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Legacy Outlook not migrating all accounts to new Outlook. Cannot add new email accounts in new Outlook

Saad Ulaby 0 Reputation points
2026-04-20T12:16:38.1833333+00:00

I use Outlook for Mac and when I transitioned from Legacy to the new Outlook, not all my email accounts in the Legacy version migrated. Only one account, my gmail account did. My iCloud, Outlook.com and Comcast.net accounts did not. I tried adding them in the new Outlook, but after I enter my email address, the screen says it is "still working" and continues to do so. Typically I have let it run for 15 or more minutes and nothing happens. I have tried adding all three accounts that did not migrate and no success. I never get to a point where it asks for a password or anything else. My Outlook is Version 16.108 (26041219). I think the second set of numbers may be the build of the version but not sure. I have tried contacting Microsoft Customer support and they have not been able to help out so far. I will try again later this morning to contact them and try again.

If anyone has any suggestions, please let me know. I am almost at a point where I accept that I only have my gmail account in Outlook and use my Apple Mail app for the rest of my accounts.

As I understand it, the Legacy Outlook will no longer be supported in October 2026. I may revert to using it until then. Not that impressed with the new Outlook anyway.

Thanks for any suggestions.

Outlook | MacOS | New Outlook for Mac | For home
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  1. Kal-D 7,350 Reputation points Microsoft External Staff Moderator
    2026-04-20T19:01:56.8933333+00:00

    Hi Saad Ulaby,

    The "still working" hang before even reaching a password prompt can have different causes depending on the account type. Here are a few things worth trying:

    It's always a good idea to go to Help > Check for Updates and make sure Outlook is fully current before anything else.

    For iCloud: Outlook should open a browser window to sign in with your Apple Account directly. If that window never appears, try making sure iCloud Mail is enabled on your Mac: Apple menu > System Settings > iCloud > iCloud Mail (toggle on), then give it another go.

    For Comcast.net: It may be worth checking first whether your account has been migrated to Yahoo Mail. Xfinity began this transition in June 2025. Simply go to Yahoo and enter your Comcast email. If it's recognized there, you'd add it in Outlook as a Yahoo account instead. If it hasn't moved yet, these IMAP settings should work:

    • Incoming: imap.comcast.net | Port 993 | SSL/TLS
    • Outgoing: smtp.comcast.net | Port 587 | STARTTLS

    For Outlook.com: If possible, try adding this account on a different network (such as a mobile hotspot) to rule out any local network or firewall interference.

    A few general tips that often help:

    • Add accounts one at a time, restarting Outlook between each attempt
    • Try a full Force Quit before retrying (right-click Dock icon > Force Quit)

    Since you're already in touch with Microsoft Support, sharing the detail that it's "stuck on 'still working,' browser window never opens, Version 16.108 / build 26041219" should really help them narrow things down on their end.

    Hoping this helps move things forward. Please don't hesitate to follow up if you need anything else.

  2. Q&A Assist
    2026-04-20T12:16:53.7166667+00:00
    AI generated content. This question contains an answer created with AI from Q&A Assist. Learn more

    New Outlook for Mac and legacy Outlook for Mac are separate clients with different back-end technologies and support models. Legacy Outlook uses Exchange Web Services (EWS), which is being retired in Exchange Online on October 1, 2026, so switching to the new Outlook is recommended long term.

    When switching from legacy Outlook to the new Outlook, accounts do not always migrate automatically. In that case, accounts must be added manually in the new Outlook. The context provided does not include a specific fix for the “still working” hang when adding iCloud, Outlook.com, or Comcast accounts in new Outlook for Mac, so only supported, documented actions can be summarized:

    1. Confirm use of the new Outlook for Mac (not legacy) and that the app is fully updated from either Help > Check for Updates or via the Apple App Store, as newer builds contain fixes and improved account support.
    2. If still using legacy Outlook, switch to the new Outlook by turning off the “Legacy Outlook” toggle as described in the end-of-support guidance.
    3. If problems persist when adding accounts, use in-app support for Outlook for Mac:
      • For personal Microsoft accounts: Help > Contact Support.
      • For work or school accounts: contact the organization’s help desk so they can open a support ticket.
    4. If the new Outlook remains unusable for some accounts, legacy Outlook can still be used for now, but it is recommended to plan a move to the new Outlook before EWS retirement in October 2026.

    For additional help and escalation, use the Outlook Tech Community or Outlook Forum on Answers to see if others have documented workarounds specific to the “still working” behavior when adding accounts.

    References:

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