Google Pixel, Outlook app

Question

Hello, WGU recently transferred from gmail to outlook. I went to log in like I am able to on the computer and on my cellphone web browser. I.E school email ([Moderator note: Personally Identifiable Information removed]@wgu.edu) and then school/work account and password. However on the phone app it is giving and error and will not log in.

Error [5objp]

code 885942753

correlation ID: [Moderator note: Personally Identifiable Information removed]

(google said to go into the phone settings and I cleared the cache and reboot or reset my phone. That still did not work.

Answer 1

Dear Katherine,

Good day, and I appreciate the detailed description of your issue. As a forum moderator, I genuinely wish I could directly access your account to diagnose and resolve this for you. Unfortunately, my role here is limited to providing general guidance and steps you can try from your side. Since your school recently moved from Gmail to Outlook / Microsoft 365, this is most likely an authentication or account-registration issue in the mobile app rather than a password problem, especially since you are able to sign in from a computer and mobile web browser. Please try the following steps to see if they help:

1.Remove any existing account from Outlook

In the Outlook app:

1. Tap your profile picture.
2. Tap the gear icon (Settings).
3. Select the WGU account if it appears.
4. Choose Delete Account from device.

Then close Outlook completely.

2.Remove old sign-ins

If your school account was previously associated with Google authentication:

• Open Settings  > Accounts > Manage Accounts.
• Remove any old school account entries.
• Restart your phone, then reopen Outlook.

3.Add the account manually

When Outlook asks for your email:

• Enter your full email address.
• If prompted for an account type, select Work or School Account (or Microsoft 365).
• Do not select Google, even if the account used to be hosted by Gmail.

4.Contact support

If the error continues after the steps above, this may be related to the Microsoft 365 tenant configuration during the migration, which only your school's IT team can review. Please contact your school's IT administrator / help desk and provide them with the error code, correlation ID, and device details you shared, along with the Outlook app version if known.

These details (especially the correlation ID and error code) are very useful, as they allow the Microsoft 365 administrators to locate the exact failed sign-in attempt in the Microsoft Entra sign-in logs and identify what is blocking it. If you don't know who your IT administrator is, please refer to this article: How do I find my Microsoft 365 admin? - Microsoft Support 

I hope this information helps clarify the situation and provides you with workable solutions. Should you have any further questions or need additional assistance, please don't hesitate to reach out. I'm always happy to help. Have a wonderful day! 

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