I can n to log into my email

Question

All of a suden, today I can not log into my email on a Mac Laptop. I cart set up face recognition... it all just bombs. I cart seem to find a phone number to speak to someone. Help

Answer 1

Dear Kevin Roughana, 

Thank you for reaching out here in the Microsoft Q&A forum. I understand you're suddenly unable to log into your email on your Mac, and I realize the inconvenience this has caused. 

To efficiently diagnose this, I need to clarify a few key details and have you performed some targeted checks. 

1. Which email service are you trying to access? (e.g., Outlook.com/Hotmail/Live.com, or a third-party account like Gmail or Yahoo?) 
2. When the login fails, what happens exactly? 
   • Do you see an error message? If so, please share the exact text or error code. 
   • Does the app close unexpectedly ("bombs")? 
   • Are you stuck on a loading screen or a blank window? 

In the meantime, please follow these steps in order. 

Step 1: Verify Your Account Status via Web 

Test your account accessibility outside the application. 

1. Open a web browser (Safari or Edge) in Private or Incognito mode. 
2. Go to the Microsoft sign-in page: https://account.live.com. 
3. Try to sign in with your email address and password. 
   • If successful: The issue is with the Outlook app on your Mac. Please proceed to Step 2. 
   • If unsuccessful: The problem is with your credentials or account security. Please follow the on-screen recovery prompts on the website (e.g., "Forgot my password"). 

Step 2: Update and Reset the Outlook Application 

If your account works on the web, refresh the Outlook app. 

A. Update the Application: 

1. Completely quit Outlook. 
2. Open Microsoft AutoUpdate from your Applications folder. 
3. Install any available updates for Microsoft Outlook. 
4. Restart Outlook and try to sign in again. 

B. Remove and Re-add Your Account (If Update Fails): 

This is the recommended method to refresh your account connection in the app. 

1. In New Outlook for Mac, click on your profile picture/icon in the top-right corner. 
2. Select Manage Accounts or Account Settings. 
3. Find the account giving you trouble and select Remove or Sign Out. Confirm any prompts. 
4. Restart your Mac. 
5. Open Outlook again. You will be prompted to add an account. Re-add your email address and password. 

Important Note on Sign-in: New Outlook for Mac uses your Microsoft account password for sign-in. If you see any prompts for Face ID or Touch ID, please dismiss them and enter your account password directly. 

Regarding Direct Support Contact: For direct support options for personal Microsoft accounts, please visit the official Microsoft Support Contact page to contact a live chat support agent: https://support.microsoft.com/en-us/home/contact 

Please try the steps above and provide the requested information. I look forward to hearing back from you. 

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