Why am I getting an INVALIDCREDENTIALS TEMPORARILYUNAVAILABLE when trying to set up my email in Outlook (new) App

Question

Cannot add e-mail account i***@devrolijk***tjes.nl. Email account is moved to other Hosting Provider, so I removed the old account and I want to add the new account. But every time I got a error.

{"SessionId":"3e5bbfc2-d6ff-b34a-b35f-46f5189385a6","Timestamp":1741376395723,"Error":"INVALIDCREDENTIALS TEMPORARILYUNAVAILABLE"}

I also added a second email account j**@devroli***jes.nl and that one is working fine. Can there be some caching somewhere with the old settings of the old hosting provider?

On my phone the email account info@devr***tjes.nl is working fine.

And also on my wife's laptop with Outlook 2019 the account is working fine.

Only not with the free Outlook (new) App.

Please help me out

Addition:
I used the IMAP protocol.

But like I said I added a second email account j**@devrolijk****tjes.nl and that one is working fine in the Oulook (new) App. And it also uses the IMAP protocol. So the IMAP protocol is not the problem.

You please explain why the e-mail address in**@devrolijktjes.nl is not working and the email address j**@devrolijktjes.nl does work.

I think the problem is some caching at Microsoft.

Because the email address in**@devrolijk****tjes.nl was already active at our previous hosting provider. And then the email address was working fine in the Outlook (new) App. But after changing over to a new hosting provider the email address does not work anymore. And it only does not work anymore with the Outlook (new) App.

On another forum I did read the following:

If you've used in*@ with mobile Outlook or this Outlook semi-recently and then changed servers, it could fail for a few weeks. Microsoft stores the IMAP credentials on their server with these apps and then checks the mail from there. If they have the credentials and server on file and it differs from what you've input in the app now, it often silently ignores what you've input and uses what they have on file instead for an undetermined amount of time.*

Source: https://forum.directadmin.com/threads/new-consumer-outlook-app-replacemend-for-mail-app-not-working.70882/#post-379367

Can you confirm the above is true? Because it seems to be true.

See also this thread:

https://answers.microsoft.com/en-us/outlook_com/forum/outlk_web-outtop_com-outsub_email/why-am-i-getting-an-invalidcredentials/57eca990-9574-4328-b73d-b183c181ecf8

Answer 1

Hi @Rob Janssen

Welcome to our forum!

1. Cached Credentials on Microsoft's Servers:
   • When you use the Outlook app (especially the new free version), Microsoft stores the IMAP credentials and server settings on their servers. If you change hosting providers and update the email account settings, the app may still use the old cached credentials instead of the new ones.
   • This behavior can cause errors like INVALIDCREDENTIALS TEMPORARILYUNAVAILABLE, as the app is trying to connect to the old server with outdated credentials.
2. Why the Second Email Works:
   • The second email account (j**@devrolijk****tjes.nl) likely didn't exist on the old hosting provider or wasn't previously configured in the Outlook app. Therefore, there are no cached credentials for this account, and the app uses the new settings without issue.
3. Other Devices Work Fine:
   • On your phone and your wife's laptop, the email account works because these devices are likely using the updated credentials directly, without interference from Microsoft's caching.

Here are some steps you can try to resolve the problem:

1. Clear Cached Data in Outlook:
   • Remove the problematic email account (info@devrolijk****tjes.nl) from the Outlook app to clear the app's cache.
   • If clearing the cache manually doesn't work, uninstall the Outlook app and reinstall it. This will reset all cached data.
2. Re-add the Account:
   • Open the Outlook app again.
   • Add the email account (info@devrolijk****tjes.nl) with the updated IMAP settings.
   • When adding the account, choose the option for manual setup (if available) and enter the IMAP and SMTP server details manually. This can sometimes bypass cached settings.
3. Wait for Cache Expiry

• If the above steps don't work, you may need to wait for Microsoft's servers to update their cache. Unfortunately, this can take a few weeks, as noted in the forum thread.

Hope it helps! 

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Answer 2

Removing the account from the app on the laptop where the account was previously installed did not work. I did not clear the cache (on the Microsoft server)

Reinstalling the account did also not work.

Even not on other laptops were the account was never installed before.

This is a bug which needs to solved quickly by Microsoft.

What a lack of support from Microsoft.