mail app
   1. Open Settings on the iPhone or iPad.
   2. Go to Mail > Accounts > select the email account.
   3. Choose Delete Account.
   4. Add the account again and select Exchange when prompted.
   5. Complete setup and ensure Mail, Contacts, and Calendars are enabled.
3. If using the Samsung Email app (Android tablet/phone)
   1. Go to Settings > Accounts > Exchange > tap the email address.
   2. If the account type shows IMAP, remove it:
      • Tap More > Remove account.
   3. Re‑add the account and choose Exchange ActiveSync or Exchange.
   4. In the account settings, make sure Sync Calendar and Sync Contacts are enabled.
4. If using Outlook mobile (Android or iOS)
   • If sign‑in fails with a Microsoft personal account (Outlook.com, Hotmail, Live):
     • Use the sign‑in helper at the link under Microsoft personal account in the article to diagnose and fix sign‑in issues.
   • If using a work or school Microsoft 365 account:
     • Use the Reset password link in the article if self‑service password reset is allowed, or contact the organization’s IT admin.
   • Ensure the latest Outlook app version is installed using the download the latest version link in the article.
5. If email used to work and suddenly stopped
   • For Outlook.com accounts, follow the guidance under Fix email sync issues by removing a device from your Outlook mailbox:
     1. In a browser, sign in to Outlook.com.
     2. Go to Settings > General > Mobile devices.
     3. Select the affected phone or tablet and delete the device partnership.
     4. Save changes, power the device off and back on, then let it resync.
6. Check provider limitations
   • If the email provider is not Microsoft, Google, or Yahoo, verify with the provider whether the account supports Exchange ActiveSync. If it only supports IMAP/POP, only email will sync, not calendar or contacts.
7. Be aware of upcoming ActiveSync changes
   • Starting March 1, 2026, devices using ActiveSync versions lower than 16.1 will no longer connect to Exchange Online services. Older devices may need updated software or a newer mail app.

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References:

• Can't sync calendar and contacts with my phone or tablet
• Can't sign in to the Outlook mobile app
• Fix email sync issues by removing a device from your Outlook mailbox