how can I fix my app?

I don't know what is going on with Outlook, when ever I try to login I receive mesage. My acount work on my laptop but not working on app or desktop. Kindly see attached image.

Hi Farah Ali

I understand how frustrating this is, especially since the account works fine on your laptop.

I can see there's a Q&A Assist reply under your post, so to avoid repeating it, could you confirm whether you already tried those steps? If yes, did you run into any difficulty, and what happened after that?

In addition, please try the following steps:

1, Reset the account inside the Outlook app

• Open the Outlook app on your phone
• Tap your profile picture (top left) > tap the Settings (gear icon) at the bottom
• Under Accounts, tap your account > scroll down > Reset account

2, Remove and re-add the account

• In the same place, tap Remove account
• Close the app completely, then reopen Outlook.
• Tap Add account, and sign in with your account

3, Clear App cache

• Go to Settings > Apps > Outlook > Storage & cache
• Tap Clear storage and Clear cache.
• Reopen Outlook and sign in again

For reference, you can see this official guide: Troubleshoot Outlook mobile issues

Please feel free to let me know how it goes. I truly appreciate your time and understanding.

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The issue is most likely with the Outlook app or the account configuration on the Samsung phone, not with the username or password itself, since sign-in works on the laptop.

Try these steps in order:

1. Verify username and password
   • Carefully re-enter the email address and password in Outlook for Android.
   • Make sure there are no extra spaces and that the correct account (personal Microsoft vs work/school) is selected.
   • If you see a message like “Please check your email and password and try again,” it usually means the app is not accepting the credentials even if they work elsewhere.
2. Check for account-specific issues
   • If this is an Exchange or work/school account, tap Show advanced settings in Outlook for Android and confirm the Mail-Server settings if available. If unsure, contact the mail server or IT admin to confirm the correct server, domain/UPN, and username format.
   • For some accounts, the sign-in name must be the domain UPN (for example, ******@contoso.com) instead of the visible email address (for example, ******@contoso.com).
3. Confirm the account works on webmail
   • Sign in to the same account using a browser (for example, Outlook on the web or your provider’s webmail).
   • If sign-in fails there, the account itself may have a problem and needs to be fixed (password reset or admin help) before mobile sign-in will work.
4. Remove and re-add the account in Outlook for Android
   • In the Outlook mobile app, remove the problematic email account.
   • Close the app completely.
   • Open Outlook again and add the account from scratch using the same email and password that work on the laptop.
5. Reinstall Outlook on the Samsung phone
   • Uninstall the Outlook app from the Samsung phone.
   • Restart the phone.
   • Install the latest Outlook for Android from the store.
   • Open Outlook and add the account again.
   • This step has resolved similar login issues on Samsung phones where an “unexpected error” or repeated credential prompts occurred.
6. If it still fails
   • For work/school or Exchange accounts, contact the organization’s IT administrator to verify:
     • The account is active and not locked.
     • The correct username format (UPN vs email address).
     • Any security policies that might block mobile sign-in.

References:

• Can't sign in to the Outlook mobile app
• [Exchange] Why do I get the message "Please check your email and password and try again"?
• NoSuchAccountException: Login Error
• Cannot log in Outlook. - Microsoft Q&A
• Correlation Id: [Moderator note: personal info removed] Timestamp: 2025-11-06T00:32:06.000Z DPTI: [Moderator note: personal info removed] 7 Message: An unexpected error occurred. Tag: 4oggx Code: 1864098253 - Microsoft Q&A