Cannot send emails from linked hotmail account on Android phone HTC One

In recent weeks my phone has been unable to send emails from my synced hotmail account. In speaking to my phone network provider they said to delete the email account and set it up again. When I did this it didn't solve it and they said it is Hotmail related and not a phone software issue. I asked if it would be resolved by any Android update but they said to contact my email provider, Hotmail.

My phone is an Android HTC One (first generation) and my email account is on Hotmail.co.uk, synced via pop3 version. I can receive emails ok, but I cannot forward or send new ones. I've had the phone and no problem with emails for just over a year so it's odd it just started and there was no recent firmware upgrades. Any help duly appreciated. This is not an Outlook issue but you have no option in the Category drop-down to mention Hotmail account, not an Outlook account.

Whizgig.

Hi whizgig,

Thank you for posting to Microsoft Community. I understand that you're having issue about sending new emails and forwarding messages through your synced Hotmail account. Let me assist you on this.

To isolate the issue that you're having, we will need some important information from you which are necessary for the investigation process. Kindly provide the following information.

- Affected account

Specific browser and its version

- Do you encounter the same problem when using different device or browser on the phone?

- Are you getting an error message? If so, what is the exact error message?

As workaround, you can navigate through emails on phone but will need to send emails on the PC site or use mail app on the phone or PC.

Note: For security purposes, please post the account information on the private message area I have provided above your post. You also need to login to this Forum to view the private message link.

We are looking forward to your response on this matter.

Thanks.

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Hi whizgig,

Thank you for posting to Microsoft Community. I understand that you're having issue about sending new emails and forwarding messages through your synced Hotmail account. Let me assist you on this.

To isolate the issue that you're having, we will need some important information from you which are necessary for the investigation process. Kindly provide the following information.

- Affected account

Specific browser and its version

- Do you encounter the same problem when using different device or browser on the phone?

- Are you getting an error message? If so, what is the exact error message?

As workaround, you can navigate through emails on phone but will need to send emails on the PC site or use mail app on the phone or PC.

Note: For security purposes, please post the account information on the private message area I have provided above your post. You also need to login to this Forum to view the private message link.

We are looking forward to your response on this matter.

Thanks.

Hi - Thanks for the reply,

Please see answers to your questions:

- Affected account - *** Email address is removed for privacy ***

- Specific browser and its version - Not a browser issue, issue is with the email app on the phone not sending or forwarding emails - it's the regular android email app I've synced my hotmail account to using POP3

- Do you encounter the same problem when using different device or browser on the phone? - Not a browser issue, see above. No problem with this email account on my laptop or any other device apart from the phone.

- Are you getting an error message? If so, what is the exact error message? - I just get an icon on my top status bar on the phone, the Email letter icon with an exclamation mark on it. When I drag this down to view detail it just reads, unable to send email with an option to resend, but it never works if resend is attempted. 

Further info. - The first time I had issues with the email app on my phone it wasn't receiving emails and my phone network provider tech support said to delete the account and re-create it. When I did that the receiving of emails worked but then the sending did not and the guy said if you have any further problems contact your email account provider - MS Hotmail, so then I contacted you. I didn't want to delete the account and re-create again as at least I can receive emails and therefore reply to people I need to via my work email address as I can at least read the email address that people have sent to me from. At work I cannot access Hotmail on my work's network, so normally I use the phone to be able to read and send personal emails when necessary. But obviously it is annoying that for some reason I have lost the ability to send emails via the phone recently.

Any help will be greatly appreciated,

Thank you.


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Hi whizgig,

Good day!

Thank you for getting back and providing the information that were asked for the issue that you cannot send and forward emails using email app on your phone. We appreciate also the steps that you took to troubleshoot the issue.

We will need additional important information which are essentials in the investigation of the issue. Please provide the following information.

  • Alternate email address.
  • Unique ID number of your account.
  • Make and model of the phone, OS version.

Please follow the steps below on how to get your Unique ID number:

1. Login to this link: https://account.live.com

2. Under "Account summary", click Edit personal info.

3. At the very bottom you will find your Unique ID.

Please give us permission to access your account so that we can speed up the process of troubleshooting this concern.

To give us your permission to access your account, please reply to this post and include the following text in your post: I grant you my permission to access my Microsoft account.

 
Note: Before you give us your consent, please visit the article below before granting access to your account to support agents. 


Things to do before granting access to your account to support agents

Note: For security purposes, please post the account information on the private message area I have provided above your post. You also need to login to this Forum to view the private message link.

We are looking for your response on this matter.

Thanks.

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Hi,

Thanks for the reply. Over the weekend the sending of emails via my phone email app seems to be working again. Can I please see how this goes and I'll reply with the details you requested (I was able to get my unique ID code ok) if this problem re-occurs. I do turn the phone off every night so maybe something has cleared this but I would like to leave this for now and see how it goes.

Thanks for the help to date.

Whizgig.

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Hi,

I'm just responding to the question I received as to whether the problem I had sending emails via my phone is resolved. For now I am able to send and receive emails ok via my android phone but I know how these things can change so I didn't want to close the issue in case there was a recurrence. 

If you feel that this is answer enough then feel free to close this issue but I would rather keep it open until I've had a good couple of weeks with no problems recurring. I close my phone down every night so every day the situation could be different if something was happening on the start up of my phone that caused this issue.

Thank you.

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Hi whizgig,

We are happy to know that you're able to send emails again to your account using your mobile phone.

Since you've mentioned that you can send emails when you are using your laptop, it is possible that it is caused by the outgoing settings you've used when you configure your account on the mobile app in your mobile device. Since it is working fine now, you may monitor your account and see if you will experience it again.

If in case that this issue happens again, don't hesitate to come back to us. We're always here to help you.

Thanks!

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Last updated June 27, 2020 Views 1,808 Applies to: