iphone mail issue

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iphone mail issue

I have an issue with the iPhone not properly logging into my m365 email account.

This is an iPhone 13 Pro running iOS 15.1. I upgraded from an iPhone XS. The mail account came over, but it won't successfully authenticate. We require multi-factor authentication on our 365 instance and this user has it enforced.

I've tried removing / re-adding the mail account several times, tried on wifi, tried on cell data. The outlook app logs in, but I want to use the iOS mail app.

This is what happens.

I Go to settings, Mail, accounts, add account, exchange.
I choose my exchange account, put in the email address, and it just accepts it, without prompting for password or mfa pin.
The app appears to be logged in, but new email doesn't come in and the auto reply options in settings are stuck at "Loading..."

My theory is that the phone has the password saved (brought over from the previous phone), and a mfa token, so it doesn't let me enter it, and it doesn't prompt me for the mfa pin. I just don't know how to purge that out. I checked the saved password (Settings > Passwords) and it isn't in that list. I tried to find passwords under safari settings, but didn't find those.

How can I purge this out so that it is truly setup as a fresh account?

Posted on Nov 29, 2021 3:12 PM

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Answer 1

Best reply

Sharon_419

Community Specialist

Nov 30, 2021 11:18 AM in response to dirtadmin

Hey dirtadmin,

Thank you for using the Apple Support Communities! We understand you're having trouble getting your Outlook exchange email account set up on your new iPhone 13 in the Mail app.

You've done great steps already. Being that this relates to your Microsoft account where it should prompt you for that authentication when it hits their servers during setup, we would recommend checking out Set up an Outlook account on the iOS Mail app. Specifically quoted from there,

"Having trouble? We can help.

If you still need help setting up email on your iOS device, tell us about your question in detail using the comment box below so we can address it in the future.

For the best experience, we recommend the Outlook for iOS mobile app. For troubleshooting tips, see Troubleshoot email setup on mobile FAQ.

You can also contact support:

If you are having issues with the iOS Mail app, contact Apple Support.
If you have a Microsoft 365 work or school account account that uses Microsoft 365 for business or Exchange-based accounts, talk to your Microsoft 365 admin or technical support.
For all other accounts, contact Microsoft support."

Best regards.

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Answer 2

dirtadmin Author

Level 1

5 points

Nov 30, 2021 11:26 AM in response to Sharon_419

I was able to solve this by resetting all settings. After that, I was able to setup the account and get prompted for the password, mfa, etc, and mail flowed.

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iphone mail issue

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