Fix “We Are Unable to Connect Right Now” in Outlook

The “We are unable to connect right now” message can appear in Outlook when the app cannot reach its mail service, even if your internet seems to work. These steps help identify whether the cause is a temporary service problem, your connection, an outdated app, or a damaged account setup, then guide you through the safest fixes.

What You’ll Need

A working internet connection and a web browser.
Your Outlook email address and password. If your account uses multifactor authentication, have your verification method available.
A few minutes to restart Outlook or your device. If this is a work or school account, you may need your organization’s IT support for account or network changes.

Step-by-Step

Check whether Outlook’s service is available. First, open Outlook on the web in a browser and try signing in with the same account. If the web version also fails, check Microsoft’s service status information or ask your work or school administrator whether there is an outage. During an outage, wait and try again; changing account settings usually will not help.
Confirm that your internet connection works. Open a few unrelated websites. If they do not load, reconnect to Wi-Fi or Ethernet, restart your router if appropriate, or try another trusted network. If Outlook works on another network, a firewall, proxy, VPN, or managed network may be blocking its connection. Do not bypass workplace security controls; ask your IT administrator to investigate.
Close and reopen Outlook. Save any work in other apps, then quit Outlook completely and start it again. On Windows, check the taskbar notification area for an Outlook icon and quit from its menu if it remains open. On Mac, use Outlook > Quit Outlook. A fresh launch can clear a temporary connection problem.
Check Outlook’s connection state. In classic Outlook for Windows, look at the status bar at the bottom of the window. If it says “Working Offline” or “Disconnected,” open the Send/Receive tab and turn off Work Offline, if that option is selected. Then choose Send/Receive All Folders. The layout differs in new Outlook, Outlook for Mac, and Outlook on the web; do not assume the classic Outlook controls apply to those versions.
Install available updates. In classic Outlook for Windows, open File > Office Account > Update Options > Update Now, if those options are available. New Outlook and Outlook for Mac may update through their app’s built-in update process or the store used to install them. Install updates from the official update channel, then restart the app. If your organization manages updates, contact IT rather than changing its update settings.
Restart your computer or phone. Save open files and restart the device. This can refresh network connections and clear stuck app processes. After restarting, open Outlook and allow time for it to reconnect before making other changes.
Check account sign-in and authentication. If Outlook asks you to sign in, enter your account details in the genuine Microsoft or organization sign-in window. Complete any verification prompt. If your password was recently changed, Outlook may need you to authenticate again. Never share a password or verification code with someone who contacts you unexpectedly.
Repair the Office installation on Windows if the problem persists. Close Office apps, open Windows Settings > Apps > Installed apps (the wording can vary), select your Microsoft 365 or Office installation, choose Modify, and run Quick Repair if offered. Follow the prompts and reopen Outlook. If Quick Repair does not help, online repair may be available, but it can take longer and may require the Office apps to be set up again. Repair options vary by installation and may be controlled by your organization.
Remove and add the account again only as a later step. Before changing an account, make sure you can sign in to it on the web and know whether any data is stored only on the device. Use Outlook’s account settings to remove and then add the account again, following the prompts for your account type. Avoid deleting data files or profiles unless you understand what they contain. For a work or school account, get IT guidance first.

Common Mistakes

Repeatedly entering the password: A service outage, network block, or expired sign-in session may not be fixed by trying the same password again. Check web access and service status first.
Changing server settings at random: Incorrect incoming or outgoing server details can create additional problems. Use the settings supplied by your email provider or administrator; many accounts configure automatically.
Removing an account before checking local data: Some messages, drafts, or other information may exist only on a device or in a local data file. Confirm what is synchronized or backed up before removing an account.
Confusing offline mode with an outage: “Work Offline” applies to certain Outlook versions, especially classic Outlook for Windows. It is not a universal menu option across every Outlook app.
Disabling security software or using an untrusted network: Do not weaken security controls to test a connection. Ask the network administrator for help if a managed network appears to be the cause.

Tips

Test the same account in Outlook on the web. This is a quick way to distinguish an app-specific issue from a sign-in, account, or service issue.
Note when the error started and whether it affects one account, one device, or all Outlook access. That information helps support staff narrow down the cause.
Keep your device’s date and time set automatically. A significantly incorrect clock can interfere with sign-in and secure connections.
For work or school accounts, record the exact message and contact your administrator before changing profiles, server details, or organization-managed settings.

Troubleshooting

Outlook on the web works, but the desktop app does not: Focus on the installed app. Restart it, check its connection state, install updates, and try the available Office repair option on Windows. If one Windows profile has the problem, your IT team can advise whether testing a separate Outlook profile is appropriate; do not delete the existing profile as a first step.

Neither the app nor webmail connects: Check service status, confirm the account can sign in through its provider’s official sign-in page, and test a different trusted network if permitted. If the account is locked, requires administrator approval, or shows an organization sign-in error, contact the provider or your work or school administrator.

The error happens only on a work network: A proxy, firewall, VPN, or access policy may be involved. Note whether the issue occurs only on that network and ask IT to check it. Do not change managed network settings yourself.

The app requests sign-in over and over: Confirm the device’s date and time, complete any verification prompts, and install updates. If the loop continues, contact your administrator or email provider before clearing credentials or removing the account, since those actions can affect other Office apps.

Nothing changes after these steps: Write down your Outlook version, device type, account type, when the problem began, and what you tried. Share the exact error with Microsoft support, your email provider, or your organization’s help desk. Do not include your password or verification codes.

Frequently Asked Questions

Does this error mean my password is wrong?
No. It can result from a service outage, connection problem, app issue, or sign-in session. Test the account in a browser before changing your password.

Why does Outlook on the web work when the app does not?
The account and service may be available while the installed app has a stale session, update issue, or damaged installation. Try restarting, updating, and repairing the app.

Will removing and re-adding my account delete my emails?
Messages synchronized with the mail service should normally remain there, but local-only items may not. Check what is synchronized and consult your administrator before removing a work or school account.

Should I turn off my VPN or firewall?
Do not disable security protections without permission. If you suspect a managed network or VPN is involved, ask its administrator to check the connection.

What if Outlook says it is working offline?
In classic Outlook for Windows, check Send/Receive > Work Offline and turn it off if selected. Other Outlook versions may not have that control, so use their connection and account settings instead.

When should I contact IT or support?
Contact them if webmail also fails, the account requires administrator action, the issue is limited to a managed network, or the app still cannot connect after basic updates and repair.

General steps for current mainstream versions; menus can differ by device and version. See the disclaimer or report an error.

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