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My iPhone (App Store app) is not recognizing my hotmail account password and therefore won't let me install an app.

Jackie M 0 Reputation points
2026-06-02T14:33:57.9166667+00:00

My iPhone (App Store app) is not recognizing my hotmail account password and therefore won't let me install an app. I had also reset Microsoft password, but it wont accept the new one either. I have Authenticator app, if that matters, so when I open hotmail on my laptop, I use the Authenticator app to sign in. I never open hotmail on my iphone, but it is the primary email for my Apple account.

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  1. Alice-N 10,280 Reputation points Microsoft External Staff Moderator
    2026-06-07T03:59:32.05+00:00

    Hi Jackie M

    I understand you are having a problem with your iPhone asking for a password in the App Store when your Apple Account uses a Hotmail address. I am happy to help. 

    Please reply with the following details: 

    • Does the password prompt appear under App Store / Media & Purchases, or inside the Mail setup for the Hotmail account?  
    • Can you still sign in to your Apple Account on the iPhone under Settings > Your name?  

    I would love to hear from you soon. Have a lovely day!

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  2. AI answer

    2026-06-02T14:34:18.82+00:00

    The Hotmail address used as the Apple ID is a Microsoft account. If the password for that Microsoft account has stopped working, the account password must be recovered and reset successfully before it will work anywhere (including the App Store on iPhone).

    Follow these steps to fix the password issue on the Microsoft side first:

    1. Go to the Microsoft account recovery page: Recover your account.
    2. Enter the Hotmail email address used as the Apple ID.
    3. Follow the prompts to receive and enter a security code, then set a new password.
    4. Ensure the correct domain and spelling are used (for example, hotmail.com vs hotmail.co.uk, and correct spelling of the name part of the email). If the email is not recognized, try any other alias or phone number on the account.

    If sign-in still fails and the message "We couldn't find an account with that username" appears, contact Microsoft support from the same page using the Contact support option and explain that the username has stopped working.

    Once the Microsoft account password is confirmed working (for example, by signing in at account.microsoft.com in a browser), update that same password wherever the Hotmail address is used, including on the iPhone if prompted.

    If the account is configured to use passwordless sign-in with Microsoft Authenticator, it may be necessary to temporarily turn passwordless off and set a password again so that password-based sign-in works where required. This is managed from the Microsoft account security page after signing in.


    References:

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