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    Home Troubleshooting Can't connect to Outlook/Hotmail Account

    Can't connect to Outlook/Hotmail Account

    If you’re experiencing issues adding an Outlook/Hotmail account to Spark, please follow these steps.

    Step 1. Make sure the IMAP/SMTP protocol is enabled in Outlook Settings.

    1. Sign in to your Outlook/Hotmail account from the browser > Select Settings  > Mail > Forwarding and IMAP.
    2. Under IMAP, toggle the slider for Let devices and apps use IMAP to ON > Select Save.

    Step 2. Ensure the affected account is set as the primary alias in Outlook Settings.

    1. Sign in to your Outlook/Hotmail account from the browser > click Profile icon (top right).
    2. My Profile > Account info > Related > Sign-In preferences.
    3. Manage how you sign in to MS > Account Alias.
    4. Your required email account should be noted as a primary alias here.

    Step 3. Check the network connection.

    Some organizations enable a firewall to prevent access to certain websites from their networks. Ask the administrator if access to Spark (as the third-party email application) or Google (Spark uses its servers) is allowed.

    Alternatively, you can try to connect to your Outlook/Hotmail account using a different network.

    If you use a VPN, we can’t guarantee Spark will work properly. The quality of the performance via VPN solely relies on the servers of the VPN network. For this reason, we recommend you turn the VPN off.

    Step 4. Contact our support team.

    If none of the steps described above have worked, we are happy to help you personally.

    Mac Windows Android iOS
    1. Open Spark Settings.
    2. Select Support and click Send next to Diagnostics information.
    3. A new email window will appear. In the Subject: line, write "Cannot connect to Outlook/Hotmail account". We need this email subject to provide you with a quick, personal reply.
    4. In your message, write the email address you’re trying to log in to and attach a screenshot with the error message appearing when you try to add an account.
    5. Send an email, and our support team will get in touch to solve your problem.

    If the email account you cannot connect is your first account you try to add, please use this guide:

    1. Open Finder.
    2. Hold Option key and press Go menu on the top of the screen.
    3. Select Library in the list of folders.
    4. Find and open Logs folder.
    5. There should be Spark Desktop folder that contains all the application logs. Please compress then into one archive.
    6. Send it to us in any convenient way. If it's going to be a separate email, please change the subject line to "Cannot connect to Outlook/Hotmail account".
    1. Open Spark Settings.
    2. Select Support and click Send next to Diagnostics information.
    3. A new email window will appear. In the Subject: line, write "Cannot connect to Outlook/Hotmail account". We need this email subject to provide you with a quick, personal reply.
    4. In your message, write the email address you’re trying to log in to and attach a screenshot with the error message appearing when you try to add an account.
    5. Send an email, and our support team will get in touch to solve your problem.
    6. If the email account you cannot connect to is your first account you try to add, please follow this path on your computer to send the logs:
      Open C:\Users\USERNAME\AppData\Local\Spark Desktop (Beta)\logs > Archive the “logs” folder (using Winrar, for instance) > Send it to us in any convenient way > Change the subject line to "Cannot connect to Outlook/Hotmail account".
    1. Tap the menu icon   at the top left.
    2. Open Settings > Support > Diagnostics > Send Diagnostics Information.
    3. A new email window will appear. In the Subject: line, write "Cannot connect to Outlook/Hotmail account". We need this email subject to provide you with a quick, personal reply.
    4. In your message, write the email address you’re trying to log in and attach a screenshot with the error message appearing when you try to add an account.
    5. Send the email, and our support team will get in touch to solve your problem.
    Note: There is no possibility to access Spark and contact us if the email account you can’t connect to Spark is the first account you try to add.

    In this case, please add any other email account to Spark at first. Then, try to add your primary account. If it fails to connect, contact our support team as described above.

    1. Tap the menu icon   at the top left.
    2. Open Settings > Support > Diagnostics > Send Diagnostics Information.
    3. A new email window will appear. In the Subject: line, write "Cannot connect to Outlook/Hotmail account". We need this email subject to provide you with a quick, personal reply.
    4. In your message, write the email address you’re trying to log in and attach a screenshot with the error message appearing when you try to add an account.
    5. Send the email, and our support team will get in touch to solve your problem.
    Note: There is no possibility to access Spark and contact us if the email account you can’t connect to Spark is the first account you try to add.

    In this case, please add any other email account to Spark at first. Then, try to add your primary account. If it fails to connect, contact our support team as described above.

    Spark automatically attaches a .zip file with the application logs to your email. We need the logs for our investigation. This file may contain some sensitive personal data, and we assure you we’ll treat it as confidential information.

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