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Josh
Josh, Mac Support
Category: Mac
Satisfied Customers: 16873
Experience:  5 years as Network Admin, 10+ years of IT support
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I am having trouble sending mail from my iPad........get

Customer Question

I am having trouble sending mail from my iPad........get message that user name/password ***** incorrect. I have gone into settings to check my password, it this hasn't helped. I am trying to apply for a job, so I REALLY need to be able to send out mail!!!! Thanks in advance ~ Sue
JA: When did you last reset your username and password?
Customer: Just now
JA: Have you installed any updates recently?
Customer: no, just any auto updates that may have been installed
JA: What troubleshooting have you tried?
Customer: just going into settings
JA: Anything else you want the Mac expert to know before I connect you?
Customer: no tks!
Submitted: 3 months ago.
Category: Mac
Expert:  Bob James replied 3 months ago.

Are you using iPad's built in "Mail" application, or something else?

What email provider are you using; Gmail, Yahoo, Outlook, Live?

Customer: replied 3 months ago.
Built in. And I use outlook thru MNS.
Customer: replied 3 months ago.
I'd rather you just try to walk me thru possible issues
Expert:  Bob James replied 3 months ago.

That is my goal, I just needed to know where to start.

When you go into the Mail app, do you see a "Outbox" folder? If so, is there anything in it? If there is, please delete any/all in the Outbox and try to send again. Let me know what happens.

Customer: replied 3 months ago.
I don't want to allow remote access at this time
Customer: replied 3 months ago.
I have outlook app on my desktop, and also access it from the MSN home page
Expert:  Bob James replied 3 months ago.

In the original request iPad was mentioned, are we not talking about sending mail from an iPad?

Customer: replied 3 months ago.
Nothing in the out box at this time
Customer: replied 3 months ago.
from my ipad
Expert:  Bob James replied 3 months ago.

How do we know it is not working? Is there an error message? Or is there a returned email?

Customer: replied 3 months ago.
There is an error message that says my user name/ password ***** incorrect!!
Customer: replied 3 months ago.
then I find the email in the outbox as unsent
Expert:  Bob James replied 3 months ago.

So is your email @outlook.com or @live.com, or ??

Customer: replied 3 months ago.
Email address is @msn.com
Expert:  Bob James replied 3 months ago.

OK, has it ever worked on the iPad?

Expert:  Bob James replied 3 months ago.

Do you have any messages in the Inbox?

Customer: replied 3 months ago.
it always used to be fine, but this has been happening over the last month or more. Just tried it again to see the meager and it said that "the user name ORpassword ***** MSN is incorrect.
Customer: replied 3 months ago.
MESSAGE not meager!!! darn auto correct!!!
Customer: replied 3 months ago.
Bob??????!!!!
Expert:  Bob James replied 3 months ago.

Please go into the "Settings" on your iPad. Then tap "Mail" (on the left). Then tap "Accounts" - how many accounts are there?

Customer: replied 3 months ago.
Hang on a sec!
Customer: replied 3 months ago.
Under mail it says: iCloud, MSN, and outlook
Expert:  Bob James replied 3 months ago.

OK, iCloud and MSN make sense, do you have a separate "Outlook" account?

Customer: replied 3 months ago.
But I only use my MSN/Outlook acct on a daily basis. iCloud acct just came with my iPad so I set it up as a backup
Expert:  Bob James replied 3 months ago.

Yes, MSN and iCloud make sense, but do you also use the Outlook account for MSN? In other words, is both the MSN and the Outlook account set up for the MSN email address?

Customer: replied 3 months ago.
I always thought OUTLOOK was just a part of MSN.......
Expert:  Bob James replied 3 months ago.

They are from the same company, Microsoft, but it does not mean they're set up with the same account. When you tap on either one, are you prompted for a password? Once you're in the settings for each, are they the same address?

Customer: replied 3 months ago.
I just checked it again in settings.
Expert:  Bob James replied 3 months ago.

So, both the "MSN" and the "Outlook" account show the same address***@******.*** ?

Customer: replied 3 months ago.
I have used this email for YEARS!!!!
Expert:  Bob James replied 3 months ago.

OK, let's go back to the "Mail" app. When you're in there, do you see "< Mailboxes" in the upper-left of the screen? If so, tap on it, then you should see at least four things: "All Inboxes", iCloud, MSN, and Outlook - can you confirm this?

Customer: replied 3 months ago.
I do have mail on my inbox
Customer: replied 3 months ago.
Hang on have to,change screens!!!
Customer: replied 3 months ago.
all inboxes is also shown
Expert:  Bob James replied 3 months ago.

Do you normally use the "All Inboxes" option?
Please try tapping on the MSN Inbox specifically, and then try sending an email.
And when you're sending the email, please notice what is in the "Cc/Bcc, From:" field.

