Can't add email to Outlook for Android

[HoosierDaddy]

Setting up a new Pixel 10 for my wife and can't add her email account for Outlook. I don't think its a Pixel issue because I then attempted to add her email to my Samsung S24 FE outlook app and got the same error. The error pops up after a bunch of thrashing after entering the email address. Never gets to asking for credentials. Should not matter but her Microsoft account and Google account are and have always been all the same email address at a domain I own. Email addresses have been added to numerous prior android phones of various brands. Error message attached.

I see an option to add an account at the Android level from "other subscriptions" one of which is IMAP. However, that option has a Gmail icon. Neither of us have ever had a Gmail address, and don't want to try that option and end up giving Google her email credentials just to have Gmail then say no such account. As I said, never needed to use that or any other method to add our IMAP email to previous Android phone Outlook apps. At some version of outlook, you had an option to manually enter IMAP or PO3 server info up front; later versions only asked for those details when it could not figure the server stuff out. Even later versions did manage to figure ours out. That whole evolution made me nervous as it implied lessening ability to take matters into our own hands and leaving us at the mercy of bugs in automation we didn't need.

 

[SpookDroid]

That's an authentication error, so first check on a web browser that the credentials used are correct. If that works, then clear cache/data for the Outlook app and try again. If that doesn't work, do it again but also clear data for Office365 if installed. If that doesn't work, check with their IT department and see if mobile app logins are permitted (some companies restrict this).

 

[HoosierDaddy]

That's an authentication error, so first check on a web browser that the credentials used are correct. If that works, then clear cache/data for the Outlook app and try again. If that doesn't work, do it again but also clear data for Office365 if installed. If that doesn't work, check with their IT department and see if mobile app logins are permitted (some companies restrict this).

Thanks. I should have mentioned I already cleared Outlook cache and same error. I then cleared Outlook data and same results. I then uninstalled and reinstalled Outlook, no change.

I did not clear Office365 and will try that.

I don't understand what you mean by check credentials in a browser?

I never entered any credentials into outlook other than the email address. Normally, it then asks for server info if it can't figure it out and password, etc. But it never got to that point. I'm thinking I'm not understanding what you mean by check credentials.

No company involved. I am my own IT department.

And FWIW, I have successfully added these same addresses to Outlook on each new Android phone she owned and the same for my email address at the same Domain for all my new Androids. Not understanding what changed on my end unless its related to the credential check you mentioned which I don't understand how to check email credentials in a browser.

FWIW Under android accounts there is one for Google, one for Microsoft and one for OneDrive. All have the same "ID", namely her private email address.

The account for OneDrive may be redundant because I installed that before the Microsoft365 app was installed and I may have had to provide Microsoft ID and password again for it.

 

[SpookDroid]

Ah, gotcha! So you never actually got to log in! Is the Outlook app up to date? (Only thing I can think of is to uninstall/re-install if that's the case). Are any VPNs or private DNS set up on her phone? If you try to add the account on your phone, does it let you? What about a 3rd party e-mail app like Spark or Newton?

 

[HoosierDaddy]

Ah, gotcha! So you never actually got to log in! Is the Outlook app up to date? (Only thing I can think of is to uninstall/re-install if that's the case). Are any VPNs or private DNS set up on her phone? If you try to add the account on your phone, does it let you? What about a 3rd party e-mail app like Spark or Newton?

Had uninstalled and reinstalled. No change.

No VPNs, DNS.

I tried to add her to my phone and got the same result.

I'll try another free email app that handles IMAP.

will also try to add my email to her new phone Outlook to see if the issue is actually just with her email address

I wonder if possible that with multiple accounts having the same email address for the ID, a bug has been introduced that gets them confused. e.g. sees the email address being added to outlook and tries to authenticate using the password for the Google or Microsoft account that coincidentally have that address as their IDs?

 

[notforhire]

Had uninstalled and reinstalled. No change.

No VPNs, DNS.

I tried to add her to my phone and got the same result.

I'll try another free email app that handles IMAP.

I wonder if possible that with multiple accounts having the same email address for the ID, a bug has been introduced that gets them confused. e.g. sees the email address being added to outlook and tries to authenticate using the password for the Google or Microsoft account that coincidentally have that address as their IDs?

I really don't like the Outlook app for some of the reasons you've mentioned here. And yes, even if it's the same email address/account, OneDrive shows up separately from Outlook from Office . I'd suggest giving Samsung Email a try. At least to see if her account loads properly. (Be advised, you'll now see a new account called Microsoft Exchange Activesync in your account list). I use Samsung Email for my email client (Outlook, Gmail, Yahoo) instead of 3 separate apps. Give it a shot. See what happens.

EDIT: I misunderstood thinking that your wife also had a Samsung phone. Samsung Email won't work on a Pixel, I don't think. But it was a great idea on my part.

 

[HoosierDaddy]

FYI for future victims:

I deleted her Microsoft account from her phone and bang, adding her email which is also her Microsoft account email to Outlook went fine.