I can't log into my account from my phone, my new password will not go through

Question

I can't log into my account from my phone, my new password will not go through

Answer 1

Hello David Hays

Thank you for reaching out to Microsoft Q&A Forum. I understand how frustrating this is, you’ve reset your password, but the new password still won’t let you sign in on your Android phone, and you need to regain access now.

To help me guide you better, could you also confirm:

• Can you sign in successfully on the web, or does it fail there too?
• When signing in on Android, do you get a password error, or does it ask for a verification code?

In addition, please try the following steps:

1. Confirm if this is account-side or phone/app-side

Try signing in to your mailbox from a browser (Outlook on the web) using the same email + new password. If it works on the web, your account/password is fine and the issue is limited to the phone/app.

2. Reset the account inside the Outlook app

• Open the Outlook app on your phone
• Tap your profile picture (top left) > tap the Settings (gear icon) at the bottom
• Under Accounts, tap your account > scroll down and click Reset account
• Wait 2-3 minutes and try again

3. If that doesn’t help, remove and re-add the account

• In the same place, tap Remove account
• Close the app completely, then reopen Outlook.
• Tap Add account, and sign in with your account

4. Clear App cache

• Go to Settings > Apps > Outlook > Storage & cache
• Tap Clear storage and Clear cache.
• Reopen Outlook and sign in again.

5. If you’re being asked for a code / verification on the phone

If the sign-in flow is asking for a security code and you’re not receiving it (or verification fails), follow Microsoft’s verification-code troubleshooting guidance here: Troubleshoot Microsoft verification code issues - Microsoft Support

6. Contact Support (if the steps above don't resolve it)

Once you’ve tried the steps above, you can also reach out directly to the Microsoft Support team. It may offer live chat and, depending on your subscription/region, an option to request a callback:

• Go to Contact - Microsoft Support
• Type a brief description of your issue in the search box.    
• Click "Get Help", then scroll to the bottom and select "Contact Support”.
• When prompted to select Products & Services, select "Other Products"; Under Category, select "Manage account security".
• Look for and select "Chat with a support agent in your web browser" (during business hours) or a similar callback option (if available). Explain your situation clearly.
• Please note that The Chat support team only works at certain times, so if the last window says you are not available, try to open it again the next day. If you prefer phone support, you can leave a phone number. That way, they can contact you back and help you further.

For more details, you can see this guide: I can't sign in to my Microsoft account - Microsoft Support

Please feel free to let me know how it goes. Thank you so much for your time and understanding.

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Answer 2

I need to contact support

Answer 3

If you're having trouble logging into your account from your phone and your new password is not being accepted, there are a few things you can try:

1. Sync Delay: Sometimes, after a password reset, it may take a little time for Microsoft's systems to sync the changes. If you recently changed your password, wait a few minutes and try again.
2. Two-Factor Authentication (2FA): If you have 2FA enabled, ensure that you are completing the second verification step correctly. If you see a prompt for a verification code, make sure you have access to the method you set up for receiving codes (like your phone or email).
3. Check Security Info: If you can log in briefly, check your security information in your Microsoft account settings to ensure there are no unfamiliar devices or apps that might be interfering with your access.
4. Browser Issues: If you are using a web browser on your phone, try clearing your browser's cache or using a different browser. Alternatively, try using the Outlook app directly if you haven't already.
5. Contact Support: If none of the above solutions work, you may need to contact Microsoft Support for further assistance. They can help you regain access to your account if you suspect unauthorized access or if you're unable to complete the recovery process.

Make sure to provide as much information as possible to support to help them assist you effectively.