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Unable to access Outlook from my PC


I use Outlook on my PC to download emails from The software is just recently constantly asking for a password which I know is correct as I have used it to log onto Outlook via a webpage.

I phoned BT business helpdesk. The person said it was a known problem as Outlook has amended their security. It would cost me £149 to correct and I have just read a text to me that a BT Pro Setup consultation has been setup for 31 March 2023. This is 3 months way.  It is currently 20 December 2022. It must surely be possible for BT to solve this issue sooner than 3 months. Please help



Hi @Paul_at_Redwood,


Thanks for reaching out to us! 


Please go to my profile and send me a message over so I can take some further details and see if we can bring this date forward for you.





Power User

Check if Outlook is running in compatibility mode
Find the Outlook.exe file on your computer. ...
Right-click the Outlook.exe file, choose Properties, and then choose the Compatibility tab.
If any of the boxes on the Compatibility tab are checked, uncheck them, then choose Apply > OK.
Restart Outlook.



Rachel Gomez


I have a similar problem since 5 Jan with e-mails and Outlook, using a BT-supplied Domain, with BTConnect mails routed to the domain address.  Outlook on all PCs (Windows 10) is via a subscription service Office 365 (direct with Microsoft) and is up-to-date.  Outlook repeatedly asks for username and password.  Access via Webmail works.  Thought it's an authentication problem (the removal of basic authentication) so, despite being on Outlook 2016+, forced Modern Authentication via a registry change but this made no difference.
We have received NO notification of any change and certainly not any additional charges such as £149 or £3 a month (indicated elsewhere), so presumably this is merely a fault and not a change of policy ...
Not sure I fully understand Rachel's instructions above, there is no Compatibility tab in my Otlook.exe Properties.
What do I need to do to get this problem fixed?  A simple set of instructions please if I need to change in our Outlook set-up.


Update on my post above.  We were notified (twice) in Oct 2022 about the demise of such access via POP on Email Lite with a domain name but ignored them, confident we were not using that method.  Seems we were, so looks like my problem after all.