issue with accessing Microsoft 365

Question

We recently purchased a microsoft 365 business account with access for up to 5 users, as we are trying to log in it is not letting us log in.

Answer 1

Dear @Dr Luis Mejia-Garcia, 

Thank you for outlining the issue. To help me better understand the situation and assist you effectively, could you please share a few details such as:   

1/ Which Microsoft 365 license has been purchased? For example: Business Basic, Business Standard, Business Premium, E3/ E5. 

2/ Could you confirm whether the users are unable to access the Office apps on the web or the desktop versions, or both? 

3/ Has your tenant previously had any Microsoft subscription, or is this the first subscription created under a new tenant? 

This will help us better understand the context and provide more targeted support. Any additional information will help us better understand and support you.    

In the meantime, below are the most common causes of this issue along with steps you can use to verify: 

Note: Only the IT admin (Global Administrator) of the organization can perform these steps.  

Scenario 1: Signing in with the wrong portal or account type 

Please try signing in using a private or incognito browser window, or clear your browser cache to ensure that outdated data does not create any conflicts. 

Sign in again at office.com using the work account associated with your subscription. 

After signing in successfully, try opening an app such as Outlook, Word or Excel from the Apps section to confirm access. 

Scenario 2: License not assigned 

After the subscription is purchased, each user must have a license assigned in the Microsoft 365 admin center. Without an assigned license, access to apps and services will be blocked. 

Steps to verify: 

Go to the Microsoft 365 admin center. 

Navigate to Users > Active users. 

Locate the user's account > Licenses and apps > Assign the licenses > Save changes. 

The update may take up to one hour to fully synchronize. 

Scenario 3: Domain setup not completed 

If a custom domain was added, the domain verification and DNS records (TXT, MX, CNAME) must be completed. Incomplete domain setup may prevent sign‑in or email service activation. 

Steps to confirm: 

Open the Microsoft 365 admin center and go to Settings > Domains. 

Ensure the domain status shows as Healthy. 

Complete any required DNS steps shown in the setup wizard. 

Note: While the custom domain is still being configured, users can continue signing in with the onmicrosoft.com domain. 

As community moderators, we kindly ask for your understanding that our access to internal development details is limited. Our primary role is to guide users toward the appropriate resources and support channels. While we may not have visibility into performing deeper backend analysis, we’ll continue doing our best to support you within the scope of our responsibilities.  

I hope this information is helpful. If any of the above steps don't align with your tenant’s configuration, just let me know. I am happy to review the details with you and recommend the appropriate next actions. 

Thank you for your patience and understanding. 

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