Issue
You see one of the following error messages in the iOS/iPadOS default Mail app when trying to access your Outlook or Hotmail mailbox:
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You receive a prompt on your device that says “Please enter the password for the Outlook account”, followed by your email address or account name.
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When navigating to your iOS/iPadOS Settings app > Mail > Mail Accounts > Outlook, you see “Account not authenticated” at the top of the screen.
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In the iOS/iPadOS default Mail app, you see an error that says “Cannot Get Mail – The connection to the server failed.”
Impact
Users may be unable to access their Outlook or Hotmail accounts from the iOS/iPadOS default Mail app due to an existing authentication issue, requiring them to log in again.
Resolution Steps
iOS/iPadOS users must take the following steps to access their accounts:
1. Open the Settings app on your iPhone.
2. Scroll down and tap on Mail.
3. Select Accounts under the Mail settings.
4. Tap on the email account for which you need to re-enter the password.
5. Tap on Account Settings or directly on the Password field (depending on your iOS/iPadOS version).
6. Enter the updated or correct password in the Password field.
7. Tap Done to save the changes.
8. Open the Mail app to confirm that the account is syncing properly and emails are being sent/received.
Additional Information
If you see an error when signing in to your Microsoft account, use the links below to recover your account first.
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Error Message |
Support Article |
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"That password is incorrect for your Microsoft account." |
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"You've tried to sign in too many times with an incorrect account or password." |
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"This task is temporarily unavailable because an incorrect password was entered too many times." |
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"We can't sign you in" |
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"You've used an incorrect account or password too many times." |
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You see a verification code prompt. |
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"That code didn't work. Check the code and try again." |
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"The wrong code was entered. Send yourself a new code and try again." |
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"Please request a new security code and try again." |
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"We couldn't send a code to your phone at this time." |
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"You've requested too many codes today." |
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"The wrong info was entered too many times." |
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"Something went wrong and we can't sign you in right now." |
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"Solve a puzzle so we know you're not a robot." / "Enter the characters you see." |
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"That password is incorrect for your Microsoft account." |
After regaining access, follow the steps under “Resolution Steps” to sign in again in the Mail app.
