Problem logging in to Office.

Question

Hello. When I try to log in to M365/Office, a window states there is a problem and asks me to log in via a Hotmail address. where I'm directed to using my Office address to get a new password. but I can't access the Office address either.

Answer 1

Contributors in the forums are mostly volunteers, meaning that nobody in the forums can put you in direct contact with Microsoft support. You will have to test https://support.microsoft.com/contactus.

It might be faster if you try and fix the problem yourself, though. You can check the status of your subscription in your account at https://account.microsoft.com/services.

If you need to recover the account, see https://support.microsoft.com/en-us/account-billing/help-with-the-microsoft-account-recovery-form-b19c02d1-a782-dee6-93c3-dc8113b20c42.

Answer 2

I am totally unsatisfied with the lack of support. I now have a myriad of problems. Can someone contact me direct please. Peter.

Answer 3

Dear Pe ter L.

We received your reply, you said that you do not understand the corresponding information, and you are worried that the operation will exceed the scope and affect your files and program information.

You try to set the corresponding information offline and help confirm whether it can be solved. This is also very effective, which can ensure that the operation of files and device programs is not affected during the operation.

Not sure whether you have set up the information offline at present. If you have no contact or have other displays, we also recommend that you try to contact chat support and grant the corresponding device access rights. Chat support will be able to remotely assist you through your device to operate and troubleshoot the cause of the problem:

<--Contact Microsoft Support-->

1.Visit this website: Contact - Microsoft Support

2. Type your problems in the search box there.
3. Now click on Get Help and select Contact Support below.

4.Go to the Products & Services tab and choose the Microsoft 365 & Office or Other Products category

5.On the Category tab, choose Technical Support or other alternatives.

6.Go to Confirm.

7. You can now choose the option to Chat with a support agent in your web browser.

Please note: The chat support team only works at certain times, so if the last window says it's not available, try opening it again the next day. If you prefer phone support, you can leave a phone number. That way, they can call you and help you.

Best regards

Zenobia.Z | Microsoft Community Support Specialist

Answer 4

Thank you for your prompt response. Unfortunately, I'm an IT Luddite and your reply is way out of my competence league.

Also, I live in a remote area of Western Australia and the nearest IT service is some 200km distance away.

However, I will take my laptop when next I go to town and see if the problem can be sorted there.

Thank you again.

Peter L.

Answer 5

Dear Pe ter L.

Welcome to Microsoft Community.

We understand that you are having problems logging into your Office.

According to your description, an error message appears when you try to log into Office. To help you confirm the information, we need to know the following:

• You said you need to get a new password but cannot access the Office address. Did you change your password when logging in and it shows no response?
• Or are you unable to use your account to log into the Microsoft dashboard and other webpage information?
• Did you get any corresponding error or prompt message when you logged in?

If possible, you can also share more information and page screenshots with us so that we can further help you find a solution.

In order to check whether your account and program detection information are correct, you can help us try the following operations:

Log in to the Microsoft dashboard:

You can first use your account to log in to the Microsoft dashboard: Microsoft account | Sign In or Create Your Account Today – Microsoft to see if you can log in successfully. This can help us check whether your account status is normal.

If it is possible to log in, you can change your password directly in the Microsoft dashboard to see if the change is successful, and then log in to Office again.

Change your Microsoft account password - Microsoft Support

Clear Windows Credentials Cache

Sometimes, Windows caches outdated login information. You can try clearing these caches, or you can further troubleshoot whether the information detected in your system is correct. .

Steps:

Press Win + R to open the Run dialog box, type control keymgr.dll, and press Enter. This will open the Windows Credential Manager.

In the Windows Credentials and Web Credentials sections, check for any entries related to the old account.

If there are any, select them and click Remove. Restart your computer and see if the problem is resolved.

Clear the corresponding login credentials for confirmation

1. Press Windows+R to open the run box, copy and paste the following path, back up all the folders in this path and then delete them. %localappdata%/Microsoft/OneAuth %localappdata%/Microsoft/IdentityCache
2. Press Windows+R, enter regedit, click OK, open the registry, find the following registry subkey, right-click Identity, and delete it. HKEY_CURRENT_USER\SOFTWARE\Microsoft\Office\16.0\Common\Identity

Disclaimer: Generally, modifying registry subkeys or work group is intended for advanced users, administrators, and IT Professionals. It can help fix some problems; however, serious problems might occur if you modify the registry incorrectly. Therefore, make sure that you follow these steps carefully. For further protection, back up the registry before you modify it. Then, you can restore the registry if a problem occurs. For more information about how to back up and restore the registry, click here to view the article.

Please understand that our initial response may not always resolve your issue immediately. However, we will also respond based on your subsequent help and more detailed information so that we can find a solution together.

Best Regards, 

Zenobia.Z | Microsoft Community Support Specialist