Problem signing into Outlook on iPad

Theodora Godbold 0 Reputation points
2026-09-07T18:00:53.94+00:00

Good afternoon,

I recently obtained an iPad through my university nursing program, and I have been slowly adding all the apps and accounts I need to it. I have been trying for 2 weeks to sign in to my Outlook account in the Outlook app, only to meet this message every time (see image below). I can log into my personal Outlook account in the Safari browser, but not in Edge. Further, and more essentially, I can't log into my university email account. I would really appreciate your help in figuring out this ongoing problem!

Thanks!

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Outlook | Outlook for mobile | Outlook for iOS | For education
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  1. Elena-VH 1,325 Reputation points Independent Advisor
    2026-09-07T18:24:24.9766667+00:00

    Dear Theodora Godbold,

    Based on the screenshot, the error AADSTS165000 typically indicates that the Microsoft sign-in process is unable to maintain the required authentication session. This can happen if browser cookies are blocked, the sign-in session becomes corrupted, or your organization's security policies require additional setup on the device.

    First of all, try signing out of all Microsoft accounts from Outlook, Edge, and any Microsoft 365 apps, then restart the iPad and try signing in to the university account again.

    Since this is a university-issued iPad and you're unable to sign in to your university account but can access your personal Outlook account in Safari, I recommend trying the following:

    Step 1: Clear Safari's history and website data, then restart the iPad. For reference, please refer to Clear your cache and cookies on iPad. (If you're using Edge, clear cookies and cached data there as well).

    Disclaimer: This link is shared by community members for your convenience. It points to a third-party site that is not managed or verified by Microsoft. We can’t guarantee the quality, safety, or suitability of any content or software found there. Please review carefully and make sure you understand any potential risks before using it.

    Step 2: You can also try signing in using an InPrivate/Incognito browser session to rule out issues caused by cached cookies or existing sign-in sessions.

    Step 3: Verify that Settings > Apps > Safari > Advanced > Block All Cookies is turned off.

    Step 4: Remove and re-add the account in Outlook. Otherwise, remove and reinstall the Outlook app, then try adding the account again.

    Step 5: Test whether you can sign in to your university account through https://portal.office.com or https://outlook.office.com using Safari.

    For faster support, if the iPad was provided through your university, I recommend contacting your university IT helpdesk. Because this appears to be a university-managed device and account, they can verify whether the iPad is properly enrolled and check the Microsoft 365 sign-in logs.

    If needed, they can also help create a support ticket with Microsoft in the Microsoft 365 Admin Center for further troubleshooting and review of the sign-in logs. For reference: Get support for Microsoft 365 for business and How do I find my Microsoft 365 admin?

    If you have any questions or if I have misunderstood anything, please feel free to reach out. I'm looking forward to your update.

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