Online.no email can fail in several ways: webmail works but Outlook does not; you receive mail but cannot send; the phone keeps asking for the password; or old mail disappears when an account is removed. Troubleshoot in the right order.
Always start with Telenor webmail at telenor.no/online and email administration at telenor.no/mitt-telenor/e-post/. Telenor currently labels these as Logg inn Online e-post and Administrer e-post on its customer pages. If webmail does not work, the problem is probably username, password, a locked account or the Telenor account, not the PC. If webmail works, continue with the mail app.
Write down or screenshot the old account settings before changing them. Server names, ports, security type and password requirements can change at the provider, so use Telenor’s own pages as the source of truth when manual IMAP/SMTP must be entered. Do not guess by trying many ports and passwords in random order.
1. Do not delete an old account before checking POP
This is the main risk point. An IMAP account normally syncs with the server, while a POP account may store old mail locally on one PC only. If you remove a POP account without backup, local folders and old messages can become much harder to recover.
Before removing anything: check whether the account type says POP or IMAP, export local mail if the app supports it, and back up important folders. In classic Outlook, old local mail may be stored in PST or OST files, and Microsoft warns that you may need to create a new location for data before removing the last account. If you are unsure, bring the PC to EasyPC for a diagnosis before deleting the account.
In new Outlook, removing some non-Microsoft accounts can offer a choice to remove the account from this device only or from all devices. Do not choose a global option if you do not understand the consequence. The goal is to repair setup without losing local mail, archive folders, contacts or calendar data.
2. Test password and account at Telenor first
Sign in at telenor.no/online in a browser. If sign-in also fails there, changing ports in Outlook will not help. The password, Telenor ID, account or account lock must be fixed with Telenor first. If you recently changed the password, update every device: PC, Mac, iPhone, iPad, Android and any tablets.
If the mail app asks for the password repeatedly, stop after a few attempts. Too many failed attempts can create a temporary lock or make troubleshooting more confusing. Test webmail, wait a little, and add the account again instead of typing the same password over and over. If Outlook says you need to create an app password at the provider, follow Telenor/the provider instructions and paste the app password into Outlook instead of the main password.
3. Windows 11: add the account in new Outlook
On newer Windows 11 machines, many users see new Outlook instead of the old Mail app. Open Outlook, select View > View settings or File > Account info, go to Accounts > Your accounts and select Add Account. Enter the full Online address and select Continue. Try automatic setup first, and enter the password or app password if Outlook asks for it.
If automatic setup fails, choose manual setup/IMAP if Outlook offers it. IMAP is the right choice when mail should sync between PC, Mac, mobile and webmail. SMTP is sending. If you can receive mail but not send, the problem is often SMTP, outgoing authentication or the password saved for the outgoing server.
4. Classic Outlook: use advanced setup when needed
In classic Outlook, go to File > Add Account. If normal setup does not work, enter the email address, select Advanced options, check Let me set up my account manually, select Connect and then IMAP. If you are changing an existing account, use File > Account Settings > Account Settings and write down the old values before changing anything.
Compare manual IMAP/SMTP values with Telenor’s own pages before saving. Use IMAP when mail should stay the same across several devices, and use POP only if you deliberately want to download to one machine and understand how old messages are stored. Many older guides list mail.online.no for both incoming and outgoing server, IMAP on 993 with SSL, and SMTP on 465 with SSL or 587 with SSL/TLS. Use this as a checklist, not a guarantee, because the provider can change requirements.
5. Mac, iPhone and iPad
On Mac, use Mail > Add Account or Apple menu > System Settings > Internet Accounts. Choose Other Mail Account if Online is not listed as a provider, enter name, email address and password, and choose IMAP when manual settings are required. Do not delete an old Mail account before you know whether old messages are stored locally on the Mac.
On iPhone and iPad with newer iOS, go to Settings > Apps > Mail > Mail Accounts > Add Account. Choose Other if Online is not listed, tap Add Mail Account and fill in name, email address, password and description. If Mail cannot find the settings automatically, choose IMAP and enter the incoming and outgoing server values from Telenor.
6. How to read the symptom
Webmail works but Outlook does not? Then suspect local setup, a password saved in the app, an app password, security software, a damaged profile or wrong IMAP/SMTP. Receiving works but sending fails? Check SMTP and outgoing authentication. Sending works but receiving fails? Check IMAP, incoming server and folders. One device works but another does not? Compare settings before deleting anything.
If the mail program is old, it may lack modern security or support for current TLS requirements. New Outlook, updated Apple Mail, Thunderbird or webmail is often better than forcing an old program to keep running.
When should EasyPC set it up?
Bring the device to EasyPC for a diagnosis if you have old local mail, a POP account, PST files, several devices, password problems, virus warnings, a slow PC, or if you are worried about losing messages. We can check webmail, account type, backup, Outlook profile, Mac/iPhone setup and safe migration before anything is deleted.