Unable to add accounts on Android Outlook App

Question

I am having an issue with adding two email accounts (one hotmail and one outlook). My hotmail, I changed my email password and when the app requested to re-enter the password, I am unable to log in. I reinstalled the app and now I am unable to log into both my accounts, where it states to try on another device or other methods. Browser and the PC app, work just fine. Does not matter if I am on wifi or mobile data.

Answer 1

Hi Joey,

I understand how confusing this situation is, especially when your Outlook.com and Hotmail accounts sign in normally on the web and on your PC but fail only when you try to add them to the Outlook app on Android.First, please note that this is a user-to-user forum, so contributors don’t have access to Microsoft account security systems to remove or override sign-in restrictions. The best we can do is point you to the most relevant official checks and support paths.

1, Use the official “can’t sign in” path for Outlook mobile:

The Outlook mobile sign-in help page directs Microsoft personal accounts to the sign-in helper tool, which can detect account-side sign-in blockers and route you to the right next action. Start here: Can’t sign in to the Outlook mobile app.

2, Review recent sign-in activity and complete any pending verification:

From a browser where sign-in already works, review your account’s recent activity and respond to any entries marked as unusual. When a sign-in is flagged, new device or app sign-ins can be challenged until verification is completed. This behavior is described in the account security guidance for unusual sign-in activity. What happens if there's an unusual sign-in to your account - Microsoft Support

3, Confirm your security information is current and usable

If the Android app shows messages like “try another device” or “try another method,” it usually means the account requires a working verification option at sign-in. The account security articles explain how adding or updating security info (such as alternate verification options) helps complete sign-ins and avoid repeated challenges. Microsoft account security info & verification codes - Microsoft Support

4, Retry adding the account using the supported Outlook for Android setup steps

Once any required verification is completed, retry adding the account using the documented setup flow for Outlook for Android. For Outlook.com/Hotmail accounts, these two articles confirm the supported way to add the account and complete modern sign-in within the app. Set up email in the Outlook for Android app - Microsoft Support and Add your Outlook.com account to another mail app or smart device - Microsoft Support

5, If it still won’t add in the app, use the official contact channel for account/sign-in review

When the sign-in helper and security checks don’t clear it, the next practical step is to contact support so they can review the account sign-in status from their side. Please follow below steps to reach a live chat agent:

1. Visit the Microsoft Support contact page: Contact - Microsoft Support  
2. In the search bar provided on the page, type "Outlook issue" and press Enter.  
3. Click on the "Get Help" button that appears.  
4. Scroll down the page until you see and click on the "Contact Support" option.  
5. When prompted to select your product or service, choose "Other Products".  
6. For the category, choose "Outlook".  
7. Look for and click on "Chat with a support agent in your web browser".  
8. Confirm your personal email when prompted - this is the email Microsoft will use to communicate with you during and after the support session.  
9. Explain your situation clearly: Be concise but provide all the relevant details.    

I hope this helps explain why web/PC sign-in can work while the Outlook for Android sign-in is blocked and gives you the most relevant official paths to get it cleared.

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