Outlook has stpped updating in mobile phone (last message received August 27th)

Richard Ayre 20 Reputation points
2026-09-08T13:14:05.7166667+00:00

User [Moderator note: Personally Identifiable Information removed] @clicketybooks.co.uk reports loss of Outlook on mobile Samsung S23 on August 27th. Part of company's 365 subscription.

Microsoft 365 and Office | Subscription, account, billing | For business | Other
0 comments
Answer accepted by question author
Michelle Nguyen 1,180 Reputation points Independent Advisor
2026-09-08T13:44:34.0433333+00:00

Hi @Richard Ayre

Thank you for reaching out, and sorry for the inconvenience this has caused.

Based on the information you've shared, I understand that you lost access to Outlook on your Samsung Galaxy S23 mobile device starting August 27th, and that this account is part of your company's Microsoft 365 subscription.

Before we move forward with troubleshooting, could you please help us with a couple of details:

  1. Have you heard from any other users experiencing a similar issue, on either Android or iOS devices?
  2. Could you let us know the exact version of the Outlook app currently installed on your device?

In the meantime, here are a few basic troubleshooting steps you can try:

  1. Restart the Outlook app - fully close it and reopen it.
  2. Check for updates - make sure Outlook is updated to the latest version via the Google Play Store.
  3. Verify your connection - confirm the device has a stable Wi-Fi or mobile data connection.
  4. Re-add the account - remove the affected account from Outlook and add it again.
  5. Clear the app cache - Settings > Apps > Outlook > Storage > Clear Cache (please avoid "Clear Data", as this will remove the account setup).
  6. Restart the device - a simple reboot can resolve temporary glitches.

Please let me know the results after trying these steps, along with the details requested above, and we'll take it from there.

Was this answer helpful?

1 person found this answer helpful.

1 additional answer

Sort by: Most helpful
Most helpful Newest Oldest

  1. AI answer

    2026-09-08T13:14:21.03+00:00

    For Outlook mobile on a Samsung S23 that stopped updating after August 27, use this sequence:

    1. Confirm whether the mailbox itself is working.
      • Sign in to Outlook on the web or Outlook on a computer.
      • If new mail appears there, the mailbox is working and the issue is with the mobile app.
    2. Check for a service issue.
      • Check the Outlook.com server status if applicable.
      • If email works on a computer and there is no outage, the problem is likely the mobile app.
    3. Reset the account in Outlook mobile.
      • In the Outlook app, go to Settings > tap the account that is not syncing > Reset Account.
      • Then check whether mail starts syncing again.
    4. If reset does not help, remove and re-add the account.
      • In Outlook mobile, go to Settings > tap the affected account > Delete Account > Delete From This Device.
      • Add the account again.
    5. If the app still fails, remove the mobile device partnership and re-sync.
      • In Outlook on the web, go to Settings > General > Mobile devices.
      • Select the device and delete the device partnership.
      • Select Save.
      • Power off the Samsung phone completely, restart it after a few seconds, and sync the mailbox again.
      • This removes the partnership only; it does not wipe the device.
    6. Verify account type if calendar and contacts are also affected.
      • If the account was added as IMAP or POP, calendar and contacts will not sync.
      • It must be added as an Exchange ActiveSync account.
    7. If Outlook mobile is crashing or stuck, reinstall it.
      • Clear the browser cache on the device.
      • Remove the Outlook app and reinstall it.
      • Also make sure the phone has enough storage space and a working Wi-Fi or data connection.

    Because this is a Microsoft 365 work or school account that is part of a company subscription, the documented escalation path is to contact the Microsoft 365 admin or technical support if the steps above do not resolve it.

    References:

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

    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.