Cannot get a user signed into the tenant using Outlook for iPhone

Administrator 0 Reputation points
2026-09-13T23:32:25.2233333+00:00

We have created a new Microsoft tenant for a client. Previously, they were using GoDaddy for email and the user was able to use Outlook for iPhone for his email package. Once we migrated away from GoDaddy to Microsoft directly, he hasn't been able to login into the new tenant using Outlook for IOS. We initially thought it was still holding on to information about the account when it was hosted by GoDaddy, but we can use Safari on his phone and sign into the tenant using office.com. So, we know it is reaching the proper tenant. We can also see the failed attempt in the Entra Sign In logs. We have removed any other Microsoft products and or pieces that could interfere with signing into the new tenant such as Teams, Authenticator app, etc. We have removed Outlook and rebooted the phone. Each time we add Outlook back, the account is already listed in the app. We still have issues when we try to sign in manually as well. We have tried to submit a ticket to Microsoft with the failed Request ID, but its suggestion didn't help either. Is there anything else do do at the tenant side or on the iPhone side to remove the account or any link to the account?

Outlook | Outlook for mobile | Outlook for iOS | For business
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  1. Kien 1,385 Reputation points Independent Advisor
    2026-09-14T00:20:29.8766667+00:00

    Dear Administrator,

    Based on your description, kindly try these steps:

    Fully clear the iPhone authentication path

    In Outlook for iOS, if the account is accessible, open Settings, select the account, and choose Delete Account before uninstalling the app.

    In iPhone Settings, check Apps > Mail > Mail Accounts and delete any entry using the same email address. The exact path varies by iOS version.

    Open Settings > Safari, then select Clear History and Website Data. Outlook and other apps are unable to connect to Outlook.com when using Basic authentication | Microsoft Support

    Restart the iPhone, reinstall Outlook, and add the account by entering the complete new-tenant UPN manually.

    Note: Do not select the account suggested on Outlook’s first screen if it represents the old GoDaddy relationship. Look for Skip, Add another account, or Create a new account setup, then type the address manually.

    In addition, please verify that the appropriate license is assigned to your account and check whether you can access Outlook on the web. And if possible, please try signing in to Outlook with the same account on another mobile device. This will help us determine whether the issue is related to the account or the device.

    I hope the information shared helps point you in the right direction.  

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