Can't open Outlook since today.

Question

Can't open Outlook since today.

Bruce Whitmore 0

When I try to open Outlook today (it appears it might have been updated in 365 yesterday) it keeps prompting me for a password. My e-mail provider password (Bell/sympatico.ca) doesn't work but I can access my e-mail directly via direct login to it (i.e. not using Outlook). How do I get Outlook to work? BTW, I do see what appears to be my e-mail BRIEFLY before I get the request for a password.

Thanks in advance.

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2 answers

Your answer

Answer 1

You tagged your Question as New Outlook for Windows . Is this accurate?

You are using a Windows PC and if you click "File" on the Outlook Main Menu:

You see a "Settings" choice -> You have "New Outlook for Windows"
You see an "Options" choice -> You have "Classic Outlook for Windows"

I will assume that you are using Classic Outlook for Windows based on other parts of your Question.

@Bruce Whitmore said

it keeps prompting me for a password. My e-mail provider password (Bell/sympatico.ca) doesn't work but I can access my e-mail directly via direct login to it

This can sometimes be cause by bad saved credentials in Outlook, or a corrupted Outlook Profile. As a test, try creating a new Outlook Profile and adding your Bell/sympatico.ca account.

Close Outlook.
Open Control Panel.
Search for Mail and open Mail (Outlook).
Select Show Profiles.
Click Add.
Enter a name for the new profile and click OK.
Complete the account setup wizard.
Back in Mail, choose:
- Prompt for a profile to be used, or
- Always use this profile and select the new profile.
Start Outlook.

If that works, come back and we'll talk about moving any local (This Computer Only) Contacts and Calendars to the new profile.

Answer 2

Since webmail works, the mailbox password itself is likely fine and the issue is in Outlook’s saved sign-in or account setup.

Try these steps in order:

Confirm which password Outlook should use
For a Bell/Sympatico IMAP account, Outlook should use the email provider password for that mailbox. If webmail accepts that password, continue with the steps below.
Check the account setup in classic Outlook
If Outlook is not prompting correctly during setup, open:
- Control Panel → Mail → Email Accounts...
- On the Email tab, select the account or choose New to add it again.
- If this is an IMAP account, make sure Require logon using Secure Password Authentication (SPA) is unchecked.
Re-enter the password by removing and adding the account again in New Outlook
In New Outlook:
- Go to Settings → Accounts → Your accounts
- Select Manage beside the affected account
- Remove the account, then add it again
Repair New Outlook if the password prompt keeps looping
In Windows:
- Go to Settings → Apps → Installed apps → Outlook (new) → Advanced options
- Select Repair first
- If that does not help, use Reset, then open Outlook and add the account again
If Outlook keeps asking for the password during setup
Also verify:
- Caps Lock is off
- The username is the full email address
- The password was not recently changed only in webmail without being updated in Outlook

If the problem started right after an Outlook update, removing and re-adding the account in New Outlook is the most direct fix from the available guidance.