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what to do when I get a 5ssai error message when trying to add an email account to outlook

Evan Winston 0 Reputation points
2025-10-23T19:46:29.19+00:00

I am trying to add an email account to outlook app on my samsung S23 ultra (android). The email account is already added to my outlook on old phone and on pc. When trying to add it to my new phone outlook app I get a 5ssai Error Message.

I have cleared the outlook's cache.

I have cleared outlook's data

I have uninstalled and reinstalled outlook app

I have restarted the phone

I continue to get the 5ssai error message

My old phone is the same model as the new phone.

How can I get this account set up?

Outlook | Outlook for mobile | Outlook for Android | For home
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  1. Sin-D 3,585 Reputation points Microsoft External Staff Moderator
    2025-10-24T04:00:29.5566667+00:00

    Hi Evan,

    Thank you for posting your question in the Microsoft Q&A Forum. I understand that you want to set up your account in the Outlook app on a new mobile device.

    If you have already added your 2FA through Authenticator, try setting it up again and re-add your account. If that doesn’t work, please follow these steps:

    1. Clear the cache in your Outlook app. I know you’ve already done this, but doing it again can help ensure a smoother process.
    2. Open a web browser on your phone. Start with your phone’s default browser for the best results, and try a different browser if you encounter issues. Then go to https://outlook.office.com and follow the prompts. If you receive any questions about trusting the device, please accept them.
    3. After successfully logging in to Outlook in your web browser, open the Outlook app and try re-adding your account. If you still experience issues, consider using Outlook in your phone’s web browser as a temporary workaround.

    The initial response might not address the problem. So, if your problem persists or you need any assistance, feel free to ask me by clicking "Add Comment". Thanks for your effort.

    If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment". 

    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. 

    Best regards.

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