Login issue

Question

I have an account <Mod remove PII> @icloud.com, I used Mercury to sign up for startup plan. I created the plan and I can login but I can't do anything, even getting support and help.
please let me know what should I do? I want to use this account for my startup.

Answer 1

Dear @Medi,
Thank you for posting your question in the Microsoft Q&A forum. I understand that you can sign in with your email address, but after signing in the experience is “weird” and you’re not able to complete any actions or get support, even after changing the password.

Based on what you shared (Mercury / Startup plan), one common cause is that the Microsoft 365 Startup benefit/subscription activation didn’t fully complete (for example, the order/activation step gets stuck). In that situation, sign-in can succeed, but the portal may not finish setting up the services. Microsoft notes that the Startups benefit requires a credit card for verification, and the country selected during registration must match the country of the credit card. [techworm.net]

To better assistance, could you please confirm following information:

• The exact page/URL where nothing works (Microsoft 365 portal, Admin Center, or the Startups/benefits activation page)
• The exact error message text (or a screenshot, please hide any sensitive info)

Whether this happens on web, Outlook mobile (iOS), or both

• Whether the Microsoft 365 benefit shows Activated/Redeemed in your Startups/Founders Hub benefits flow
• Whether you can sign in successfully at microsoft365.com and see any apps (Outlook/Teams/OneDrive) loading

In the meantime, please try these steps:

• Use a private/incognito window (or a different browser/device) and sign in again to avoid cached session issues.
• If you are still on the activation/order page and see a message like “Something went wrong / We couldn’t complete this order,” Microsoft recommends trying again and then contacting Startups support through the portal at aka.ms/startuphelp-mfs-portal.
• Once you can access the Admin Center, we can also verify your Outlook service settings (for example, that the Exchange Online service is enabled for your account). Please understand that our initial response does not always resolve the issue immediately. However, with your help and more detailed information, we can work together to find a solution.

I truly appreciate your patience and understanding. If you have any further questions or need further clarification, please feel free to reach out. I'm looking forward to hearing from you. 

Thank you for your cooperation.

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Answer 2

It appears that you are having trouble using your account after signing up for a startup plan with Mercury. Here are some steps you can take to resolve the issue:

1. Confirm Account Type: Make sure that your account is set up as a business account. Personal accounts may have restrictions that prevent you from accessing certain features.
2. Sign Out and Back In: Try signing out of your account completely and then signing back in. This can sometimes clear up any temporary glitches.
3. Use Incognito Mode: Open a new incognito or private browsing window and log in again. This can help eliminate issues caused by cached data in your browser.
4. Contact Microsoft Support: If you continue to experience problems, you may need to reach out to Microsoft support for assistance. Look for the appropriate support contact options for your account type.
5. Check Your Credentials: Ensure that you are entering the correct email and password for your account, as confusion between personal and business accounts can lead to access issues.

If these suggestions do not help, contacting Microsoft support directly would be the best course of action to get your account functioning properly for your startup.

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References:

• Why can't I log in to my Outlook account? - Microsoft Q&A
• Troubleshoot sign-in issues and account access problems