Outlook .......................................................................................................................

Question

Outlook App doesn't accept my Telstra account

.

.........................................................................................................................................................................

.

........................................................................................................................................................

Answer 1

Hi,

A lot of tickets on the same issue have appeared recently.

https://learn.microsoft.com/en-au/answers/questions/5863022/cant-set-up-new-outlook-with-telatrs-imap

https://learn.microsoft.com/en-my/answers/questions/5808210/your-new-outlook-will-not-allow-me-to-log-into-ano

Older ticket:

https://learn.microsoft.com/en-us/answers/questions/5488392/new-outlook-bigpond-cant-send-or-recieve

A workaround would be to manually add the account by modifying the servers.

1. Open the Microsoft Outlook (new Outlook app).
2. Go to Settings → Accounts → Add account.
3. Enter your email address and password, then click More settings.
4. Manually enter the incoming and outgoing server addresses.

Account type: IMAP

• Incoming server address: imap.telstra.com
• Incoming server port: 993
• Encrypted connection: SSL
• Outgoing server address: smtp.telstra.com
• Outgoing server port: 465 (recommended) or 587
• Authentication: Yes or On
• Encrypted connection: SSL/TLS  on port 465 (recommended) or STARTTLS  on port 587

The option ‘Outgoing server requires authentication’ must be ticked.

https://www.telstra.com.au/support/email/imap-pop-smtp-mail-server-settings

I hope this information helps. If you have any more questions, don't hesitate to reach out.

Otherwise, please take a moment to rate the answer. Wishing you good luck!

Standard 3rd party link disclaimer:

There may be links to non-Microsoft websites that provide accurate and safe information. Watch out for ads on websites frequently classified as PUP (Potentially Unwanted Products). There is no need to buy paid products to fix your computers, as they sometimes do more harm than good.

Answer 2

Use the following steps to troubleshoot when Outlook does not accept a mail account such as a Telstra address.

1. Confirm the correct account type in Outlook
   • In classic Outlook, Telstra-type addresses must use the correct account type and server settings. If the account is added with the wrong type (for example, as Exchange or Microsoft 365 instead of the provider’s correct type), messages and folders may not sync or sign-in may fail.
   • For consumer providers (like Telstra), this is typically an IMAP/POP account. Verify the correct server type and settings with the provider.
2. Re-add the account in Outlook
   • Remove the Telstra account from Outlook.
   • Add it again using the correct account type and server settings from the provider. If Outlook offers multiple choices, select the one that matches the provider’s documented settings.
   • If adding as IMAP and Outlook does not prompt for a password, ensure Require logon using Secure Password Authentication (SPA) is unchecked on the IMAP details page, then try adding the account again through Control Panel → Mail → Email Accounts… → New.
3. If using Outlook mobile with the same account
   • In the Outlook mobile app, go to Settings → tap the Telstra account (or the one that is not syncing/accepting credentials) → Reset Account and test.
   • If that fails, from Settings, tap the account → Delete Account → Delete From This Device, then re-add it.
   • If prompted to set up the account as IMAP and calendar/contacts do not sync, the provider may not support calendar/contacts sync for IMAP; only email will work. In that case, contact the provider or admin for supported configuration and server settings.
4. Verify credentials with the provider
   • Sign in to the Telstra webmail site directly using the same username and password to confirm that the credentials are valid and the account is not locked.
   • If sign-in fails on the provider’s site, reset the password there first, then update Outlook with the new password.
5. If Outlook still will not accept the account
   • Double-check all server settings (incoming/outgoing server names, ports, encryption type) against the provider’s documentation.
   • If Outlook continues to reject the account even with correct settings and a confirmed working password, contact Telstra support to verify whether any security changes (such as app passwords or blocked sign-ins) affect third-party mail apps like Outlook.

---

References:

• Troubleshoot Outlook email setup
• Can't sync calendar and contacts with my phone or tablet