Troubleshoot Outlook mobile issues

Common issues

Sync and sign in issues

If you have an Microsoft 365 work or school account account that uses Microsoft 365 for business or Exchange-based accounts, talk to your Microsoft 365 admin or technical support to resolve issues.

For Outlook.com accounts such as @hotmail.com, @live.com, etc., contact Microsoft support.

Delete phone partnerships

If you lost your phone or are trying to reset your sync partnerships, you can remove it from your account. This does not wipe your device.

Learn how to delete or remove phone partnerships using Outlook on the web: Fix email sync issues or remove a device from your Outlook on the web mailbox.

I can’t install the Outlook app

In order for you to install the Outlook mobile app you need:

A mobile device that meets the minimum requirements for the app.

Enough storage space on your device for the size of the app.

A Wi-Fi or data connection that will allow you to download apps.

Outlook app crashing

If the Outlook mobile app crashes when you open it, clear the browser’s cache on your device. Then remove the app and re-install it.

I can’t find a feature that I need in Outlook

If there is a tool or feature that you need but can’t find in the app, please visit our Suggestion Box to give us feedback, or vote for the features that others have requested.

Outlook.com or Microsoft 365 work or school account account not syncing anymore

If your Outlook.com or Microsoft 365 work or school account account was syncing with your mobile device before and now it’s not, see Fix Outlook.com email sync issues. You can learn how to remove your sync partnership and then you’ll have to re-add your account.

You can also check the server status of Outlook.com for outages here. If your email is working on the computer and there is no outage, the issue might be with your email app.

Can’t sync calendar and contacts after set up

If you set up your email as an IMAP or POP account, your calendars and contacts won’t sync. You’ll have to add them as an Exchange ActiveSync account. Also make sure that your email app has the correct permissions to access your calendar and contacts.

See Can’t sync calendar and contacts with my phone or tablet if you are having sync issues when setting up your email account for the first time

If your email account is working fine on a computer, the issue may be with your email app and you’ll have to contact their support. For example, if you’re having trouble adding an Outlook.com email account to the iOS Mail app, contact Apple Support. We recommend downloading and installing the Outlook mobile app for easy calendar and email management.

I can’t sign into the app

Check your email account and password and try entering your information again.

Make sure your email account is supported. You can add accounts from Microsoft 365, Exchange Online, Exchange Server (2007 SP2, 2010, 2013), Outlook.com (including Hotmail, Live, and MSN), Gmail, iCloud and Yahoo! Mail.

If you’re not sure which type of email account you have, check with your workplace support team, email provider or Internet service provider (ISP).

If you can’t sign in to an account that you’ve already added, remove your account, then add it again.

To remove an account and add again:

Go to Settings, then select the account you want to delete.

Select Remove Account.

Select From Device, (removes the account, but keeps the data) or From Device & Remote Data, (removes the account and all the information related to that account).

Настройка электронной почты на устройствах Windows Phone

Если вы пытаетесь войти в Office с помощью учетной записи Майкрософт, может отобразиться сообщение с запросом родительского согласия для подтверждения вашего возраста.

Дополнительные сведения о том, почему вы видите это сообщение и как решить проблему, см. в статье Согласие родителей и детские учетные записи Майкрософт.

Настройка электронной почты в Windows Phone 8.1, Windows Phone 8, Windows Phone 7.5 или Windows Phone 7.

Если вы ищете по шагам для телефонов с Windows 10, см. в настройках электронной почты в Почте для Windows 10.

Настройка электронной почты в Windows Phone 8.1 и более ранних версиях

Откройте список приложений на телефоне или планшете и коснитесь «Параметры».

Затем выберите Почта+учетные записи > Добавить учетную запись

Выберите тип учетной записи:

Учетная запись Outlook.com: коснитесь элемента Outlook.com или Outlook (или выберите Windows Live, если используется Windows 7/7.5).

Учетная запись Office 365: коснитесь Exchange (или Outlook, если вы используете Windows 7/7.5).

Используйте вариант Google для учетных записей Gmail, Yahoo! для Yahoo Mail и т. д.

Введите свой полный адрес электронной почты, например tony@contoso.com.

Введите пароль, который вы используете для входа в электронную почту, и коснитесь элемента Войти.

Примечание: Если при подключении к учетной записи электронной почты возникают проблемы, возможно, его нужно настроить по протоколу IMAP или POP. Также можно обратиться к странице справки для Windows Phone 8 или Windows Phone 7.

Если для этой настроена двухшаговая проверка подлинности, вам может быть предложено подтвердить свою личность, прежде чем вы сможете продолжить.

Следуйте инструкциям, чтобы получить код. Дополнительные сведения см. в статье Почему корпорация Майкрософт отправляет мне SMS?

Вы закончили настройку электронной почты на Windows Phone!

Синхронизация сообщений и календаря может занять несколько минут.

