how do i resolve Issues with my outlook account

David Cattunar 20 Reputation points
2026-07-15T10:47:54.6233333+00:00

my email account for ******@bigpond.ne.au is no longer accessible, I have removed it but cannot add it back. My other account ******@gpcasiapac.com is still there and accessibly. Error code i get is

{"SessionId":"4eec899b-e842-f348-b2d8-a96190388b3c","Timestamp":1783936842168,"Error":"INVALIDCREDENTIALS INTERACTIONREQUIRED"}

Outlook | Windows | Classic Outlook for Windows | For home
0 comments
Answer accepted by question author
SD - IA 179.4K Reputation points Independent Advisor
2026-07-17T15:28:47.47+00:00

Thanks. Bigpond has changed its settings, and you need an app password now.

  1. Sign in to your BigPond webmail account.
  2. Click the nine-dot (squares) icon in the upper-left corner, then select Settings.
  3. Go to Accounts.
  4. Select Generate App Password.
  5. Enter a name for the app password, such as Mail, then generate it.
  6. Copy the long app password that is displayed.
  7. Open the Mail or Outlook app and set up your BigPond account again. When prompted for your password, use the newly generated app password instead of your regular BigPond account password.

This should work.

I look forward to hearing from you to get the results of the troubleshooting.

Was this answer helpful?

1 person found this answer helpful.

1 additional answer

Sort by: Oldest
Most helpful Newest Oldest
  1. SD - IA 179.4K Reputation points Independent Advisor
    2026-07-15T11:29:07.6133333+00:00

    Hello,

    I'm going to run through a few steps with you. Some of these are diagnostic — they help me narrow down what's wrong, not fix it outright. So if nothing changes after a step, that's normal and expected, not a dead end. I'll keep going until we've got this resolved.

    When you are trying to add a new account, configure the account manually instead:

    • Incoming (IMAP): imap.telstra.com — Port 993 — SSL
    • Outgoing (SMTP): smtp.telstra.com — Port 465 (SSL/TLS) or 587 (STARTTLS)
    • Username: your full BigPond/Telstra email address
    • Ensure SMTP authentication is ON (Outgoing server requires authentication)

    User's image

    If it does not work, and you have Classic Outlook it should work there. Please try that and let me know.

    I look forward to hearing from you to get the results of the troubleshooting.

    Was this answer helpful?

Your answer

Answers can be marked as 'Accepted' by the question author and 'Recommended' by moderators, which helps users know the answer solved the author's problem.