Cannot get one of my email accounts to show in Outlook

Question

3 days ago my account was hacked so i changed my password & now I can't get one of my email account emails to load.

It keeps wanting me to sign in through my browser.

Can someone call me?

[moderator's note: PII removed]

Answer 1

Hi ADELINE WICKHAM,

I understand how concerning this must be, especially after your account was recently compromised.

To narrow this down, could you let us know:

• Are you using new Outlook, classic Outlook or Outlook on the web?
• Is the affected address an Outlook.com/Hotmail account, a work or school accoun, or an account from another provider such as Gmail or Yahoo?
• Can you sign in to that account directly on the email provider’s website using the new password or does the browser also show an error?

In the meantime, please try the following:

• Complete the browser sign-in when Outlook prompts you, making sure you select the affected email address and enter the new password.
• If the account appears in Outlook, select the account name and choose Continue when prompted to reconnect it.
• Restart Outlook after completing the sign-in.
• If the account still does not load, remove only the affected account from Outlook and add it again. Before doing this, make sure you can successfully sign in through the provider’s website and that any locally stored mail is backed up.
• Since the account was compromised, review the account’s recent sign-in activity and security information and enable two-step verification if it is not already enabled.

This guidance confirms that after changing a password with the email provider, the updated password must also be entered in Outlook. You can find the relevant steps here: Change or update your email password in Outlook for Windows.

Also, for your privacy and security, I edited your post and remove the phone number. This is a public forum and posting contact details may expose you to unsolicited calls or support scams. Community members cannot arrange a phone call from the forum. Thank you so much for your understanding. 

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