Cannot log in Outlook.

Question

Cannot log in Outlook.

Chen Zhu 20

手机恢复出厂设置后，无法登录outlook，从outlook App和网页端都不行，输入密码后提示：Please retry with a different device or other authentication method to sign in. For more details, please see this link.

尝试过修改密码。

使用电脑和其他手机都可以登录。

谢谢帮助。

After resetting my phone to factory settings, I am unable to log in Outlook, neither through the outlook app nor the web version. After entering the password, it prompts: "Please retry with a different device or other authentication method to sign in. For more details, please see this link."

I have tried change the password, but still not work.

I can log in on the computers an another phone.

Thanks for your help.

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Answer 1

Chloe-L 11,465 Microsoft External Staff Moderator

Hello Chen Zhu,

Thank you for posting to Microsoft Q&A forum. I understand how frustrating it is to be locked out of your account on your phone right after a factory reset, especially when you know your password is correct.

The reason this is happening is that when a phone is factory reset, it is no longer recognized as a "trusted device," so Microsoft's security system blocks the login as a precaution. Since you can still log in on your computer and another phone, the quickest way to resolve this is to use your trusted computer to manually approve the blocked login attempt:

On your computer, log into account.live.com/Activity (or mysignins.microsoft.com if it is a work or school account).
Look for the blocked sign-in attempts from your wiped phone, which are usually flagged in red.
Click on those blocked attempts and select "This was me" (or "Safe"). This tells the system to whitelist your phone's new fingerprint.
Note: If you still have trouble after doing this, navigate to account.microsoft.com/devices, remove the old version of your phone from the list, and try logging in again to force a clean handshake.

I hope this helps you successfully clear the block and get logged back into Outlook on your phone. Please feel free to reply if you need any further assistance!

If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment".

Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.

Chloe-L 11,465 Reputation points Microsoft External Staff Moderator

2026-03-10T23:37:58.1933333+00:00

Hello Chen Zhu,

Good day to you! I'm just checking in to see if the solution we provided has resolved your issue.

Please don't hesitate to reach out if you require any further assistance.

Warm regards,
Chen Zhu 20 Reputation points

2026-03-13T07:33:33.35+00:00

Hello Chloe,

Thanks for your help. But its still not working.

I can't find any blocked sign-in attempts on https://account.live.com/Activity,only successful sign-in on the list. Also I can't remove the old version of my phone from the list on account.microsoft.com/devices, only laptop devices showed on the list, there's no any phone devices on the list. So maybe I need another solution to solve the problem.

Best regards.
Chloe-L 11,465 Reputation points Microsoft External Staff Moderator

2026-03-15T00:53:10.2033333+00:00
Hello Chen Zhu,

Thank you for getting back to me with those detailed updates! The fact that the attempts are not showing up on your account.live.com/Activity page and your phone isn't on your device list suggests that the login request is being intercepted by Microsoft's automated network security filter before it even reaches your actual account profile.

To help your phone establish a trusted connection, please try these three steps in order:

Step 1: Switch Your Network Connection

Since your IP has likely been flagged, we can try switching it to a "clean" IP address.

Turn off your phone's Wi-Fi completely.

Connect using only your cellular Mobile Data (4G/5G).

Open the browser or Outlook app and try to log in again.

Step 2: Update Your System Apps

Open the Google Play Store.

Update both Google Chrome and Android System WebView.

Restart your phone and try signing in again.

Step 3: Use the Microsoft Authenticator App

If the standard login screen is still blocking you, we can use Microsoft's dedicated security app as a secure bridge.

Download the Microsoft Authenticator app from the Play Store.

Open it and add your Microsoft account directly inside the Authenticator app first.

Once it connects successfully, open the Outlook app. It will often automatically detect the secure connection from the Authenticator app and let you right in.

Please keep me updated with the results of these steps. If you have any other questions or encounter any further issues in the future, please feel free to reach back out.
Chen Zhu 20 Reputation points

2026-03-15T13:19:03.64+00:00

Hello Chloe,

Thanks for your continuous assistance.

Unfortunately, I tried all the three solutions your just provide. However, I cannot add my account inside the Microsoft Authenticator app, I post the screenshot so you can understand what I mean.

If you have any better suggestions, please let me know, then I can try other ways to solve this problem.

Have a nice day!
Ian-T 7,630 Reputation points Microsoft External Staff Moderator

2026-03-18T07:41:48.55+00:00

Hi

Can you please try on another device to see if anything happens? I'll wait for your response.
Chen Zhu 20 Reputation points

2026-03-19T06:15:09.8433333+00:00

On the other devices, everything is good.
Chloe-L 11,465 Reputation points Microsoft External Staff Moderator

2026-03-19T23:37:04.7933333+00:00
Hello Chen Zhu,

Thank you for the update. I appreciate you taking the time to test those solutions and for providing the screenshot.

Since we have now exhausted the standard troubleshooting steps and the Authenticator app is also unable to establish a connection, it appears there is a deeper synchronization conflict on the backend of your account profile.

At this stage, the best course of action is to escalate this to the Microsoft Live Support team. They have the tools to look into your account’s internal status and see why these login requests are being dropped.

You can reach them by following these steps:

Go to the Microsoft Contact Us page.

In the search box, type "Technical Support" and press Enter.

Click the Contact Support button at the bottom of the page.

Select Microsoft 365 and Office (or Outlook) and choose Technical Support as the category.

You should then see an option to "Chat with a support agent in your web browser."

When you connect with them, I recommend sharing the same screenshot you sent me, as it clearly demonstrates that even the official security app cannot bypass the block.

If you are able to come up with a solution with their team, it would be greatly appreciated if you could come back and share it here. It will be incredibly helpful for other community members who might encounter this exact same roadblock. Thank you for your heartfelt cooperation and patience throughout this entire process!

Best regards,
Chen Zhu 20 Reputation points

2026-03-23T07:26:28.6433333+00:00

Thanks for everyone's help. I chat with a support agent, and he/she provides a solution by using a VPN, and it works. I post the steps as an answer following this question, see if we could help someone with the same problem.
Chloe-L 11,465 Reputation points Microsoft External Staff Moderator

2026-04-03T00:10:18.42+00:00

Hello Chen Zhu,

Thank you so much for coming back to the thread and sharing the solution you received from the live chat agent! I really appreciate you taking the time to post the exact steps for everyone else.

I can see that a moderator has officially recommended your answer. This will highlight your post at the top of the thread so that other users running into this same problem can find the fix much easier.

Thanks again for your wonderful contribution to the community!

Best regards,

Answer 2

Please refer to the following steps to attempt troubleshooting by using a VPN:

Open the Google Play Store or App Store on your phone, then search for PrivadoVPN (lock symbol, light blue).

Click to install.

Open the app and register a free account using any email.

Click "Click to Connect" or manually select the server, preferably a connection in the United States.

Open the mobile browser and log in account.microsoft.com. If the error persists, please try resetting your password from the error interface again.

This solution could solve the problem.

Answer 3

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Cannot log in Outlook.

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