Настройка электронной почты в Windows Phone 8.1 и более ранних версиях

открыть список приложений на телефоне или планшете и нажмите «Параметры»
> «Электронная почта» + «Учетные записи»

Выберите «Добавить учетную запись > Outlook.

введите свой полный адрес электронной
почты, например tony@contoso.com.

Введите пароль, который вы используете для входа в электронную почту, и коснитесь элемента Войти.

«ОК», Exchange ActiveSync вас просят применить политики или установить пароль.

Дополнительные сведения

Примечание: Если настроить учетную запись POP, с устройством будет синхронизироваться только электронная почта. Все элементы календаря и контакты останутся на локальном компьютере.

В списке приложений выберите Параметры > Электронная почта + учетная запись > Добавить учетную запись > Другая учетная запись.

Добавьте свой адрес электронной почты и пароль, а затем нажмите «Войти». Windows Phone попытается автоматически настроить электронную почту, но если это не поможет, убедитесь, что имя пользователя и пароль верны, а затем выберите «Повторить попытку». Если подключение по-прежнему не удается, выберите «> почта в Интернете».

В поле Тип учетной записи выберите POP или IMAP и введите имена серверов входящей и исходящей почты. Введите полное имя сервера вашего поставщика электронной почты. Если вам нужна помощь в поиске необходимых параметров, см. наши часто задающие вопросы о настройке на мобильных устройствах.

Если вы добавляете свою учетную рабочая или учебная учетная запись и ваша организация использует Microsoft 365 для бизнеса для работы с электронной почтой, параметры перечислены в таблице ниже.

Set up email in the Outlook for Android app

If you’re having trouble using the Outlook for Android mobile app, Open an in-app Outlook support ticket.

If you have a work or school account that uses Microsoft 365 for business or Exchange-based accounts, there may be additional requirements set by your IT admin. For example, if you have a company-managed device, an on-premises Exchange server configured for basic authentication, or your company requires mobile app management for app protection. See the section Set up Outlook for Android with additional requirements below for specific instructions.

Set up Outlook for Android for the first time

Note: If you have a work account that requires the Intune Company Portal app, install it from the Google Play Store before setting up Outlook for Android. Your IT admin may or may not also require you to Enroll your Android device in Intune.

Install the Outlook for Android app from the Google Play Store and then open it.

Tap Get Started if this is your first time.

Otherwise, to add another email account, open the Menu > Settings > Add Account > Add Email Account. Then skip to step 4 under Set up another email account below.

Outlook may detect your Google accounts. To add them to Outlook for Android, tap Google Connect Account and then tap OK to confirm. Tap Allow to give Outlook access to your Contacts.

If you don’t want to add these accounts, tap Skip and then go to step 4 under Set up another email account below..

Select the accounts you’d like to add and tap Add Account. You may be asked to sign in.

Tap Allow to confirm offline access and any other prompts.

To add another email account, tap Continue and go to Step 4, otherwise tap Skip.

Set up another email account

Enter your full email address, then tap Continue.

Note: If you’re asked to choose your provider, you’ll have to Set up your Exchange manually or set up an IMAP or POP account.

Enter your email account password and tap Sign In or Next.

Note: The sign in screen may look different for you depending on your email provider.

If multi-factor authentication is enabled, verify your identity. For more information, see Security info overview.

Set up work/school accounts that have additional requirements

Some work and school accounts have additional security requirements before you can use Outlook for Android. If you’re not sure which of these situations applies to your work or school account, talk to your Microsoft 365 admin.

Click on an expander to open it:

Once you begin the enrollment process, you should complete the process in its entirety since pausing for more than a few minutes usually stops your progress and requires you to start over. If this process should fail, you need to return to the Company Portal app to try again.

Open the Google Play Store. Search for and download the Intune Company Portal app.

If you are prompted to create a work profile during the enrollment process, refer to the Create a work profile and enroll your device in Intune article. Otherwise, follow the procedure in the Enroll your Android device in Intune article to enroll your Android phone or tablet.

Note: In case you are prompted for multi-factor authentication, please refer to Security info overview.

Open the Outlook for Android app. If you were prompted to create a work profile, use the work profile instance of Outlook to add your account.

Notes: When a device is enrolled, managed apps – including Outlook – can be installed in a few different ways:

You install the app from the Company Portal app

Your company may automatically install it during the enrollment process

You install the app from Managed Google Play

Tap Get Started.

If your account is found, tap Continue.

Note: If your account is not automatically found, enter your company email address, tap Add Account, then enter your password when prompted.

Enter your email account password, then tap Sign In.

Your company may have also implemented controls that will require you to Register before you can proceed. By registering, you are verifying your identity so the device can be validated by your organization. If prompted to register your device, tap Register.

If your IT admin has set additional policies, you may need to tap Activate and Activate again.

Note: After you open Outlook, your experience will be determined by a variety of factors including your company’s policy settings and whether you previously accessed corporate resources with your device. Follow the prompts that appear on your device for your given circumstances.

