Outlook in Windows 11 suddenly stopped receiving emails

Question

I have 2 email accounts with my internet provider and on 8/7/26 I suddenly stopped receiving emails in Outlook for both accounts. I am able to send/recieve in Webmail.

Today, I changed my email passwords for both accounts and removed 1 of the accounts from Outlook so I could add it back in with the new password credentials. I'm using the advanced option and at first, I recieve the message 'waiting for email provider'. Then the error 'sign in failed'.

For the password field when managing accounts, it states, 'accounts may need an app password different from the email password'. I don't have an app password and when I click 'forgot password' to reset it, it states I don't have an account.

The email domain for both emails I have is @twcny.rr.com

I do have accurate IMAP and SMTP configurations & ports. Not sure what else to do?

Answer 1

Hi there! Just to add up on the answer provided by the AI. If possible, try adding one of the @twcny.rr.com accounts to another IMAP mail client or another mail app using the same settings (such as a mail app on your phone).

If it also fails there while Webmail continues to work, that would strongly point to an IMAP authentication/server-side issue with the email provider, rather than an Outlook problem.

Because both accounts stopped receiving mail on the same date, I'd also suggest to contact your email provider and ask them to verify that IMAP access and authentication are working for your @twcny.rr.com accounts. That simultaneous failure is an important clue that something has changed on the server side.

Answer 2

Since webmail works and both @twcny.rr.com accounts failed in Outlook at the same time, the most likely issue is Outlook authentication rather than the mailbox itself.

Try this in order:

1. Re-enter the password in new Outlook
   • Select the email account name.
   • When the sign-in pop-up appears, select Continue.
   • Enter the new password.
2. If Outlook says an app password may be required, use an app password from the email provider
   • For some third-party accounts, Outlook requires an app password instead of the normal mailbox password.
   • Generate the app password on the email provider’s site, then paste that app password into Outlook when prompted for the account password.
   • The “forgot password” option in Outlook is not the place to create that provider app password.
3. Verify Outlook is not offline
   • In classic Outlook, if the status bar shows Disconnected, Working Offline, or Trying to connect…, go to Send/Receive > Work Offline to switch back online, then try Send/Receive again.
4. Check the account settings in Windows Mail setup
   • Open Control Panel.
   • Open Mail.
   • Select Email Accounts.
   • Select the affected account, then Change.
   • Verify the Incoming mail server, Outgoing mail server, User Name, and Password match the provider’s settings.
   • If the provider uses two-factor authentication, use the generated passcode instead of the regular password.
5. If Outlook keeps failing with the normal password, create a new app password and update the account
   • In Outlook, go to File > Account Information.
   • Select the IMAP account.
   • Choose Account Settings > Server Settings.
   • Paste the new app password into the Password box.
   • Select Next, then Done.
6. If the account is being added in classic Outlook and no password prompt appears
   • On the IMAP details page, make sure Require logon using Secure Password Authentication (SPA) is Unchecked.

A current Outlook issue that showed “You may need to make an app password” in new Outlook for some third-party accounts is listed as fixed, but provider-side app password requirements can still apply.

---

• I can't send or receive messages in Outlook
• Troubleshoot Outlook email setup
• Error, "You may need to make an app password," when you add an account or send/receive email from some third-party email accounts
• Change or update email account settings in Outlook for Windows
• Outlook IMAP or POP server unexpectedly terminated the connection, and the server was interrupted
• Troubleshoot Outlook email setup