Mobile App - emails not syncing and not able to log in after deleting app

Diane 0 Reputation points
2026-09-10T21:13:13.8366667+00:00

Hello,

I have had my hotmail account for 20+ years, and never had an issue with the mobile app. Just a few days ago emails stopped syncing to the mobile app. I did all the trouble shooting recommended, deleted cache, removed my account, removed the app, restarted the phone, hit reset.... etc. Nothing has worked. I am now not able to log back into the app as it states unable to process the request at this time. I called Microsoft, and got no where. They sent me this link to ask in a group setting. Can anyone assist? My hotmail account is working on a browser and not the app.

I have the most up to date version of the app as well.

Outlook | Outlook for mobile | Outlook for Android | For home

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  1. Emma1-N 12,285 Reputation points Microsoft External Staff Moderator
    2026-09-11T03:27:31.2633333+00:00

    Welcome Diane,

    Thanks for providing those details. Since your Hotmail account works normally in a web browser but Outlook on your iPhone no longer syncs and now cannot sign in, the issue appears to be isolated to the Outlook mobile app or the sign-in process on the device.

    Before we narrow this down further, could you confirm:

    • When you try to sign in, do you receive the message "unable to process the request at this time" immediately, or after entering your password?
    • Are you using any VPN, private relay, ad blocker, or custom DNS service on the iPhone?
    • Does the same sign-in failure occur on both Wi‑Fi and cellular data?

    In the meantime, please try these quick checks:

    • Open Safari on the iPhone and sign in to your Hotmail account at Outlook.com. Make sure there are no security prompts, account verification requests, or unusual activity warnings waiting for approval.
    • Go to Settings > General > Date & Time and verify Set Automatically is enabled.
    • Temporarily disable any VPN, iCloud Private Relay, ad-blocking, or network filtering apps, then try signing in to Outlook again.
    • If possible, try adding the account while connected to a different network (for example, switch from Wi‑Fi to cellular data, or vice versa).

    If the answer is helpful, please click "Yes". If you have extra questions about this answer, please click "Comment".   

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