// SKY EMAIL SUPPORT
Sky email won’t add to the new Outlook
Trying to add your Sky email to the new Outlook and hitting a wall? It’s usually the settings: add it by hand as IMAP with Sky’s own servers and your Sky iD password. Sky no longer creates app passwords. Here’s exactly how to fix it, and how we can do it for you.
Rated 4.9 on GoogleFamily-run since 1995 · no fix, no fee/01 — THE SHORT ANSWER
Why your Sky email won’t add to the new Outlook
Sky email usually won’t add to the new Outlook because Outlook guesses the wrong settings for a Sky address. The fix is to add it by hand as an IMAP account with the servers Sky publishes, your full Sky email address and your Sky iD password. Sky’s own help now says it no longer creates app passwords, so older guides telling you to make one are out of date.
If the settings are right and the password is still refused, the usual reason is a Sky iD password that has changed: Sky has an ‘Unlock your emails’ step that syncs your new Sky iD password with email apps. Nothing is broken — the account and the password just need to line up.
The rest of this page walks you through it in plain English: which password to use, the exact incoming and outgoing server settings, and how to add the account step by step. If you’d rather not touch server settings at all, we’re a Bournemouth-based, family-run team and we can set it up for you remotely — scroll to the bottom or get in touch.
// WINDOWS PCS ONLY
We do not support Outlook on Apple Macs, iPads or iPhones. Apple does not allow our remote-support tool to take control of an iPad or iPhone (an Apple restriction), and our remote support covers Windows PCs only. On an Apple device, Microsoft’s own Outlook help is the place to start.
// DO IT WITH ME · STEP BY STEP
Do it with me, one step at a time
The steps from this guide, one at a time. Tick each one off and it shows the next. Nothing here leaves your device.Last reviewed 13 October 2026
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01Check your Sky iD password at sky.com
Sign in at sky.com with your Sky iD and open Yahoo Mail from your account menu. If it opens, your Sky iD password is the one Outlook needs. If you changed it recently, use the Unlock your emails link on Sky's help page first.
Done that step? -
02Open the new Outlook and start adding an account
In the new Outlook, open Settings, go to Accounts, then Email accounts, and choose Add account. If this is your first account, Outlook prompts you automatically when it opens.
Done that step? -
03Enter your address and choose IMAP
Type your full sky.com address. When asked for the account type, pick IMAP so you can type in Sky's own settings, as Sky's instructions for Windows do.
Done that step? -
04Fill in the Sky server settings
Set incoming to imap.tools.sky.com on port 993 with SSL, and outgoing to smtp.tools.sky.com on port 465 with SSL and outgoing authentication turned on.
Done that step? -
05Enter your Sky iD password
In the password box, enter your Sky iD password. Then finish the setup wizard.
Done that step? -
06Send yourself a test email
Once the account appears, send an email to yourself and reply to it. If it sends and arrives, Sky email is working. If not, check the password at sky.com, then remove the account and re-add it.
Done that step?
Rather have it done for you? Remote help from £20, or in person across Bournemouth, Christchurch, Poole, Ringwood and the New Forest, with no call-out fee.
Done{mins}. Nice work.
Send yourself a test email to be sure it has stuck.
Still not working after all six steps? That is a remote job.
With your permission we connect to your screen and sort it in one session. Usually the same day, remote help from £20, and no fix, no fee.
Sky email won’t add to the new Outlook - the fix order (365techies.co.uk/sky-email-wont-add-to-new-outlook/) 1. Check your Sky iD password at sky.com: Sign in at sky.com with your Sky iD and open Yahoo Mail from your account menu. If it opens, your Sky iD password is the one Outlook needs. If you changed it recently, use the Unlock your emails link on Sky's help page first. 2. Open the new Outlook and start adding an account: In the new Outlook, open Settings, go to Accounts, then Email accounts, and choose Add account. If this is your first account, Outlook prompts you automatically when it opens. 3. Enter your address and choose IMAP: Type your full sky.com address. When asked for the account type, pick IMAP so you can type in Sky's own settings, as Sky's instructions for Windows do. 4. Fill in the Sky server settings: Set incoming to imap.tools.sky.com on port 993 with SSL, and outgoing to smtp.tools.sky.com on port 465 with SSL and outgoing authentication turned on. 5. Enter your Sky iD password: In the password box, enter your Sky iD password. Then finish the setup wizard. 6. Send yourself a test email: Once the account appears, send an email to yourself and reply to it. If it sends and arrives, Sky email is working. If not, check the password at sky.com, then remove the account and re-add it. Still stuck? 365 Techies fix it remotely: 01202 775566 - https://365techies.co.uk/remote-support/// ANOTHER WAY · OUR FREE EMAIL PROGRAM
Rather skip the new Outlook?