Customer: replied 3 months ago.
Hang on......and yes, ALL inboxes always show up automatically.
Customer: replied 3 months ago.
Ok.......sent myself an email and I rec'd it!! But when I try to respond to, say, a job ad it doesn't go. There is NO Cc/Bcc shown in my address line
Customer: replied 3 months ago.
by the way, I am receiving your responses in my email long before I can see them on this screen!!
Expert:  Bob James replied 3 months ago.

There will almost always be a variance in time frame of when you see a response in email vs when it shows up in this forum, and sometimes it will show up here before email - it's just the nature of data transmissions.

Expert:  Bob James replied 3 months ago.

Back to email from iPad...

So, how are you responding to the job ads - from an Internet link?

Customer: replied 3 months ago.
55357;� ok!!
Customer: replied 3 months ago.
Well, usually thru Indeed, which is where I see the job posting and my resume is also on that site. I am an RN, so my cover letter is also there!
Expert:  Bob James replied 3 months ago.

So you click on a link on the Indeed site? And then an email pops up? What I'm thinking is that when this is done, the "Mail" app is 'choosing' which email address to send from, and somehow it's 'choosing' the account that does not have the correct password. It could be 'choosing' iCloud, MSN or Outlook. Could you click one of those links now, not that you're going to send the email, but then notice - is there a "Cc/Bcc, From:" field? and what email address is in the "Cc/Bcc, From:" field?

Customer: replied 3 months ago.
I just checked an email I tried to send in response to a job. I created this email from my regular acct, NOT thru the link, and it did not go through. Got the same message.
Expert:  Bob James replied 3 months ago.

And did you notice what was in the "Cc/Bcc, From:" field?

Customer: replied 3 months ago.
How long would it take you to fix this if I allowed remote access????? I have to get ready for work shortly!!!!!
Expert:  Bob James replied 3 months ago.

Remote access to an iPad is nearly impossible, Apple made it very difficult for security reasons.

Customer: replied 3 months ago.
NO Cc/Bcc is in the address lines
Customer: replied 3 months ago.
Fine........
Expert:  Bob James replied 3 months ago.

There's the "To:" field, where you type the recipients address, what appears just below that?

Customer: replied 3 months ago.
However, i DO NOT want my info shared with any other 3rd party.......
Expert:  Bob James replied 3 months ago.

I do not understand your last comment about a 3rd party.

There's the "To:" field, where you type the recipients address, what appears just below that?

Customer: replied 3 months ago.
Under "To" then it shows the Cc line, which is always blank unless I put something in there.
Expert:  Bob James replied 3 months ago.

There should also be a "From:" field, maybe on your iPad it's different then mine, but you should be able to see which email address the email is "From" - do you see that?

Customer: replied 3 months ago.
Sorry, had to check. If I COMPOSE an email, the top line is "FROM" which shows my name/email address. Under that is TO, the Bc/Cc lines.
Expert:  Bob James replied 3 months ago.

OK, and you should be able to change what is in the "From" field by tapping on it and scrolling through at least three options (iCloud, MSN and Outlook) - and I suppose MSN and Outlook might look exactly the same, if they're using the same email address. Please try that to see which one works.

Customer: replied 3 months ago.
Ok hang on!
Customer: replied 3 months ago.
OK.......can't seem to find that!!! BUT, I did just discover that I also have an email address that is THE SAME as my MSN email, but it says ***************@******.***!!!!!!!!!! Who knew!!!!!��������
Customer: replied 3 months ago.
just need to delete my outlook acct IF that will not totally screw up my MSN email, as that is the important one, and the one listed on my job applications. Can I do that safely??????����
Expert:  Bob James replied 3 months ago.

Two possible solutions:

1. Get the Outlook account password ***** fixed.

2. Delete the Outlook account, you could always add it again later if you do need it - and, of course, after the password ***** is fixed.

Expert:  Bob James replied 3 months ago.

A third option, you could "Disable" the Outlook account in Settings.

Customer: replied 3 months ago.
I'll delete it. NEVER use it.
Customer: replied 3 months ago.
Ok
Expert:  Bob James replied 3 months ago.

Please let me know what happens?

Customer: replied 3 months ago.
I just deleted the outlook acct!! Seeing that I didn't even know that I had it, couldn't be that important.......I hope!!!!
Customer: replied 3 months ago.
Now what?????
Expert:  Bob James replied 3 months ago.

Try sending an email.

Expert:  Bob James replied 3 months ago.

When you send an email, you did say you see what the email is sending "From" right? I hope it does say "*****@******.***", right?

Customer: replied 3 months ago.
2 messages that did not send, I changed the FROM to my iCloud acct and they were sent. HOWEVER, this doesn't fix my MSN acct, which is my primary acct..............
Customer: replied 3 months ago.
HELLO?????? Bob???!!
Expert:  Bob James replied 3 months ago.

I'm here, just reading your comment.

Expert:  Bob James replied 3 months ago.

So then it truly is a password ***** with the MSN account on the iPad. Are you prompted for a password ***** any time?

