FAQs: Sign-in and Password Issues
Applies to: Office 365 for professionals and small businesses, Office 365 for enterprises, Microsoft Exchange, Live@edu
Here's what users are asking about sign-in and password issues.
Questions
How can I fix this error: "HTTP 500 Internal Error" or "LiveID authentication code has returned error 0x8004920a, indicating that there is a problem with your server configuration. Please check the Application Log for detailed information and correct the problem."?
How do I change my password?
What if I've forgotten my password?
Why can’t I connect to my account from my mobile device or desktop e-mail program after resetting or changing my password?
How can I fix this error: "Sign in failed."?
What do I do when I can't sign in to my e-mail?
I still can't sign in to my e-mail in Outlook Web App.
The Web address I use isn’t working anymore.
Why can't I sign out from my account in Outlook Web App?
Why am I asked for profile information when I sign in to my account in Outlook Web App?
How can I fix the sign out loop issue I'm encountering in Safari?
Answers
How can I fix this error: "HTTP 500 Internal Error" or "LiveID authentication code has returned error 0x8004920a, indicating that there is a problem with your server configuration. Please check the Application Log for detailed information and correct the problem."?
Clear the cookies and delete the temporary files from your Web browser and try to sign in again. To learn more, see HTTP 500 Internal Error.
Questions
How do I change my password?
For information about how to change your password, see Change Your Account Password.
Questions
What if I've forgotten my password?
If you don't remember your password, you'll need to reset it to access your account. Depending on the way your account is set up, you may see a Forgot your password? or similar link on the change password page. If so, use that link to get help resetting your password. If you can't reset your password this way, contact your helpdesk.
Questions
Why can’t I connect to my account from my mobile device or desktop e-mail program after resetting or changing my password?
You need to update the password value in the settings on your mobile device or desktop e-mail program (for example, Apple Mail, Mozilla Thunderbird, Microsoft Outlook, or Windows Live Mail) each time your password changes.
To resolve this, make sure that the password entered on your mobile device settings or desktop e-mail program settings matches the most current password that you use to sign in to Outlook Web App. For more information, see Change Your Account Password.
Questions
How can I fix this error: "Sign in failed."?
You can get this error if you:
Have tried to sign in to your account too many times using an incorrect e-mail address or password.
Are experiencing a duplicate Windows Live ID issue.
To fix the problem, look for a link on the sign-in page to reset your password. If you do not see a link to reset or retrieve your password, contact your helpdesk.
Questions
What do I do when I can't sign in to my e-mail?
You need to sign in to your account in Outlook Web App the first time you access it. If you successfully signed in the first time but can't sign in later, try doing one of the following:
Use the full e-mail address with the domain name (example: tony@contoso.com) when you sign in to your account.
Make sure you're using the correct sign-in name. Your sign-in name may be just your user name (for example, Tony), or it may be your full e-mail address (for example, tony@contoso.com). Your administrator should give you this account information after your account is created.
Questions
I still can't sign in to my e-mail in Outlook Web App.
If you know you're using the correct Windows Live ID but still can't sign in, you may have already signed in to another service using a different Windows Live ID account.
Sign out of any applications, such as Windows Live Messenger, that you've signed in to using a Windows Live account other than the account you're using to sign in to get to your e-mail. Then sign in to your account again. For information about how to determine the Web address you should use to sign in to your account, visit How to Sign In to Your Email Using a Web Browser.
Questions
The Web address I use isn’t working anymore.
If you were a BPOS customer and have been transitioned to Microsoft Office 365, go to http://mail.office365.com to sign in to Outlook Web App.
For information about how to determine the Web address you should use to sign in to your account, visit How to Sign In to Your Email Using a Web Browser.
Questions
Why can't I sign out from my account in Outlook Web App?
If you click Sign out and the browser continues to wait for the sign-out to be complete, close the browser window.
Questions
Why am I asked for profile information when I sign in to my account in Outlook Web App?
The first time you sign in to your e-mail in Outlook Web App, you may be prompted to fill in your profile information. If your account was created before October 25, 2007, you may be prompted to fill in your profile information again. After you've filled in the profile information and accepted the Windows Live service agreement and Privacy Statement, you won't be prompted for this information again, and you should be able to sign in and use the account as you ordinarily would.
Questions
How can I fix the sign out loop issue I'm encountering in Safari?
If you're using a Safari Web browser to access your account and you run into a sign out loop when you click Sign out, see Sign-out Loop in Safari Browser.
Questions
What if I want to know more?
If you still have questions, check out these links: