Microsoft Password Never Ending Loop

Question

My friend is trying to get into her Microsoft account. The password she uses is correct.

Microsoft says that she entered an incorrect password too many times. So she tried to reset the password. The dialog box accepted the new password. Then it says to enter the password. She enters her new password. It says again to enter the password. She enters it. It says again to enter the password.

Her Office 365 subscription is working fine. She can get into Word, Outlook, etc. on her desktop. But the password machinery won’t let her use 365 at all on her laptop!

I really think Microsoft needs to have an option to call someone. Every time she tries to get support online, Microsoft wants her to log into her account, which it then doesn't accept.

But what can she do? And I don't want to have to reset her computer. She has this same problem when she tries to log in in the browser.

Thank you!

Answer 1

Hi Ravi,

Thank you very much for your reply. Her subscription is up to date, and she's being billed monthly.

Another friend helped last night and was able to get it sorted out. After 3.5 hours, the saga found its end. It boiled down to Microsoft using different accounts in different spots and calling them all Microsoft accounts. What a nightmare!

I really appreciate that you posted ways of reaching Microsoft and I will keep these for future reference.

Thanks again!

Chris

Answer 2

Hi Chris,

Glad you found someone to help you on this!

Thank you!

Answer 3

Hello Chris,

Greetings for the day! I understand your concern and apologies for the inconvenience!

Could you please verify if the subscription is active?

Please verify whether your subscription is still active or you're using the right account for log in. Also make sure you don't have multiple version of Office installed on your PC.

Step 1: Sign in to Office with the right account If Office asks you to sign in, enter the account you used to buy Office. You'll see "We couldn't find any Office products" if you use the wrong address. https://support.microsoft.com/office/0d23d3c0-c19c-4b2f-9845-5344fedc4380#bkmk_signin Step 2: Check your subscription status If your subscription has expired, you'll see "We couldn't find any Office products." Renew your subscription to use Microsoft 365. https://support.microsoft.com/office/0d23d3c0-c19c-4b2f-9845-5344fedc4380#bkmk_checksubscription Step 3: Troubleshoot activation Please see below link to resolve the activation issue. https://support.microsoft.com/office/0d23d3c0-c19c-4b2f-9845-5344fedc4380#bkmk_fixyourself

If the password you typed is incorrect, please follow the steps in this link to reset. https://support.microsoft.com/account-billing/eff4f067-5042-c1a3-fe72-b04d60556c37

If none of these helps you, you can reach out to Microsoft chat support. https://support.microsoft.com/contactus">https://support.microsoft.com/contactus

1. Go here https://support.microsoft.com/contactus
2. Type Talk to an Agent
3. Select Office & Microsoft (for Home)
4. Choose Billing

To reach out support via phone - https://support.microsoft.com/topic/c0389ade-5640-e588-8b0e-28de8afeb3f2

Hope this information would be useful to you. Please feel free to get back if you need any additional info.

Thank you! Ravikumar Help the next person who has this issue by indicating if this reply solved your problem. Click Yes or No below.