Google Pixel 9 Pro loading Office 365

randy smith 0 Reputation points
2026-05-08T14:37:41.17+00:00

Hi,

Have been having trouble with Pixel 9 pro and Office 365, have tried several things. I tried deleting the profile and can't reload it now. It keeps saying " Check your account info and try again, or switch to modern auth below. To get help, contact your IT admin." What exactly does this mean? I use this phone for business and all my contacts were synced with Office.

The Outlook app is working, but I can't seem to sync the contacts with the phone?

Microsoft 365 and Office | Install, redeem, activate | For business | Android
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  1. Alexis-NG 18,070 Reputation points Microsoft External Staff Moderator
    2026-05-08T15:27:55.2533333+00:00

    Hi randy smith,

    Currently, a synchronization issue is affecting many Android users particularly those using Exchange Online preventing them from successfully authenticating their email and contact data.

    User's image

    There are indications that this is related to a recent compatibility issue between the Gmail mobile app and Exchange Online, where authentication fails even though the same account works correctly in other clients. In particular, users have reported that Outlook mobile works without any issue while the Gmail app fails to authenticate or repeatedly rejects valid credentials.

    Currently, there is no official confirmation or fix announced from Microsoft or Google regarding this behavior. Based on current findings, this appears to be a service/client-side issue rather than a tenant configuration or user account issue.

    As a workaround, affected users should continue using the Outlook mobile application or Outlook Web to access their mailbox, as it uses a different authentication and sync mechanism and is not impacted by this issue.

    You can read more at Gmail app bug locks some Microsoft 365 and Exchange Online users out on Android, Outlook still works.

    This information is provided as a convenience to you. These sites are not controlled by Microsoft, and Microsoft cannot make any representations regarding the quality, safety, or suitability of any software or information found there. Please ensure that you fully understand the risks before using any suggestions from the above link.  

    However, your issue appears to extend beyond just the Gmail app and is also impacting other Office 365 applications. At this point, it is not something that can be resolved through end-user troubleshooting.

    Given the nature of the problem, the most effective next step is reaching out to your IT admin and ask them to use their admin credentials to submit a support request through the Microsoft 365 Admin Center on your behalf.

     

    Microsoft also provides customer service phone numbers based on your region. Your IT admin can find the appropriate contact number here: Customer service phone numbers - Microsoft Support 

    This route ensures that a Microsoft support engineer can initiate a remote session to investigate backend configurations, run advanced diagnostic tools, and, if necessary, escalate the case to specialized teams with access to internal systems and logs. These backend resources are essential for resolving issues that go beyond what’s visible in the user interface.

    As community moderators, we’re here to guide you, but due to privacy and security limitations, we don’t have access to the backend tools required for a full resolution. For this reason, contacting Microsoft Support via the Admin Center is the most secure and efficient way forward.

     

    In case you do not know who is your IT admin, kindly refer to this article: How do I find my Microsoft 365 admin? - Microsoft Support 

     

    I hope this helps you resolve the issue quickly. I’m glad to assist and truly hope the information provided has been useful. Please feel free to reach out anytime if you need further assistance.  

    If you find my post helpful, kindly consider marking it as the accepted answer. Doing so can assist others in the community who may have similar questions in finding solutions more quickly.  

    Thank you for your kindness and contributions to the forum. 

    Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.

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  2. AI answer

    2026-05-08T14:37:51.77+00:00

    The message indicates that the account is not being accepted with the current authentication method and that the device should use modern authentication (OAuth) instead of basic authentication. This is controlled by the Microsoft 365/Exchange configuration, so any change to allow or block certain auth methods must be done by the Microsoft 365 admin.

    For the contacts not syncing to the Pixel 9 Pro:

    1. POP/IMAP accounts cannot sync contacts or calendar. Only Exchange ActiveSync/modern Microsoft 365 connections can sync contacts and calendar. If the account was added as POP or IMAP, only mail will sync and contacts will not appear in the phone’s Contacts app.
    2. The email provider must support Microsoft Exchange ActiveSync for contacts and calendar sync. Microsoft 365 and most major providers do.
    3. If the account used to sync and now does not, this is treated as a sync issue rather than first‑time setup. In that case, follow the Outlook mobile troubleshooting guidance for sync issues and, if it is a Microsoft 365 work/school account, involve the Microsoft 365 admin or technical support to review the account and device partnership.
    4. If this is a Microsoft 365 work or school account and the device is managed (e.g., via Company Portal/Authenticator), some Android models can have issues adding or syncing mail when another Microsoft app is installed. On such devices:
      • Turn off power‑saving mode or adjust it so that Outlook and Authenticator/Company Portal are allowed to auto‑launch and run in the background.
      • Disable power optimization for Authenticator/Company Portal.
      • Open Authenticator/Company Portal first, then open Outlook so that the background auth app is running when Outlook connects.

    If contacts still do not sync to the phone’s Contacts app even though Outlook itself is working, the Microsoft 365 admin should verify that the account is configured as an Exchange/modern auth account and that device access policies allow contact sync for that device.

    References:

    AI-generated content may be incorrect. Read our transparency notes for more information.

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