How to Fix New Outlook Access Problems with Multiple Exchange Accounts
Question details
The user is unable to add a second Exchange account to the new Outlook app because it incorrectly prompts to synchronize it as an IMAP account instead of Exchange.
- Product
- Microsoft Outlook
- Device & OS
- not provided
- Scenario
- Setting up multiple Exchange accounts in the new Outlook application on a new laptop.
- Observed behavior
- While both accounts work perfectly in classic Outlook, the new Outlook app only recognizes one account and fails to properly configure the second, asking for IMAP synchronization instead.
Ensure you have the exact login credentials for both accounts and verify with your IT department that the new Outlook app is supported for both mailboxes.
Remove and Re-add the Account with the Correct Exchange Setup
Manually force the correct Exchange or Microsoft 365 account type configuration to bypass the automatic IMAP prompt.
Sometimes, the auto-discover feature in the new Outlook misinterprets server settings, defaulting to IMAP. Removing the misconfigured account and manually selecting the Exchange or Work/School account type usually resolves this.
Click the gear icon to open Settings in new Outlook, go to 'Accounts', select 'Email accounts', and click 'Manage' next to the account prompting for IMAP. Select 'Remove' to delete it from the app.
In the same Accounts menu, click 'Add account'. Enter the full email address for your second Exchange account.
If prompted to choose an account type, explicitly select 'Exchange' or 'Microsoft 365 (Work or school account)' rather than letting the app default to IMAP.
Follow the on-screen prompts to sign in via your organization's authentication portal to finalize the synchronization.
Revert to Classic Outlook and Verify Permissions
Use classic Outlook as a temporary workaround while your IT administrator checks your mailbox settings for new Outlook compatibility.
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Frequently Asked Questions
Why does new Outlook try to set up my Exchange account as IMAP?
This typically occurs if the auto-discover DNS records for your email domain are not correctly configured, or if there is a temporary communication error with the Exchange server, causing the app to fall back to the basic IMAP protocol.
Can I use both classic Outlook and new Outlook simultaneously?
Yes, you can keep the classic Outlook desktop application installed on your device while testing or using the new Outlook app. You can switch between them using the toggle at the top right of the application window.
How do I update the new Outlook app to fix bugs?
The new Outlook app generally updates automatically through the Microsoft Store. You can manually check for updates by opening the Microsoft Store app, going to 'Library', and clicking 'Get updates'.
What if my organization doesn't support the new Outlook app yet?
If your IT department has blocked or not yet rolled out support for the new Outlook app for specific mailboxes, you must continue using classic Outlook or Outlook on the Web until they update their policies.
