Carnt get my emails

tina Gray 0 Reputation points
2026-09-10T10:09:33.08+00:00

I bought a new apple phone about 3 weeks ago and carnt get my emails as my husbands email address keeps coming up I carnt remove this and I don’t know the password my husband passed away [--PII REMOVED--] I’m finding this very stressful as I’ve got emails from my holiday bookings & energy bills etc that I cannot get as you’ve blocked my email account please could you help. Thank you mrs Tina gray

Outlook | Web | Outlook.com | Email
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  1. Lucus-V 12,535 Reputation points Microsoft External Staff Moderator
    2026-09-10T16:37:26.71+00:00

    Hi tina Gray,

    Please note that our Microsoft Q&A forum is a public platform, and we will modify your response/ question to hide your personal information in the description. Kindly ensure that you hide any personal or organizational information the next time you post an error or other details to protect personal data.

    Could you please let us know which email provider you're using (for example Outlook.com, Hotmail, Live, Gmail, Yahoo, or another provider)?

    Also, are you accessing your email through:

    • the Outlook app on your iPhone,
    • the Apple Mail app, or
    • a web browser?

    If your email address is a Microsoft account (such as Outlook.com, Hotmail.com, Live.com, or MSN.com), you can temporarily access your mailbox through Outlook on the web by signing in at https://outlook.com. This will help determine whether the issue is with the account itself or with the app/device.

    Please also let us know:

    • Are you unable to receive any emails, or only emails from specific senders?
    • Can you send emails successfully?
    • Do you see any error messages?

    This information will help narrow down the cause and provide the appropriate troubleshooting steps.

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  2. AI answer

    2026-09-10T10:09:46.55+00:00

    Try these steps in order:

    1. On the iPhone, open Settings > Mail > Accounts.
    2. Select the email account that shows the wrong address.
    3. If this is the unwanted account, tap Remove Account.
    4. If the account is meant to stay but is asking for a password, open Settings > Mail > Accounts > [account] and tap Account Settings or the Password field, then enter the correct current password.
    5. Open the Mail app and check whether mail is syncing and whether messages can be sent and received.

    If the account is an Outlook.com account and access is blocked, use the Sign-in Helper to start unblocking the account. If that does not work, use the When you can't sign in to your Microsoft account flow.

    If the mailbox or OneDrive storage is full, Outlook.com may not send or receive email until space is cleared.

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

    Was this answer helpful?

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