You’re now ready to start using Outlook for Android! Get the most out of Outlook:

Intune app protection policies can be configured and implemented without device enrollment. However, for Android devices, you are still required to install the Intune Company Portal app on the device for app protection policies to be enforced.

Open the Google Play Store. Search for and download the Intune Company Portal app.

If you haven’t already, install the Outlook for Android app from the Google Play Store or click here to enter your phone number and receive a download link.

Open the Outlook for Android app.

Tap Get Started.

Enter your company email address, then tap Continue.

If prompted, enter your email account password, then tap Sign In.

Your experience may vary depending on your company’s requirements. For example, you may be prompted to authenticate by using the Microsoft Authenticator app or verify yourself by text or phone. For details, see Security Info Overview.

Your company may have also implemented controls that will require you to Register before you can proceed. By registering, you are verifying your identity so the device can be validated by your organization. If prompted to register your device, tap Register.

If prompted to add another account, tap Maybe Later.

Tap Skip or swipe through the feature screens.

The message, Your organization is now protecting its data in this app. You need to restart the app to continue, appears. Tap OK.

Restart Outlook for Android and set up a Personal Identification Number (PIN) when prompted.

You’re now ready to start using Outlook for Android! Get the most out of Outlook:

If you haven’t already, install the Outlook for Android app from the Google Play Store or click here to enter your phone number and receive a download link.

Open Outlook for Android. If this is the first time, tap Get Started and Skip if you’re prompted to add any detected accounts. Otherwise, open the Menu > Settings > Add Account > Add Email Account.

Enter your company email address, then tap Continue.

Enter your company email address and password to automatically configure your account. Tap Sign In.

Notes: If automatic configuration fails, tap Continue, then enter the following settings manually:

Server name: This is usually the same name you enter when checking your email on the web.

Domain: This is usually optional. If unsure, check with your IT administrator.

Username: This is your company email address.

Password: This is the password for your company email account.

Tap Next when finished and swipe through the features.

You’re now ready to start using Outlook for Android! Get the most out of Outlook:

In Outlook for Android, go to Settings > Add Account > Add Email Account.

Enter email address. Tap Continue.

Tap Setup account manually if available, and then on the email provider page choose Exchange and toggle Advanced Settings on.

Enter your server setting details, if available and then tap the checkmark icon.

Incoming Server Settings

Domain\Username
Enter your full email address, such as yourname@yourdomain.com.

Password
Use the password that you use to access your email.

Exchange accounts — See the section, Find your Exchange mailbox server settings or ask your IT admin for your server information.

Microsoft 365 work or school accounts — Use outlook.office365.com.

Security type
Select SSL/TLS or make sure the Use secure connection (SSL) checkbox is checked, then tap Next.

Outgoing SMTP Server Settings

Exchange accounts — Ask your IT admin for your server info.

Microsoft 365 work or school accounts — Use smtp.office365.com.

Security Type
Choose TLS.

Port Number
Enter 587. Tap Next.

You may be prompted to enter your email account password again or agree to/activate any necessary permissions.

Need more help setting up Outlook for Android?

This article was last updated on December 3, 2018 because of your feedback. If you still need help setting up email using Outlook for Android, Open an in-app Outlook support ticket or tell us about your question in detail using the comment box below so we can address it in the future.

If you want to set up an IMAP or POP email account, or don’t have an email account with Exchange ActiveSync, use these instructions . When you set up an email account using IMAP or POP, only your email will sync—not calendar or contacts. What is IMAP and POP?

Set up IMAP account in Outlook for Android

In Outlook for Android, go to Settings > Add Account > Add Email Account.

Enter email address. Tap Continue. When asked to select an email provider, choose IMAP.

Toggle Advanced settings on and enter your password and server settings.

Note: If you don’t already know this info, you’ll need to get it from your email provider or administrator. For a list of common server settings and reference help, see Server settings you’ll need from your email provider.

Tap the checkmark icon to complete.

To change your password you must go to your email provider’s website to change them.

Go to your email provider’s website.

For example, if you use a @hotmail.com email account, sign into outlook.com or if you use Gmail, go to Gmail.com.

Go to your account or profile settings.

Change your password.

Outlook for Android will detect a sync error and will ask you to enter your password again.

If you are having difficulty getting Outlook for Android to sync with your new password, delete your email account and then re-add it.

Note: If you change the password for your email account that is also your Microsoft account, you may need to login again on other Microsoft applications and websites.

First things first. If you’re using an Outlook.com (includes hotmail.com, msn.com, live.com, etc.) email account, check the server status of Outlook.com here. Now choose from the options below:

«I have Outlook set up, but I need help with something in the app.» — See Open an in-app Outlook support ticket and click on «Contact Support» to see how you chat with agents in the app.

«I need troubleshooting help for setting up my email.» — See Troubleshoot email setup on mobile.

«I’m setting up email for the first time and my calendar or contacts won’t sync.» — See Sync calendar with my phone or tablet.