Cannot add new account in desktop app

Hi @Dovilė Boguševičienė, 

I hope you are doing well. 

The "something went wrong" error in the New Outlook for Windows can be caused by several factors, including corrupted local cache data, outdated app files. 

To resolve the issue, please follow these steps: 

1. Verify the account works on Outlook on the Web 

• Open a browser and go to https://outlook.office.com.
• Sign in with the account you are trying to add. 
• Confirm that you can access the mailbox, send and receive emails without any issues. 
• If the account works correctly on the web, this confirms that the account itself is functional and the issue is isolated to the desktop app. If it does not work on the web either, the issue may be related to the account or its configuration, and further investigation from the account administrator may be needed. 

2. Clear the New Outlook cache 

• Close the new Outlook app.   
• Open the Run dialog by pressing the Windows + R keys together.   
• Type or paste the following command in the Run box and click OK: olk.exe --devtools
• Be sure to include a space before the two dashes if typing the command manually.   

• The new Outlook will open (you may be prompted to sign in), and the DevTools window will also appear.   
• In the DevTools window, click the Application button on the toolbar.   
• Clear local storage cache. In the left pane, under the Storage section, find the https://outlook.office.com link under Local Storage. Right-click on this link and select Clear.   

• Clear cookies. Still in the left pane, locate the https://outlook.office.com link under Cookies, right-click on it and select Clear.   

• Close the DevTools window.   

3. Repair the Office apps 

• Press Windows + I keys to prompt Windows settings.    
• Click the Apps menu and select Installed apps.    

• Locate Microsoft Office in the apps list, click the menu against it, and select the Modify option.    

• Select Online Repair from the new menu and click the Repair button.    

After completing these steps, the locally cached data will be refreshed and any corrupted or outdated Office files will be replaced. Try adding the account again in New Outlook. The account setup should proceed without the "something went wrong" error. 

Additionally, to help investigate further, please share the exact error message displayed, including any error code if available. 

I hope this information is helpful. Please follow the steps above and let me know if it works for you. If not, we can continue working together to resolve the issue.  

Thank you for your patience and understanding. If you have any questions or need additional assistance, please don’t hesitate to reach out so I can continue to support you. If you found the response useful, please consider marking it as accepted, as this may help other community members who are looking for similar guidance.  

I look forward to continuing the conversation. 

If you have extra questions about this answer, please click "Comment". 

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Based on similar Outlook issues in the provided context, common causes for “Something went wrong” when adding an additional account in the Outlook desktop app include:

1. Autodiscover misconfiguration for the mailbox domain
   If the account being added uses a custom domain (for example, ******@contoso.com), Outlook may be getting an unexpected Autodiscover response from a third‑party web server hosting the domain website. In that case, Outlook tries to authenticate against wrong endpoints (POP/IMAP) and fails, resulting in setup errors. In this scenario, the cause is that the web server for the root domain responds to Autodiscover requests when it should not.
2. Device / account management or sign‑in issues
   In some environments, device management or sign‑in configuration can block adding or signing into accounts in desktop apps (for example, when device management was enabled incorrectly or the device/account was disabled by the organization). This can manifest as generic “something went wrong” behavior when trying to add or use accounts in Outlook.

Because the same account works on iPhone but fails only in the desktop app, Autodiscover/domain configuration or desktop sign‑in/device‑management policies are likely causes.

To narrow it down:

• If the account uses a custom domain or personalized address, have the domain’s web hosting provider ensure the web server does not respond to Autodiscover requests at the root domain. If they cannot change this, configure the Outlook Autodiscover exclusion registry keys described in the referenced article and then retry adding the account.
• If the account is organizational (Microsoft 365 for business) and device management prompts or restrictions were recently accepted, check with the organization’s admin whether the device or sign‑in is being blocked by management policies.

References:

• Something went wrong and Outlook couldn't set up your account
• Device management could not be enabled - Microsoft Q&A