I cannot log in to my Microsoft email

Question

I have received a confirmation that I have an account but Microsoft Outlook is not loading on my laptop. It is loading on my iPad.

Answer 1

Dear Bea Maksimovic,

Thanks for your post in Microsoft Q&A forum. 

I realize that you've encountered a problem with Outlook not loading on your laptop even though your account works fine on your iPad. This behavior suggests the issue is specific to the Outlook installation or local profile on your laptop, rather than a problem with your Microsoft account itself. 

To better understand and investigate your issue, I may need some more detailed information from your side so that I can narrow down the issue in the right way. Please provide the following details about your laptop's setup: 

1. Laptop Operating System (OS): Is your laptop running Windows (e.g., Windows 10 or 11) or macOS? 
2. Outlook Version: Are you using the Classic Outlook for Desktop application or the New Outlook for Windows?  
3. Specific Symptom: When you say Outlook "is not loading," does it: 
   • Show an error message? (If so, please share the exact text or code.) 
   • Crash immediately when you try to open it?
   • Hang on the startup splash screen? 

While waiting for your details, please try the following general troubleshooting steps for the desktop application, as these often resolve opening issues. 

Step 1. Start Outlook in Safe Mode 

Starting Outlook in Safe Mode runs it without any add-ins, which are a common cause of startup issues. 

• Press the Windows key + R to open the Run dialog box. 
• Type Outlook.exe /safe (note the space) and click OK. 
• If a prompt appears, choose your Outlook profile and click OK. 

If Outlook opens successfully in Safe Mode: This suggests an add-in is likely the cause. You can then try disabling your add-ins one by one via File > Options > Add-ins > Go next to COM Add-ins. 

Step 2. Repair Microsoft Office 

A corrupted installation file can also prevent the app from opening. 

Disclaimer: The repair process will require a stable internet connection and may take several minutes. It is always a good practice to ensure your important data is backed up before making significant changes to your system. 

• Close all Office applications. 
• In Windows, go to Settings > Apps > Installed apps (or Apps & features). 
• Find your Microsoft 365 or Microsoft Office installation in the list. 
• Click the three dots (...) next to it, select Modify, and choose Quick Repair. 
• If Quick Repair doesn't help, repeat the steps and choose Online Repair (this takes longer but fixes more issues). 

We look forward to your response with the clarified details and the results of the initial steps. Please feel free to let me know how it goes.

Answer 2

If the "Repair" option doesn't work, go back to the same "Advanced options" screen and click "Reset". Warning: This will remove all your account data from the app on this device, so you'll have to set it up again like new. Your emails are safe in the cloud, so you won't lose anything.