Cannot establish outlook on new business phone, keeps going to old personal phone

Hi @Ringer Apiaries, 

I hope you are having a wonderful day today.  

Based on the details you shared that you are experiencing difficulty setting up Outlook on your new business phone, where the application continues to redirect to your old personal device instead. 

This typically occurs because your Microsoft 365 account is still associated with your previous device through Multi-Factor Authentication (MFA) registration, which means any login approvals or notifications are being sent to your old phone. Additionally, if your new business phone has not yet been enrolled in your company's device management system (such as Microsoft Intune), Outlook may not be able to fully authenticate on the new device. 

Please follow the steps below to get Outlook working correctly on your new business phone: 

1/ Update your MFA registration 

• On any browser, visit: https://aka.ms/mysecurityinfo 
• Sign in with your Microsoft 365 work account 
• Add your new business phone by selecting "Add sign-in method" and following the on-screen prompts 
• Remove the old personal phone as an authentication method (optional)
• This will ensure all future login approvals are directed to your new device 
• Reference: Sign in to your work or school account using two-step verification - Microsoft Support 

2/ Set up outlook fresh on your new business phone 

• Download the official Microsoft Outlook app from the Google Play Store 
• Open the app and tap "Add Account" 
• Enter your Microsoft 365 work email address and follow the sign-in steps 
• If prompted for device enrollment or compliance, please contact your IT department, as your company may require the new phone to be registered in their system before Outlook can be fully activated 
• Reference: Set up email in the Outlook for Android app - Microsoft Support 

I hope the information I shared earlier was somewhat helpful in addressing your issue. If you have any further questions or updates, please don’t hesitate to share. I’m always happy to assist further if needed.    

Thank you for your patience and your understanding. I look forward to continuing the conversation.

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On a new business Android phone, Outlook may still be trying to use the old device or old account configuration. Use these steps to reset the connection and set up Outlook correctly on the new phone:

1. Remove the old device partnership from the mailbox
   • On a computer, sign in to Outlook on the web.
   • Select Settings (gear icon) > Mail.
   • In the left pane under General, select Mobile Devices.
   • Select the old phone from the list and choose Remove.
   • Confirm with Yes.
   • Power off the new phone completely, wait a few seconds, then turn it back on and try syncing Outlook again.
   If using the new Outlook on the web:
   • Go to Settings > Accounts > Mobile devices.
   • Select the device and delete the device partnership, then select Save.
   • Power off and restart the phone, then open Outlook and sync again.
2. Set up Outlook for Android cleanly on the new phone
   • Open the Outlook for Android app.
   • Choose Add Account.
   • Enter the business email address and follow the prompts to authenticate (including any multi-factor authentication).
   • If Outlook auto-detects a personal account, tap Skip this account and manually enter the business address.
3. If Outlook is managed by the organization (Intune/MAM)
   • Ensure any required apps such as Authenticator or Company Portal are installed and allowed to run in the background (disable power optimization for them if needed).
   • Open Authenticator/Company Portal first, then open Outlook and sign in with the business account.

If setup or sync still fails on the new phone, use in-app support:

• In Outlook for Android, open Settings and use Contact Support as described in Open an in-app Outlook support ticket.

References:

• Fix email sync issues by removing a device from your Outlook mailbox
• Set up email in the Outlook for Android app
• Optimize the Outlook mobile app for your iOS or Android phone