Customer: replied 3 months ago.
a password ***** with MSN. However, I am never asked for my password ***** any time. But, in my settings the acct is apparently password ***** I have tripled checked the info in settings, under mail, and do not see any issues. Just keep getting the same message.
Expert:  Bob James replied 3 months ago.

When you say "in my settings the acct is apparently password *****", that is what I meant earlier - are you prompted for a password ***** you go into the settings for the account? That is where the password ***** to be entered. It's not different from your email address password, it is the same - please just enter your email address password ***** that point and it should allow you into the settings, thus updating/correcting the password ***** that account.

Customer: replied 3 months ago.
Well, thanks for your time, but I need to get ready for work at this point!!!! Guess I'll just have to switch my "From" to my iCloud acct until I get this fixed........!!
Expert:  Bob James replied 3 months ago.

OK, when you get a chance - please go back into Settings, Mail, and tap on the MSN account - enter your email address password ***** that point and it should allow you into the settings, thus updating/correcting the password ***** that account.

Customer: replied 3 months ago.
I've done that many, many times, but to no avail!!!!! Even when i update my password!!! So, I'm just not sure what could possibly be the issue!! :-(
Customer: replied 3 months ago.
By Bob......have a good day!!! And thanks! Do you know what will happen to the charges for this, as it wasn't fixed?????!!
Expert:  Bob James replied 3 months ago.

I know you must get ready for work, so allow me to offer this for later. The account is simply 'corrupt' - in other words, everything "looks" fine to our human eyes, but somewhere in the iPad it just is not correct. So, when you have more time, please consider this option - add the MSN account a 2nd time in Settings -> Mail - without deleting the existing instance, so you don't lose stuff. Then you would have 2 instances of the same account, but one would work and the other, well, just doesn't.

Expert:  Bob James replied 3 months ago.

As for the charges, hopefully my final comment/suggestion will work - so let's consider the charges later :)

Customer: replied 3 months ago.
I just tried to do this!!!!! But, once again, it is asking for a password ***** when I enter it, it says it is incorrect!!!!!!!!
Customer: replied 3 months ago.
Just making me crazy!!!!
Customer: replied 3 months ago.
Just tried creating acct again, NOW it says the imap password ***** *****!!!!!
Customer: replied 3 months ago.
Where can I retrieve that info????????? ;-(
Expert:  Bob James replied 3 months ago.

I'm looking it up, please give me a few minutes.

Customer: replied 3 months ago.
It DIDN'T work.........!!!!!
Customer: replied 3 months ago.
Sorry......and thanks!
Expert:  Bob James replied 3 months ago.

Please try this later:

(full article is here: https://support.office.com/en-us/article/Set-up-email-using-the-iOS-Mail-app-7e5b180f-bc8f-45cc-8da1-5cefc1e633d1?ui=en-US&rs=en-US&ad=US&fromAR=1)

Use these instructions if you have any @outlook.com, @hotmail.com, @msn.com, @live.com, @outlook.co.uk, or any custom domain email addresses that are hosted on Outlook.com.

Go to your device's Settings, scroll down to Mail, tap Accounts >Add Account.

Note: If you have not updated to iOS 10, go to your device's Settings > Mail, Contacts, Calendars > Add Account.

Device Settings > Mail Add Account

Choose Outlook.com.

Choose Outlook

Enter your Outlook.com account email address. Tap Next.

Enter Outlook.com email address

Enter your password ***** with your email account. Tap Sign In.

Enter password ***** sign in

If you're prompted to enter server settings, enter the following and continue.

Email: your full email address.

Server: s.outlook.com.

Username: your full email address.

Password: email account password.

Note: Double-check that everything is spelled correctly.

Outlook may request certain permissions. To agree, tap Yes. Then choose the apps you want your email account to sync with your iOS device and tap Save.

Note: If you're prompted to create a passcode, tap Continue and type a numeric passcode. If you're prompted and don’t set up a passcode, you can’t view this account on your device. But you can set up a passcode later in your settings.

Your email account is now ready for use with the iOS Mail app!

Customer: replied 3 months ago.
Well, I'll try that tomorrow!!!
Customer: replied 3 months ago.
Is there a way to save that most recent info you sent me??? Will it go into my email so I can reference it at a later date??
Customer: replied 3 months ago.
As I don't have time to do it right now!
Expert:  Bob James replied 3 months ago.

It is always available here, at JustAnswer.com. I can send again if necessary also. I'm here to help :)

Customer: replied 3 months ago.
Thanks.....gotta get ready for work!!
Expert:  Bob James replied 3 months ago.

Hi,
I hope you're able to try setting up the account from scratch again, please let me know what the results are?

Thank you.

Customer: replied 3 months ago.
No luck!
Expert:  Bob James replied 3 months ago.

Hi,
I've done my best, ***** ***** now opt out of this inquiry. There may be other professionals that can offer assistance.
Thank you and have a good night.

Expert:  Josh replied 3 months ago.

Hi Susan,

A new expert here --

Do you have 2-step verification enabled on your MSN account?