setting up email on outlook

[Booker49]

I am trying to set up my Outlook on my new HP laptop but keep getting the same error message, "something went wrong.  Try again.  You may need an App password."  The password I have entered is correct.  The email is a Bigpond email and I have followed the instructions on the Telstra website.  Any idea what App password I need or where to get it?   This is the troubleshooting message; {"SessionId":"d8eb54e3-7ee8-ad4c-a2d0-5cbfe2808715","Timestamp":1767323497419,"Error":"INVALIDCREDENTIALS INTERACTIONREQUIRED"}

[Kuroi_Kenshi]

Hi @Booker49,

Welcome to the HP Support Community!

Thanks for reaching out!

We're thrilled to have the opportunity to assist you and provide a solution.

I understand your HP laptop is giving an error when trying to set up BigPond email in Outlook. Since this involves Outlook, the issue may be related to app-specific passwords rather than the HP device itself. Here’s what you can check from the HP side:

Confirm internet connectivity
Make sure your HP laptop is connected to a stable network and can browse websites.
Unstable connections can prevent email apps from authenticating properly.

Check Windows updates
Go to Settings > Windows Update and install any pending updates.
Updated Windows ensures proper security protocols that Outlook and email apps rely on.

Ensure date and time are correct
Go to Settings > Time & Language > Date & Time.
Incorrect system time can block secure connections to mail servers.

Verify firewall or antivirus settings
Temporarily disable Windows Defender Firewall or any third-party antivirus to see if it’s blocking Outlook connections.

Since the error message specifically mentions “App password” and invalid credentials, this is related to your Outlook or email account setup, not the HP laptop. You will need to contact Outlook or Telstra support to obtain an App password and correctly configure BigPond email in Outlook.

Do not attempt to bypass security prompts; the App password is required for proper authentication.

I hope this helps.

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Best regards,