HELP me!

Question

I'm logged into office on my desktop computer fine, no issues. When I try to get outlook downloaded into my apps/mail on my phone it says "this microsoft account doesn't exist. Please enter a different account" so, when i'm trying to download anything microsoft related it says this to me. But, i have an account & i'm on the outlook desktop on my computer as we speak. It's been telling me this for weeks.

Answer 1

Dear DA174444,

Thank you for using Microsoft products and posting in the Microsoft Support Community.

I realise that everything works fine when you log in to Office on your desktop computer, but when you try to download Outlook in your phone's apps / mail, it says ‘This Microsoft account does not exist. Please enter another account’. Please point out if I'm misunderstanding.

Firstly, you can check for account anomalies by logging into the account.microsoft.com Microsoft account management site on your phone/computer's browser to troubleshoot the account being in the logged in state on your desktop.

If there is something wrong with the account itself, then you can refer to the instructions in the official support article below or contact Microsoft online customer support at the end of the article to go about restoring the account.

I can't sign in to my Microsoft account - Microsoft Support

May I ask what domain name is your Microsoft account (email address)? Is it an email address for a Microsoft domain (@hotmail.com/@outlook.com), or is it a Microsoft account registered using another third-party email address? If it's another third party email address, I suggest you add an alias for the account for the Microsoft domain and then log in using the new Microsoft domain alias.

Add or remove an email alias in Outlook.com - Microsoft Support

If you have downloaded Outlook or want to add a Microsoft account in the mail app that comes with your phone, you need to select ‘outlook.com’ to synchronise your mailboxes. Please do not select exchange/IMAP/POP protocol. Normally, if you have downloaded Outlook, you only need to enter your username in the email address and you do not need to choose the protocol manually.

Finally, if the problem persists, I suggest you contact Microsoft Online Support to check the status of your account.

Contact Microsoft Online Support

If you are unable to sign in to your account, you can contact them using another personal account, or if you do not have another personal account, you can temporarily create a new Microsoft account to contact customer service online.

1. Open the website: Contact - Microsoft Support
2. In the box under "We're here to help," type MSA, click "Get Directions," and then click "Contact Customer Service." (You must be signed in to your Microsoft account. Otherwise, follow step 3.)
3. In this section, you need to sign in to your personal Microsoft account.

Note: You can only log in with your personal MSA, the correct content will not be displayed when you log in with your company account. If the account cannot be connected, you can use a different account or create a new account to run it;

4. Under Products and Services, select "Other Products," select "Manage Account Security," and click Confirm.
5. You can select "Chat with a support specialist in the web browser" and enter the chat window.

Please contact customer service during office hours.

Thank you for your patience and support.

Best Regards

Vivian.Y - MSFT | Microsoft Community Support Specialist