This topic

Re: Outlook 365 no longer working with BT mail

MarkH112 — Mon, 13 Oct 2025 14:40:12 GMT

My "new" Outlook on a Windows11 PC has stopped sending and receiving emails from my BT email.

From searching this forum I have found that "jontheguitar" experienced this problem in June 2024 but I couldn't find how this issue was resolved.

My BT webmail account works fine but won't re-connect to Outlook.

I have tried removing BT email account from Outlook but now I cannot re-install it and have this error message:

"sign in failed. You may need an app password. Error code: INVALID CREDENTIALS TEMPORARILY UNAVAILABLE".

Seriously stumped here, so suggestions welcomed

Re: Outlook 365 no longer working with BT mail

licquorice — Mon, 13 Oct 2025 14:58:23 GMT

Use Thunderbird.

Re: Outlook 365 no longer working with BT mail

MarkH112 — Mon, 13 Oct 2025 15:57:19 GMT

I would prefer to get BT mail working again

Re: Outlook 365 no longer working with BT mail

gg30340 — Mon, 13 Oct 2025 15:58:58 GMT

Are you presently a BT Broadband customer or are you paying for your email through a BT Premium email account or did you migrate to EE Broadband?

If none of the above your email account may have been downgraded to a BTMail Basic account which can not be used with an email client or email apps.

See link

https://www.bt.com/help/email/bt-email-products

Re: Outlook 365 no longer working with BT mail

licquorice — Mon, 13 Oct 2025 16:51:21 GMT

@MarkH112wrote:
I would prefer to get BT mail working again

Thunderbird is an alternative client to Outlook, not a different mail service.

Re: Outlook 365 no longer working with BT mail

MarkH112 — Tue, 14 Oct 2025 16:09:33 GMT

I am a BT broadband customer with a Standard email account which gives me access to 5 BT email addresses

Re: Outlook 365 no longer working with BT mail

licquorice — Tue, 14 Oct 2025 16:24:02 GMT

Just try Thunderbird, it's free and far better than New Outlook.

https://www.thunderbird.net/en-GB/

Re: Outlook 365 no longer working with BT mail

MarkH112 — Sat, 18 Oct 2025 17:33:21 GMT

Thanks, but a recommendation to try an alternative is not the solution I am seeking.

Re: Outlook 365 no longer working with BT mail

gg30340 — Sat, 18 Oct 2025 18:46:09 GMT

If Thunderbird or another email client works it will show that Outlook is the problem and not your BTMail account.

Re: Outlook 365 no longer working with BT mail

licquorice — Sat, 18 Oct 2025 20:16:20 GMT

Oh for goodness sake just try it. Why are you so obsessed with Outlook?

Re: Outlook 365 no longer working with BT mail

KevSully — Thu, 23 Oct 2025 10:45:59 GMT

I have same issue. Its stopped this month. Fails to access my BT Email across 3 different accounts and 2 different laptops. Apple Mail in iphone works fine.

PS: I'm not aspiring to contribute to anything 🙂

Re: Outlook 365 no longer working with BT mail

gg30340 — Thu, 23 Oct 2025 11:06:05 GMT

@KevSully

Assuming you are a BT Broadband customer or paying for your email with a BT Premium email account which you previously asked about , same advice as you were given on the other thread you posted on,

https://community.bt.com/t5/General-email-queries/BT-Email-account-and-Outlook-client/m-p/2446600#M121805

try a different email client to see if it is Outlook that is your problem, which given your account works on the Apple email client on your phone would suggest that it is.

Please don't post the same problem across multiple threads as it just leads to duplication of replies.

Re: Outlook 365 no longer working with BT mail

KevSully — Thu, 23 Oct 2025 12:03:26 GMT

Hi gg30340
I am unaware of posting same issue to multiple threads. Apologies. I responded on multiple threads, which I consider valid, but I hadn't realised that I had started multiple. I simply added a comment to the previous post. NOT MY POST.

But the problem remains.

I'm only an occasional poster and frankly not sure where to seek help on this. BT forum or MS Community. Because neither appear to have clarity on a response. They usually point at eachother or advise to 'disconnect and restart'. Something I've now done multiple times. Live.com, gmail, and 123 reg emails work fine coming into New Outlook. Only BT MAIL, my primary email fails. This time it appears to be completely gone. Deleteing and starting from scratch (which i've done many times int he last 8 months or so) has not fixed it. My wifes laptop and her email has also failed via New Outlook. Hers also works via Apple mail.

So I conclude its the handshake between NEW Outlook and BT email. Confirmed by 2 other client working fine. Apple and Thunderbird work fine. I've manually set up the imap settings and they are correct. But BT doesnt like outlook or New Outlook doesnt like BT.

In all the threads on the problems with BT mail & Outlook I've seen no clarification or definitive answer.

It's not likely a BT problem but that's no reason not to come here seeking guidance from other who may have found a solution. Microsoft tell us its a BT issue. But they don't explain what the issue is.
I lay the problem at the feet of Microsoft. I'm 40 years in Software business and now retired. I've used Outlook most of that time. I'd like to stay with Outlook.

Just seeking answers.
And to those who continue to promote other clients. Many thanks but , YES.. I get it.
I've got them, I've used them. I understand they are available.

I still need a solution for NEW OUTLOOK.
Living in hope.

Re: Outlook 365 no longer working with BT mail

Andy_N — Fri, 24 Oct 2025 10:42:40 GMT

@KevSullywrote:
Just seeking answers.
And to those who continue to promote other clients. Many thanks but , YES.. I get it.
I've got them, I've used them. I understand they are available.
I still need a solution for NEW OUTLOOK.
Living in hope.

It is tricky to determine where the issue lies, but there must be lots of people who use 'NEW OUTLOOK' with BTinternet mail without problems. Sometimes persistance can pay off by trying multiple times, (perhaps once a day for a week rather than lots in a row). It could even be a mailbox issue, though not specifically likely due to other clients working.

If you do use VPNs, anti-virus software and other protective programs, these have interferred in the past - and could affect only one client. SMTP port settings, connection security like SSL/TLS etc and all that stuff can also affect access. If you do try different things, make a note of the settings for each try - in case you suddenly stumble on the one that works.

The root cause might be difficult to pinpoint.

Re: Outlook 365 no longer working with BT mail

licquorice — Fri, 24 Oct 2025 11:05:07 GMT

I can confirm New Outlook does work with BT email. I have set up a test account and it works fine.

@KevSully Just for information, I don't use Thunderbird personally, I use MS OUtlook 2010 but recommend Thunderbird as probably the best free client.

Re: Outlook 365 no longer working with BT mail

Peter_W — Fri, 24 Oct 2025 11:36:20 GMT

Thanks for giving that a test here, @licquorice.

@KevSully I've flagged this one with our email team for investigation, too.

It should be fine for now, but if I need to grab any details from you directly, or have any specific updates, we'll pop you over a private message.

Peter

Re: Outlook 365 no longer working with BT mail

asknights — Fri, 24 Oct 2025 15:39:40 GMT

Hi MarkH112

I had the same issue a few weeks ago with the new Outlook account, and was advised to remove the account from all my devices. not sure if the fix I found will work for you.

when adding the emial account enter your password and click the show more button

Scroll down to the stmp settings and re-enter your password into the smtp password box.

for some reason the new Outlook setting don't seem to populate the stmp password

Hope that helps, but as I said these settings worked for me, but not sure if it will for you

Tony