If you are continually being prompted for your password in Outlook try the steps below, one at a time, to resolve the issue.   In some cases, you may need administrative rights to update these settings.  In this case, please contact your local ITS Support Team or the ITS Help Desk.

If the steps below don't work, download and install the Microsoft Support and Recovery Tool.  It will run diagnostics and attempt to fix the issue.   

  1. Try logging into Outlook on the web?  If you can log into Outlook on the web, then try restarting Outlook.
  2. Be sure to use HawkID@uiowa.edu when prompted for your Outlook credentials and check the "remember credentials" box.
    If prompted again, click Cancel. 
    If prompted again after Cancel, move on to step 3.
  3. Verify that prompt for Credentials isn’t checked in profile:
    • Start Outlook
    • Choose  File | Account Settings | Account Settings
    • Select your Exchange account  
    • If prompted, in the Password: text box, type your password
    • Click the Change button 
    • Click the More Settings button
    • Select the Security tab
    • Deselect the "Always prompt for logon credentials" check box
    • Click OK
    • OK
    • Choose Close
    • Restart Outlook.

Mac Outlook -- Choose Tools | Accounts | type your HawkID password in the password field.  Close the Accounts window. 

  1. Clear your cached passwords (Note: you may need Admin rights to do this) - Windows
    • Exit Outlook and Skype for Business.
    • Choose Start | Control Panel | View by Large Icons (upper right of window) | User Accounts | Manage your credentials (left column)
    • Select all credentials for Microsoft, Outlook, OneDrive, or Skype for Business and choose Remove from Vault
    • Exit and reboot your computer.

Clear your cached password - Mac

  • Exit Outlook and Skype for Business
  • Select Finder | Utilities | Keychain Access
  • In the search field, type Exchange.   Delete all entries for your Exchange account.
  • In the search field, type adal.   Delete all entries who type is MicrosoftOffice.....
  • In the search field, type office.   Delete all entries named Microsoft Office Identities Cache 2 and Microsoft Office Identities Settings 2
  • Quit Keychain Access.
  • Restart Outlook.  You will be prompted to authenticate. 
  1. Rename the Outlook .ost file (if you get an error about "cannot open set of folders")
    • Exit Outlook and Skype for Business.
    • From the Start menu, choose Run.
    • In the Run window, type this path in the Open box  "%LOCALAPPDATA%\Microsoft\Outlook\"
    • Click OK
    • Find the .ost file and rename it (you may need to Show Hidden Files and Show Extensions to see the file)
    • Restart the computer
    • Restart Outlook

Clear the Outlook "New" (Mac) Cache - note this deletes any information not synced with the server

  • Choose Tools > Accounts.
  • In the left pane, select the account you want to reset.
  • On the bottom left, click the gear icon and select Reset Account from the list.

Clear the Outlook "Old" (Mac) Cache - note this deletes any information not synced with the server

  • In the navigation pane, Ctrl+click or right-click the Exchange folder for which you want to empty the cache, and then click Properties.
  • On the General tab, click Empty Cache. After the folder is empty, Outlook automatically downloads the items from the Exchange server.
  1. Create a New Outlook Profile (when you create a new profile, you will need to re-add any email accounts you check including shared departmental accounts)
    • Exit Outlook and Skype
    • Choose Start | Control Panel | View by  Large Icons (upper right of window) | Mail (may say Mail 32-bit)
    • Click Show Profiles
    • Click Add
    • Type the name of the profile e.g. your name and click OK
    • ​Enter your name and email if it doesn’t default in automatically
    • Click Next – it should auto configure
    • Click Finish
    • Back in the Mail window – Select your new profile in the "Always use this profile" dialog box and click OK. 

NOTE:  you will need to reopen any .pst or archive files you have.  

For more information see Outlook continually prompts for password when you try to connect to Office 365 - Outlook | Microsoft Docs

Article number: 
Last updated: 
February 15, 2023