Add an email account to your iPhone, iPad, or iPod touch - doesn't work

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BoscoSmith Author

Level 1

1 points

Add an email account to your iPhone, iPad, or iPod touch - doesn't work

iOS version 17.02

iPhone 14 Pro

I cannot connect to my work email from Mail anymore. When I try to use the steps in

Set up Exchange ActiveSync on your iPhone or iPad - Apple Support

I do not see the same screen for Step 3 (manually enter server, domain and username). that screen doesn't not appear.

Why can't I see that screen? Where did it go?

I am forced to use the Outlook Bloatware the company IT person recommended until I can get this fixed.

iPhone 14 Pro, iOS 17

Posted on Sep 29, 2023 4:22 AM

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Answer 1

Top-ranking reply

BoscoSmith Author

Level 1

1 points

Oct 1, 2023 9:11 PM in response to BoscoSmith

turns out that I had an errant server loaded in my keychain - here's what I did:

Settings-Passwords

searched for the exchange password

Saw that the same password was used for each mail server (incoming and outgoing) but also legacy server that was no longer supported (as I learned from my IT folks).

There is an option to "edit" the list, I selected that option and deleted that server from the list.

then being the former PC guy that I am, I restarted the MacBook, and was able to add the account with no problems - and the disappearing screen shown in step 3 was visible.

remove un-supported servers
remove troublesome email account from Mail
restart MacBook
add formerly troublesome account back

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Answer 2

KiltedTim

Level 10

225,966 points

Oct 1, 2023 3:03 PM in response to BoscoSmith

What do you see instead?

If your company uses MS 365, you won't get that as there is no local server for you to select at all. It's in the cloud. They can also dictate what mail client you're permitted to use.

Take it up with your IT department.

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Answer 3

giantcat

Community Specialist

Oct 1, 2023 2:47 PM in response to BoscoSmith

Hi BoscoSmith,

For this issue with a blank screen while trying to add that manually it would be best to reach out to Apple Support. You can do so after a few steps here: Get Support

Good luck!

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Add an email account to your iPhone, iPad, or iPod touch - doesn't work

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