Our free Techies One Mail for Windows PCs sets up Sky email for you with your normal Sky iD password.
- Free, from 365 Techies, the family IT firm that wrote this guide
- Signed by 365 Techies Ltd, and it tells you when there’s an update
- Big, clear buttons, and warnings about scam emails
- Your email goes straight between your PC and your provider: we never see it or your passwords
Changed your Sky iD password lately? Use “Unlock your emails” on sky.com first: until then every email program is refused, Techies One included. See what it does, with pictures.
Download Techies One Mail, freeRather we set it up? 01202 775566
FOR WINDOWS 10 AND 11 PCs · VERSION 0.22.0 · 27 MB · NOT FOR MAC, IPHONE OR ANDROID
At a glance
| Most common cause | Outlook guessing the wrong settings. Add it by hand as IMAP with Sky’s servers and your Sky iD password — Sky no longer creates app passwords. |
|---|---|
| DIY first step | Sign in at sky.com with your Sky iD. If that works, the same password goes in Outlook; if you changed it, use Sky’s Unlock your emails step first. |
| Yahoo or IMAP? | Pick IMAP, so you can enter Sky’s own settings, as Sky’s Windows instructions do. |
| Sky server settings | Incoming imap.tools.sky.com port 993 SSL; outgoing smtp.tools.sky.com port 465 SSL with authentication on. |
| Can it be fixed remotely? | Yes — with your permission we set it up while you watch, usually same-day, on a no-fix-no-fee basis. |
| Left Sky broadband? | You keep your @sky.com address free — just sign in on Sky’s website now and again so the mailbox stays active. |
// NEED THIS FIXED RIGHT NOW?
Skip the DIY — call 01202 775566 and we can be looking at your screen within minutes. You watch everything we do, and most problems on this page are fixed in one short remote session. (Mon–Fri, 9am–5pm.)
/02 — WHY IT REJECTS YOUR LOGIN
What’s actually going wrong
Your @sky.com mailbox is Sky Yahoo Mail — Sky email has been Yahoo-powered for years. Sky publishes its own servers for email apps, and tells you to sign in with your Sky iD password. Sky no longer issues new app passwords; if you made one years ago it may still work, but you don’t need a new one.
There are two common ways it goes wrong in the new Outlook:
- Outlook guesses the settings. Letting it detect the account can land on the wrong servers. Sky’s own instructions for Windows add it as ‘Other account’ with the settings typed in, and in the new Outlook that means choosing IMAP.
- The password doesn’t match. Outlook wants your current Sky iD password. If you’ve changed it recently, use Sky’s ‘Unlock your emails’ step so email apps accept the new one; until then Outlook keeps asking or adds the account but never syncs. This is the same root cause behind Outlook repeatedly asking for your password and a password that won’t work on Sky and Yahoo mailboxes.
Get those two things right — an IMAP account with Sky’s servers, and your current Sky iD password — and the new Outlook should connect. Everything below is just the detail.
/03 — WHICH PASSWORD TO USE
Which password to use: your Sky iD password
Outlook signs in with your Sky iD password — the one you use to sign in on sky.com. Sky’s help says: ‘We don’t offer the service for you to create a new email account or app passwords through us anymore.’
- Check the password in a browser first. Sign in at sky.com and open Yahoo Mail from your account menu. If that works, the password is right.
- Changed your Sky iD password? Sky’s help page Accessing your Sky Yahoo Mail has an ‘Unlock your emails’ link that syncs the new password with your email apps. Do that, then enter the new password in Outlook.
- Made an app password years ago? Sky still accepts an existing 16-digit app password in some apps, but it no longer creates new ones, so there’s nothing to generate.
Keep your Sky iD password somewhere safe — a password manager is ideal.
/04 — THE CORRECT SETTINGS
The IMAP and SMTP settings Sky email needs
When you add the account, pick IMAP and enter these settings. They’re the servers Sky publishes for email apps, and they work in the new Outlook, classic Outlook, phones and tablets alike:
- Incoming mail (IMAP): server imap.tools.sky.com, port 993, encryption SSL/TLS.
- Outgoing mail (SMTP): server smtp.tools.sky.com, port 465, encryption SSL/TLS, with ‘outgoing server requires authentication’ switched on.
- Username: your full email address, for example yourname@sky.com.
- Password: your Sky iD password (see above if you’ve changed it recently).
Some guides give Yahoo’s own imap.mail.yahoo.com and smtp.mail.yahoo.com servers instead, but the tools.sky.com servers above are the ones Sky itself publishes. Because IMAP keeps a copy of your mail on the server, your existing emails and folders download into Outlook and stay in sync across every device.
