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Issue With Outlook on my Android Mobile Phone (Tag: 5nlhg)

Irene Reid 20 Reputation points
2026-05-24T12:56:45.6533333+00:00

Hello,

For some reason my Outlook app has suddenly stopped working. It is no longer syncing my emails and calendar on my mobile phone and now all my emails and calendar have disappeared. I have already tried uninstalling the app and re-installing it using my email account but it is displaying the error tag 5nlhg. I have also tried clearing the cache and data for my Outlook app as well but it's still not working and won't allow my to add my existing Outlook account (O365).

Please help!!!

Thanks,
Irene

Outlook | Outlook for mobile | Outlook for Android | For business
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Answer accepted by question author

Jayden-P 22,910 Reputation points Microsoft External Staff Moderator
2026-05-24T15:08:30.4+00:00

Hi @Irene Reid

May I ask what is your phone's model and your Outlook Android version?

Do you use Microsoft Authenticator? If yes, please try updating the app first. Sometimes updating the Microsoft Authenticator could help.

I have done some research about this error code, and this article might be helpful: Tried to login but getting the error - Microsoft Q&A

You can try option A, keep the Authenticator running in the background, then log into Outlook.

If you are using Xiaomi, try option B.

I also notice some users mentioned you should authenticate in your Microsoft Authenticator first, then proceed to log in on your Outlook.

Please try and let me know if it works for you. If not, please provide your phone's model and your Outlook Android version.

I look forward for your reply.

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  1. Irene Reid 20 Reputation points
    2026-05-24T15:56:54.4966667+00:00

    Many thanks for replying so quickly!

    I do use Microsoft Authenticator so I tried adding my account to the authenticator app, even though it was already listed. I then launched my outlook app and used the QR code to setup my email account. And it worked! So everything is now appearing and synchronising.

    Many thanks,

    Irene

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  2. AI answer

    2026-05-24T12:57:12.41+00:00

    Follow these steps in order, using Outlook for Android and a PC where possible.

    1. Reset the Outlook account on Android
      1. Open the Outlook app.
      2. Go to Settings.
      3. Tap the Office 365 account that is not syncing.
      4. Tap Reset Account.
      5. Wait a few minutes and check if mail and calendar start syncing again.
    2. Remove and re-add the account in Outlook for Android Since reinstalling alone did not help, explicitly remove and re-add the account:
      1. In Outlook for Android, go to Settings.
      2. Tap the problematic account.
      3. Tap Delete Account > Delete From This Device.
      4. Close Outlook.
      5. Re-open Outlook and add the Office 365 account again using the default Microsoft 365/Exchange option (do not configure it as IMAP or POP). If prompted to set up as IMAP, cancel and choose the Microsoft 365/Exchange option instead so that calendar and contacts can sync.
    3. Verify the account on a PC with Outlook (Exchange protocol)
      1. On a PC, open Outlook (desktop client).
      2. Add the same Office 365 account using the default Microsoft 365/Exchange configuration.
      3. Send a test email and create a test calendar event.
      4. Close Outlook on the PC.
      5. Restart the PC.
      6. Open Outlook again and confirm that the test email and event appear.
      7. Check Outlook for Android to see if the same email and event now sync to the phone.
      8. If they still do not appear, go to Settings in the Outlook app and restart the app (force close and reopen) and check again.
    4. Check for IMAP/POP configuration in other mail apps If the same account is also configured in another mail app on the phone (Samsung Email, native Android Mail, etc.):
      1. Open that mail app’s Settings.
      2. Locate the Office 365 account.
      3. If it is listed as IMAP or POP, remove that account from that app.
      4. Re-add it as Exchange or Exchange ActiveSync if using that app, or rely solely on Outlook for Android.
    5. Check for device-specific issues and restart Some recent Android/Samsung issues affecting Microsoft apps have been resolved simply by restarting the device multiple times or updating system components:
      1. Fully power off the phone and turn it back on.
      2. If the problem persists, restart again and then try signing into Outlook.
    6. If Outlook.com / Microsoft 365 previously synced and now stopped If this Office 365 account previously synced fine and only recently stopped:
      1. Verify that the account works in a browser (Outlook on the web) and on a PC.
      2. If it works there, the issue is likely with the mobile app.
      3. Remove and re-add the sync partnership from Outlook on the web if needed (per the guidance in the referenced article), then re-add the account in Outlook for Android.
    7. Escalate to admin or Microsoft support Because this is a business (Office 365) account and the error tag persists after these steps:
      1. Contact the organization’s Microsoft 365 admin or IT support to check for any conditional access, device limits, or account issues.
      2. If the account is Outlook.com/consumer or if admin confirms no tenant-side issues, contact Microsoft support for Outlook mobile with the error tag 5nlhg and device details.

    References:

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

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