I am locked out of my hotmail account on my Iphone.

Question

I am locked out of my hotmail account on my telephone. When I attempt to log in, I am told my hotmail account is disconnected. When I press the red bar at the top of the screen to reconnect, a box appears on my screen which says "Email" wants to to use "live.com" to sign in. When I depress the continue button it takes me to a white screen entitled "account.live .com" which asks "are you trying to sign in to email?" When I depress "continue", I receive a message which says "Login Unsuccessful. Failed to get user profile, please try again later [The operation couldn't be completed. (error1015.1)].

Answer 1

Hi! Sorry to hear you’re having trouble with this. Have you tried signing in to Outlook.com from a web browser? Please let me know whether you’re able to sign in there.

If you’re not able to sign in, please share a screenshot of the exact error message you see. If you can sign in on the web, then please uninstall the app from your device and install the latest version of Outlook, then try signing in again.

Answer 2

The “account disconnected” message in Outlook for iOS means the account simply needs to be signed in again, but in this case the sign-in flow is failing with error 1015.1. Use these steps to clear the broken connection and re-add the account cleanly:

1. On the iPhone, remove the Hotmail/Outlook account from the Mail/Outlook app:
   • In the iOS Mail app: go to Settings > Mail > Accounts, select the Hotmail/Outlook (live.com) account, and delete/remove it.
   • If using the Outlook app: open Outlook > tap profile icon > Settings > select the account > Delete Account.
2. Force-close the Mail or Outlook app and reopen it.
3. Add the account again and sign in fresh:
   • In Mail: Settings > Mail > Accounts > Add Account > Outlook.com/Exchange, then sign in with the Microsoft account email and password when redirected to account.live.com.
   • In Outlook app: Add Account, choose Outlook.com, and complete the sign-in.
4. If the same error appears again, wait and retry later:
   • The error text “please try again later” indicates a temporary sign-in/service problem. Avoid repeated attempts for a while, then try again.
5. If the account itself is blocked or locked:
   • If sign-in on the web (for example via Outlook.com) shows that the account is blocked or locked, follow the unblock or unlock instructions shown there, including any aka.ms/ link for account reinstatement.

If, after removing and re-adding the account and waiting, the problem persists, sign in to the account from a different device or browser to confirm the account itself works. Once web sign-in is successful, repeat the add-account steps on the iPhone.

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References:

• I'm seeing "account disconnected." What can I do?
• How to sign in to Hotmail
• Microsoft account has been locked