New Outlook will not let me log in.

Question

I was using the new outlook and then on Tuesday it crashed. When I tried to log in, it kept asking me for my password, says it is setting up and then goes back to enter password. I am entering the correct password...I have reinstalled it and set up a new email address just to get the app to stay open. I am now trying to add my account and it will not let me log in.

Answer 1

Dear @SMcTarsney,

Thank you for updating. Based on the details you shared, Outlook on the web is returning “UserHasNoMailboxAndNoLicenseAssignedError / OwaUserHasNoMailboxAndNoLicenseAssignedException.” This message typically means the account you’re signing in with isn’t currently associated with an Exchange Online mailbox or the Exchange Online service isn’t enabled for that user in Microsoft 365, so Outlook can’t finish connecting to the mailbox.

Could you please provide detailed below:

Can you sign in to the same mailbox at Outlook on the web from a private/incognito browser window, or does it show the same message?

Are you able to sign in to other Microsoft 365 apps (Teams/OneDrive) with the same account?

Was the account recently changed (password, MFA method, license/subscription change) around the time the issue started?

Are you using only new Outlook, or do you also have classic Outlook installed and if yes, does classic Outlook show the same behavior?

In the meantime, I recommend as below:

• Please ask your Microsoft 365 admin to verify that your user account has a license that includes Exchange Online, and that the Exchange Online service is turned on for your account.
• If a license was recently changed, the admin can remove/reassign the license to refresh provisioning, then allow some time for the mailbox connection to update.

Once you confirm whether Outlook on the web still shows the same message in a private window and whether your admin can confirm Exchange Online is enabled, I’ll recommend the next best step.

Answer 2

Dear @SMcTarsney,
Thank you for posting your question in the Microsoft Q&A forum. I understand that after New Outlook for Windows crashed, you are now unable to sign in. Even though you are entering the correct password, Outlook shows “Setting things up” and then returns you to the sign‑in screen. Reinstalling the app did not resolve the issue, and you are unable to add your original account.

To better assistance, could you please confirm following information:

Are you able to sign in successfully to your mailbox using Outlook on the web (https://outlook.office.com)?

Does this issue only occur in New Outlook for Windows, or does it also happen in classic Outlook (if installed)?

Is this a work or school account, or a personal Microsoft account?

Did the issue start immediately after the Outlook crash on Tuesday?

Are you able to sign in to other Microsoft apps (for example, Teams or OneDrive) using the same account on this device?

Have you recently changed your password or security settings on the account?

Are there any error messages shown, or does it simply return to the password screen?

In the meantime, I recommend some steps below:

1/ Confirm account access on the web

Please sign in to your account using a browser. If this works, it confirms the account and password are valid.

2/ Clear saved sign‑in information

Close New Outlook

Open Control Panel > Credential Manager > Windows Credentials

Remove any entries related to Outlook, Microsoft Office, or Microsoft accounts Restart your computer and try signing in again

3/ Reset New Outlook

Go to Windows Settings > Apps > Installed apps > New Outlook > Advanced options > Select Reset, then reopen New Outlook and add your account again

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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