/05 — STILL WON’T ADD?
When it still won’t connect — and how we fix it
If you’ve used your Sky iD password and the right IMAP settings and Sky email still won’t add, these are the usual culprits we work through:
- An old, half-added account is in the way. Remove the part-set-up Sky entry completely, close Outlook, reopen it and add it again from scratch. Our guide to when the new Outlook can’t add an account covers this in more depth.
- The password was changed. A new Sky iD password needs Sky’s ‘Unlock your emails’ step before email apps accept it. Check it works at sky.com first, then re-enter it in Outlook.
- The account added but nothing syncs. Give it a few minutes on first connection; if it stays empty, it’s often the password path — see new Outlook not syncing.
- The new Outlook itself is playing up. Some people simply prefer the older app, which handles IMAP accounts smoothly — here’s how to go back to classic Outlook.
If it’s still not budging, that’s exactly the sort of fiddly job we sort. We’re 365 Techies, a family-run team in Kinson, Bournemouth, trading since 1995, and with your permission we can connect to your PC and set it up while you watch — usually the same day, on our no-fix-no-fee promise. See remote support or call 01202 775566.
/06 — LEFT SKY OR ON ANOTHER PROVIDER
If you’ve left Sky, or use a different provider
Good news if you’ve switched broadband: Sky lets you keep your @sky.com address for free after you leave, so it will still add to Outlook using exactly the settings above. The one catch is that Sky can close mailboxes that sit unused, so log in to your Sky mail from time to time — the simplest way is to sign in through the Sky website now and again — to keep it active. Sky deletes Sky Yahoo Mail accounts that haven’t been used for 12 months (auto-forwarding alone makes an account look unused), and advises signing in at least once every six months.
Using a different provider? Adding the account by hand as IMAP, with the provider’s own settings, is the fix for other ISPs too, though each has its own password rules. We have step-by-step guides for BT Internet email that won’t add to the new Outlook and Plusnet email that won’t add to the new Outlook. And if you’d rather move off an ISP mailbox altogether, so switching provider never threatens your address again, our email migration service can move you across — for example Virgin Media email to Gmail.
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// GOOD QUESTIONS
Frequently asked
Why does the new Outlook say my Sky password is wrong?
Usually because the password Outlook has doesn’t match your current Sky iD password, or the account was added with the wrong settings. Check you can sign in at sky.com; if you changed your Sky iD password recently, use the ‘Unlock your emails’ link on Sky’s help page so email apps accept it. Then add the account as IMAP with Sky’s servers and enter the Sky iD password.
Where do I generate a Sky app password?
You can’t any more. Sky’s help says it no longer offers app passwords, and email apps now use your Sky iD password instead. If you made an app password in the past it may still work, but there’s no need to create one. See Sky’s own help page.
Should I pick ‘Yahoo’ or ‘IMAP’ when adding the account?
In the new Outlook, choose IMAP. It lets you type Sky’s own server settings and your Sky iD password directly, which matches Sky’s instructions for Windows mail apps (‘Other account’ with the settings entered by hand).
What are the Sky email server settings?
Incoming: imap.tools.sky.com, port 993, SSL. Outgoing: smtp.tools.sky.com, port 465, SSL, with outgoing authentication on. Your username is your full @sky.com address; your password is your Sky iD password. These are the servers Sky itself publishes for email apps.
My Sky account was added but no emails appear — why?
That’s the classic sign that Outlook accepted the account but can’t sync, and it’s often the password. Check the password works at sky.com, then remove the account and re-add it as IMAP. Give it a few minutes to download on first connection. Our new Outlook not syncing guide has more.
Is the new Outlook the best place for my Sky email?
Honestly, not always. The new Outlook can be fussy with IMAP accounts like Sky, and some people find the older, classic Outlook handles them more smoothly. If you keep hitting walls, it’s a perfectly good option to switch back to classic Outlook rather than fight it.
Can I keep my Sky email if I’ve left Sky broadband?
Yes — Sky lets you keep your @sky.com address free after you leave, and it adds to Outlook with the same settings. The one thing to watch is that unused mailboxes can be closed, so log in through the Sky website now and again to keep it active. Sky advises signing in at least once every six months; accounts unused for 12 months are deleted.
Can you just set it up for me?
Gladly. With your permission we connect to your computer remotely and set your Sky email up in the new Outlook for you — entering Sky’s servers, getting the password accepted and checking it sends and receives before we finish. We’re family-run in Bournemouth, usually same-day, on a no-fix-no-fee basis. Call 01202 775566.
// Still stuck?
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We’ll set your Sky email up in the new Outlook remotely, usually the same day — entering Sky’s servers, getting the password accepted and checking it sends and receives before we go.
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