I cannot open MS Outlook after being on vacation.

Question

I cannot open MS Outlook after being on vacation.

Marsha Langhorst 0

It asks for a password for [Moderator note: Removed PII]@gmail.com. If you say "forgot Password" it just sends you to an instruction page without a place to reset password.

I do not know whether it wants a Gmail password or a Charter (Spectrum) email password and I cannot change the acct to the Spectrum account anywhere.

My Outlook app was previously working great and set up to receive both Gmail ([Moderator note: Removed PII]@gmail.com) and Spectrum email ([Moderator note: Removed PII]@charter.net)

Please advise how to log in to open Outlook.

Moved from: Microsoft 365 and Office | Other

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Answer 1

Victor1-V 10,245 Microsoft External Staff Moderator

Please note that our forum is a public platform, and I modified your question to hide your personal information in the description. Kindly ensure that you hide any personal or organizational information the next time you post an error or other details to protect personal data.

Hi Marsha Langhorst,

I understand that Outlook is preventing you from reaching either mailbox because it keeps requesting a password for your Gmail account.

Please also be advised that this is a user-to-user forum, so contributors cannot access either email account or verify the passwords.

Because the prompt shows your Gmail address, Outlook is asking for the password or sign-in approval for that Gmail account, not the Spectrum password. The Spectrum password should only be used when a prompt displays your Spectrum address.

First, open Gmail in a web browser and confirm that you can sign in with the same Gmail address and password. If Gmail works in the browser, reopen Outlook and use the same Gmail account when the Google sign-in window appears. Complete any verification request and select "Allow" when Google asks whether Outlook can access the mailbox. Current Outlook versions normally use this Google sign-in process rather than asking for the Spectrum password. The detailed process is available in Add a Gmail account to Outlook for Windows.

If Outlook still does not open, please confirm:

Are you using Windows or macOS?
Is this new Outlook or classic Outlook?
Can you currently sign in to both Gmail and Spectrum through their respective webmail pages?

These details are needed before providing the correct steps to repair the Gmail connection without affecting the Spectrum account.

I hope this helps clarify which password Outlook is requesting.

Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.

Victor1-V 10,245 Reputation points Microsoft External Staff Moderator

2026-07-14T14:46:11.3366667+00:00

I hope you are doing well, Marsha!

I'm following up to check if you've had a chance to look over my reply.

Please feel free let me know if you need any further assistance. I look forward to hearing back from you.
Marsha Langhorst 0 Reputation points

2026-07-14T15:08:15.21+00:00

Answers to your questons:

Windows,

New Outlook (new computer in April) -- Outlook worked fine until I went on vacation

Yes I can currently sign in to both Gmail and Spectrum email through their respective webmail pages.

When I try to enter Outlook, it only allows me to enter PW for <PII removed>@gmail.com

I enter that password and get error message "Something when wrong when setting up your account. Please try again"

When you try "Choose another account", it only lets you add a new account and if I enter <PII removed>@charter.net. It says that the account already exists, but does not allow for log in using it.
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Victor1-V 10,245 Reputation points Microsoft External Staff Moderator

2026-07-15T13:53:44.9966667+00:00
Thank you for the details. Since both accounts work through their webmail pages and Outlook reports that the Spectrum account already exists, please do not add the Spectrum address again. The current blockage appears to be occurring while New Outlook completes the Gmail connection.

Please try repairing New Outlook first:

Close Outlook.

Open Start > Settings > Apps > Installed apps.

Find Outlook (new), select the three dots, and choose Advanced options.

Select Repair, then reopen Outlook and sign in to Gmail again.

If Google displays a permissions page, select Allow so Outlook can access the Gmail mailbox.

If Repair makes no difference, return to the same Advanced options page and select Reset, then complete the Gmail sign-in again. Reinstalling New Outlook from the Microsoft Store can be reserved for later if both options do not help.

Important: Reset removes locally stored Outlook app data and settings, so you may need to add the accounts and configure Outlook again. Mail that is available through Gmail and Spectrum webmail should remain on their servers.

Please let me know what appears after the repair or reset.
Marsha Langhorst 0 Reputation points

2026-07-15T15:01:13.5133333+00:00

Repair did not work. I am afraid to do Reset, as I will not know how to set up Outlook again.

Can I gather some information from computer prior to Reset to make sure I can reconfigure Outlook after reset?
Victor1-V 10,245 Reputation points Microsoft External Staff Moderator

2026-07-16T10:42:30.2733333+00:00
Thank you for the update, Marsha. Your concern about resetting Outlook without knowing how to restore both accounts is understandable.

Since this is a public forum, so contributors cannot view or preserve the account configuration on your computer.

Before selecting Reset, keep a private record of:

The full Gmail and Spectrum email addresses.

The passwords for both accounts. Since both webmail sign-ins work, you have already confirmed these.

The Spectrum email server settings, in case Outlook requests a manual setup. This is a third-party provider page maintained by Spectrum.

After the reset, open new Outlook and add Gmail first. Enter the Gmail address, complete the Google sign-in, and select Allow when permission is requested. Then select Settings > Accounts > Your accounts > Add account and add the Spectrum address. New Outlook supports adding both Gmail and other IMAP accounts through this page. Reference: Add an email account to Outlook for Windows | Microsoft Support

Resetting the app does not delete the Gmail or Spectrum accounts themselves. Messages that remain available through webmail stay with the respective email providers, although Outlook’s local settings may need to be configured again.

I suggest keeping these instructions available before proceeding with the reset.