Outlook prompting for IMAP password

Copper Contributor

I think I'm going crazy! My Outlook keeps popping up asking me to add my IMAP password (which I have no idea what it is), and my emails are not updating. I haven't changed anything to my knowledge and this is happening on both my phone and laptop. I keep being sent to Microsoft 365 to update the password which I have done and then realised I have another Outlook in Microsoft from years ago which I do not use. I need to find the IMAP password for the Outlook I do want to use as it's my business email but Outlook don't seem to have any contact details. Does anyone have any experience with this before I go mad? Really appreciate if anyone has any ideas at all? Many thanks

4 Replies

Hi @RebeccaS50,

There are a few things you can try to fix the issue of Outlook prompting for your IMAP password and emails not updating on both your phone and laptop:

1. Make sure that you have entered your username and password correctly.
2. Check if your email provider requires you to use an app password instead of your regular password.
3. Make sure that your Outlook is up-to-date and if not, update it.
4. Try delteing and creating a new profile in Outlook.
Create an Outlook profile - Microsoft Support
6. If you are using Outlook, try unchecking the box next to the option “Always prompt for login credentials” under the Security tab.

- Choose File / Account Settings / Account Settings
- Click the Change button.
- Click the More Settings button. Select the Security tab.
- Deselect the "Always prompt for logon credentials" check box.

7. Remove stored credentials in Credential Manager. Open the Control Panel, click Credential Manager, find the credential sets that Outlook in the name, expand the set and click on "Remove from Vault".

8. Set up MFA for Office 365. If your admin has enabled multi-factor authentication for your account, we recommend to use it. Or use the app password in Outlook. For details, please refer to this article: https://support.office.com/en-us/article/set-up-2-step-verification-for-office-365-ace1d096-61e5-449...

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Kindest regards,

Leon Pavesic



Hi and thank you for your reply!

I don't seem to have the 'security' tab, attached a screenshot.

I don't seem to have the 'outlook' name under credentials either, attached a screenshot.

I have just updated Microsoft and Outlook said it will have to open in safe mode as it didn't close properly. Now I can see all my missed business emails but only in safe mode.

The log in prompt is still popping up on laptop and mobile, I am really at a loss, I've honestly had nothing but issues with Outlook, the syncing is terrible too (when it does sync).

Many thanks


@RebeccaS50, first, check your email provider's requirements. Some providers, like Google and Microsoft, necessitate the use of app passwords instead of regular ones for email clients like Outlook. Visit your provider's website for instructions on obtaining an app password.


Ensure your Outlook client is updated by going to File > Office Account > About Outlook and installing available updates.


Consider creating a new Outlook profile and configuring your account there. Access Control Panel > Mail > Show Profiles > Add, name the new profile, and follow the setup instructions.


You can also try disabling and re-enabling your email account within Outlook by right-clicking your account, going to Account Settings, and choosing Disable, then Enable after a few seconds. Additionally, under the Security tab, you can uncheck "Always prompt for login credentials" in File > Account Settings > Account Settings > More Settings > Security.


Additional advice - test your email account through the web interface to isolate the issue to Outlook and if problems persist, use the Microsoft Support and Recovery Tool to diagnose and resolve Outlook issues.