How to Add an IMAP Account to Outlook

If the IMAP provider accepts the password in webmail but new Outlook rejects it, generate an app password at the provider’s website and enter that app password—not the normal mailbox password—when adding the account.

1. Resolve the credential rejection

Because ordinary re-add attempts have already failed, do not repeat them with the same credentials.

1. Sign in directly to the email provider’s webmail site.
   • If that also fails, recover or unlock the mailbox through the email provider.
   • If it succeeds, check the provider’s Security or Account Security settings for:
     • App passwords
     • Two-step verification
     • Access by third-party mail applications
     • IMAP access
2. If the provider requires an app password, generate a new one for Outlook.
3. In new Outlook, open View → View settings → Accounts → Your accounts → Add Account.
4. Enter the IMAP email address and select Continue.
5. When prompted for the password, paste the newly generated app password.

Microsoft documents that some IMAP providers require an app password in both new and classic Outlook, even when the ordinary mailbox password is correct.^1^

If the provider does not offer app passwords, ask it to confirm whether IMAP access is enabled and obtain its exact incoming/outgoing server names, authentication requirements, ports, and encryption settings. A “bad credentials” response can come from the mail provider, so a Microsoft 365 subscription does not by itself validate or reset that third-party mailbox password.

2. Use manual configuration only if the provider requires it

The documented detailed manual IMAP setup path applies to classic Outlook. If classic Outlook is installed:

1. Open classic Outlook.
2. Select File → Add Account.
3. Enter the third-party email address.
4. Select Advanced options → Let me set up my account manually.
5. Select IMAP.
6. Enter the server names, ports, encryption methods, username format, and password supplied by the email provider.

Microsoft recommends manual setup when automatic discovery cannot locate the account settings or returns an error.^2^

Do not guess the server values. In particular, the provider may require either the full email address or a separate account name as the IMAP username.

3. Reach subscribed support from new Outlook

Support eligibility in new Outlook is determined by the Microsoft account associated with an active Microsoft 365 subscription. To open a case:

1. Ensure new Outlook contains, and is signed in with, the Microsoft account that owns the subscription.
2. Select Help → Support.
3. Select the relevant account, accept the privacy statement, describe the IMAP failure, and attach a screenshot if useful.
4. Select Submit.
5. Return to Help → Support to view and reply to the response.

If an agent requests logs, use Help → Get Diagnostics → Upload Logs or Send Diagnostics.^3^

If Outlook still labels the installation as free, verify that the subscription appears under Services & subscriptions while signed in with the same Microsoft account used in Outlook. An active Microsoft 365 Family or Personal subscription should appear at the top of that page.^4^

The most useful details to include in the support request are:

• Email provider name, but not the password
• Exact error text
• Whether provider webmail accepts the password
• Whether IMAP and third-party application access are enabled
• Whether an app password was generated
• Whether the same account works in another IMAP client
• Provider-supplied server names, ports, and encryption settings

References

1. [New Outlook](https://support.microsoft.com/outlook/getstarted/add-an-email-account-to-outlook-for-windows#troubleshoot-password-issues-when-adding-an-account-in-new-outlook)
2. Troubleshoot Outlook email setup
3. Contact support and provide feedback in new Outlook for Windows | Microsoft Support
4. Microsoft 365 subscription features aren't available in Office apps | Microsoft Support