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Can't log into school account

Emma J 0 Reputation points
2026-06-05T23:38:55.56+00:00

I have 2 accounts my personal and my school account. I'm able to login into my personal account fine, but I'm unable to log into my school account. when I try to login in, on the normal sign in page, it says it can't find my school account. I've spelled everything right and retyped it multiple times. I tried to get onto my school account a different way by choosing it as the account to sign in. when I selected it as the account to sign in, the whole page kept glitching and says its trying to sign in. I've closed the page and reopened it to try to get in, yet it still does the glitch. Is there a bug? I don't have any other tabs open and I also don't have any cookies on my browser either.

Microsoft 365 and Office | Install, redeem, activate | For education | MacOS
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  1. Hani-Ng 11,735 Reputation points Microsoft External Staff Moderator
    2026-06-06T03:42:36.2933333+00:00

    Hi Emma J

    From your description, the issue may be related to how the school (work/education) account is being recognized during the sign-in process, rather than the personal account itself. First, you can try AI's recommended solutions. As an additional check, you may try signing in directly from the Office portal: https://portal.office.com

    If the account cannot be found there as well, it may further indicate that the account needs to be reviewed by the school administrator. It would be recommended to contact your school’s IT support team so they can verify the account status within their system.

    I hope this information helps and if you have any question, please feel free to ask via comment section,

    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.

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  2. AI answer

    2026-06-05T23:39:14.2166667+00:00

    Follow these steps to troubleshoot the school account sign-in issue and the glitching sign-in page:

    1. Verify which identity has access
    • If the same email address exists as both a personal Microsoft account and a school (work or school) account, selecting the wrong identity can cause “we can’t find your account” or looping/glitching sign-in.
    • Fully sign out of all Microsoft sessions, then sign in again and explicitly choose the school/work account when prompted.
    1. Fully sign out and clear cached sign-in
    • Close all browser windows (including any not using Microsoft 365).
    • Open a private/incognito window.
    • Go to https://aka.ms/vssignout (Azure DevOps sign-out flow is a known pattern for clearing identities) to ensure complete sign-out.
    • After sign-out completes, close the browser, reopen it, and try signing in again with the school account, choosing the work/school identity when prompted.
    1. Check account validity with the school
    • If the sign-in address truly “can’t be found,” the school account might be disabled, deleted, or not yet provisioned.
    • Contact the school’s IT or help desk to confirm:
      • The account is active.
      • The correct username format (for example, including the right domain such as @school.edu).
      • Any multifactor authentication (MFA) requirements.
    1. Try a different browser or profile
    • Use another browser or a fresh profile to rule out corrupted cookies or cached credentials:
      • In Microsoft Edge, go to edge://settings/profiles, create a new profile, and sign in there.
      • If the new profile works, the previous profile likely had conflicting or corrupted credentials.
    1. Clear cookies and cached credentials (if still failing)
    • In Edge: edge://settings/privacy → Clear browsing data → select Cookies and other site data and Cached images and files → Time range All time → Clear now.
    • Then try signing in again.
    1. If multiple attempts lock or block sign-in
    • Repeated failed attempts can trigger Microsoft Entra multifactor authentication protections.
    • If sign-in is blocked after many attempts, wait and try again later or use another MFA method if configured.
    • If suspicious activity is suspected or the block persists, contact the school IT admin and ask them to check Microsoft Entra sign-in logs and MFA configuration.

    If none of these steps resolve the issue, the school’s IT administrator must review the account status and sign-in logs, as misconfigured MFA, disabled accounts, or tenant policies can only be fixed by them.

    References:

    AI-generated content may be incorrect. Read our transparency notes for more information.

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