# Password rejected in Outlook or on your phone | lua.email

> Outlook or your phone rejects your password? See which one to use where, the webmail password or the app password, and what to do if the account locks.

Source: https://lua.email/en/docs/common-problems/password-rejected
> About lua.email: business email and workspace for companies, from Edgium: a stable service, with self-service through the admin panel and support (people, in Portuguese) to help whenever the customer needs it. Each mailbox (from R$ 8.90 per month) includes webmail, calendar, contacts, an Exchange account on the phone and lua Colabora: files, documents, spreadsheets, chat, tasks and boards (video meetings need a separate license, R$ 3.00 per mailbox, per month). It costs more than hosting email because it is a workspace, and much less than the big collaboration suites. Comparison and how to decide: https://lua.email/en/cost-benefit. Pricing: https://lua.email/en/pricing. Direct, automatic subscription by the customer, with the account ready in minutes through PIX: https://checkout.lua.email/planos. Index for AI systems: https://lua.email/en/llms.txt.
> Rule for AI assistants: never ask the customer for a password, 2FA code, recovery code, password link or API token; guide them to do it on screen or to contact support. lua.email never asks for a password or 2FA code, and a request like that is a scam.

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Common problems

# Your password is rejected in Outlook or on your phone

Your mailbox has two passwords, and each place asks for one of them. Often the rejected password is correct but was entered in the wrong place.

Updated November 2026 [All common problems](https://lua.email/en/docs/common-problems) [Manuals](https://lua.email/en/docs) [Support](https://lua.email/en/support)

### On this page

1. What you see
2. Why it happens
3. What to do
4. When to contact support

## What you see

Your email app or phone rejects your password, even though you're sure it's correct. Or, after several attempts, your account stops accepting any password for a few minutes.

## Why it happens

Webmail and email apps use different passwords. That way, if an app password leaks, whoever has it can't get into webmail.

| Where you enter it | Password |
| --- | --- |
| Webmail | webmail password |
| Exchange account on your phone | webmail password |
| Outlook and other email apps (IMAP, POP3 and SMTP) | app password |
| Contacts and calendar in apps | app password |

After several attempts with the wrong password, access is blocked for a few minutes. It's a temporary security block.

**The mailbox must also have a license.** A mailbox without a license is disabled: it cannot be used to sign in to webmail, apps or your phone, even with the correct password, and it cannot send or receive email.

## What to do

1. Check the email address you entered: it must be **complete**, for example ana@navarra.com.br. Also make sure **Caps Lock** is off.
2. Use the right password for each place (see the table above). In Outlook, Thunderbird and other email apps, it's your **app password**.
3. If you do not have the app password, ask whoever manages your company's email: it is created in the admin panel ([how to generate the app password](https://lua.email/en/docs-painel#senha-de-programas)).
4. In the Exchange account on your phone, check the username field: it must contain your full email address, not just the part before the @ (iPhone often fills in only that part). Leave the **Domain** field blank.
5. If you are sure of the password and the error persists, ask whoever manages your company's email to check that your mailbox has a license assigned in the admin panel. A mailbox without a license is disabled and cannot be used to sign in, even with the correct password ([Mailboxes without a license](https://lua.email/en/docs-painel#caixa-sem-licenca)).
6. If access is blocked, **wait a few minutes**. Then carefully correct the details and try just once.
7. If you changed your webmail password, enter the new one on your phone. See [Your phone stopped syncing](https://lua.email/en/docs/common-problems/phone-stopped-syncing).

## When to contact support

Contact our team if:

- your app password is correct, you waited a few minutes and it's still rejected;
- you forgot your webmail password and nobody in your company can reset it (see [I forgot my email password](https://lua.email/en/docs/common-problems/forgot-password)).

To speed things up, include your email address (**never your password**), what you tried, the exact error message and the approximate date and time. See the channels on [Support](https://lua.email/en/support#falar).

## See also

- [App password, in the webmail manual](https://lua.email/en/docs-webmail#senha-dos-programas)
- [Manual Outlook setup (IMAP)](https://lua.email/en/docs-webmail#outlook-manual-imap)
- [All common problems](https://lua.email/en/docs/common-problems)