Outlook will not authenticate on Samsung S23

Suzanne Lewthwaite 0 Reputation points
2026-09-07T08:16:04.0966667+00:00

I have just changed my phone from a Samsung S10 to a Samsung s23. Everything has transferred without issue using Samsung Smartswitch but my emails (the main thing I use my phone for!) will not authenticate when I try to add the account in Outlook. The app is the latest version, I've cleared the cache etc but I still cannot connect. I can access Outlook on my laptop and via web access so not an issue with my account. I understand this appears to be a problem when switching from an older Samsung to a newer one but I'm really struggling to sort this - help appreciated!

Outlook | Outlook for mobile | Outlook for Android | For business
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  1. Suzanne Lewthwaite 0 Reputation points
    2026-09-08T10:12:49.38+00:00

    Hi, Ember from 365 tech help called me back earlier and has now sorted my email problem, thank you. There is still an issue with the authentication app but this is being looked into. Thanks for all the team's help with this.

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  2. Liora 1,530 Reputation points Independent Advisor
    2026-09-07T09:04:18.32+00:00

    Dear @Suzanne Lewthwaite,

    Thank you for the detailed description.

    Since you can successfully access Outlook on your laptop and through Outlook on the web, this suggests that your account and mailbox are working correctly. Based on your description, the issue is more likely related to the authentication process on the new Samsung S23 after the Smart Switch migration.

    I would recommend the following steps:

    1. Test Outlook on the web from the S23
      • Open a browser on the S23 and sign in to: https://outlook.office.com
      • This will help confirm whether authentication works correctly on the new device.
    2. Completely remove and reinstall Outlook
      • Remove the affected account from Outlook.
      • Uninstall Outlook from the S23.
      • Restart the phone.
      • Install Outlook again from the Google Play Store.
      • Add the account as a new account rather than relying on the Smart Switch configuration.
    3. Check Microsoft Authenticator (if MFA is enabled)
      • Confirm Microsoft Authenticator is installed on the S23.
      • Verify that the account appears correctly in Authenticator.
      • Confirm you can receive and approve sign-in prompts.

    Could you also let me know:

    • Is this a Microsoft 365 work account or a personal Outlook.com/Hotmail account?
    • Are you able to sign in to Outlook on the web from the S23 itself?
    • Do you receive a specific error message when authentication fails?
    • Does the account use Microsoft Authenticator or another MFA method?

    Those details will help narrow down the cause and identify the next troubleshooting steps.

    Please understand that our initial response does not always resolve the issue immediately. However, with your help and more detailed information, we can work together to find a solution.   

    Looking forward to hearing back from you with any updates or additional details.  

    Warm regards,  

    If the answer is helpful, please select "Yes, accept answer". If you have any questions or new updates, please feel free to comment below. 

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