cannot log into my Outlook account from any of my devices

Question

I had a problem logging in and reset the password. Still not able to log in from any of my devices.

Please help

Answer 1

Hi Adrianne Finn

From your post, I understand how frustrating it is when you can’t access your Outlook account at all, even after resetting the password.

Have you already tried the Q&A Assist suggestions yet? If yes, what happened? In addition, please try the following:

1, Check if you can sign in on the web

This helps determine whether the issue is account‑level or app/device‑specific.

• Open a browser on your desktop or a mobile browser in desktop view and go to https://outlook.live.com
• Open an InPrivate / Incognito window
• Try signing in only on the web first (do not open the mobile app yet)
  • If web sign‑in fails > the issue is likely account/security related
  • If web sign‑in works > the issue is likely with the Outlook apps

2, Check for a security verification loop

If you see behavior like:

• being sent back to the sign‑in page,
• repeated prompts to verify identity,
• or no clear error message,

this can indicate a temporary security hold after a password reset.

In this situation, you should:

• Wait at least 24 hours without further sign‑in attempts
• Then try again using one device only, starting with web sign‑in

3, If web sign‑in works, reset the Outlook mobile app connection

Only do this after web access is confirmed.

• Open Outlook mobile > Go to Settings > select your account
• Tap "Delete Account" > Restart the phone
• Add the account back and sign in again

Please feel free to let me know how it goes. I truly appreciate your patience and understanding.

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Answer 2

Hello! Are you seeing any specific error message when you try to sign in, or does it loop back to the sign in page?

Answer 3

Follow these steps in order, trying to sign in after each major step:

1. Use the Microsoft sign-in helper
   • Go to the sign-in page and choose the Microsoft personal account option.
   • Use the Sign-in Helper tool: it will ask for the email address or phone number used to sign in, check the details, and either show what is wrong or guide through self-help steps.
   • Link: Sign-in Helper tool
2. Confirm the username and password are correct
   • Make sure the correct email domain is used (for example, outlook.com, hotmail.com, live.com, or country variants like .co.uk).
   • Carefully retype the email name (for example, rachel vs rachael).
   • If the email is not recognized, try another alias or phone number on the same account.
   • If the username or password still does not work, use Recover your account to reset the password again: Recover your account.
3. If the password “stopped working” on all devices
   • Follow the guidance in My username and password have stopped working:
     1. Start from Recover your account and complete the full reset flow (security code, verify identity, set a new password).
     2. After setting a new password, wait a short time and then sign in again on one device first (web browser), then add it back to Outlook apps.
4. If sign-in fails specifically in Outlook mobile apps
   • Make sure the latest Outlook for Android/iOS is installed: download the latest version.
   • If this started after changing the primary alias on an Outlook.com account, remove and re-add the account in the Outlook mobile app:
     1. Open Outlook mobile → Settings.
     2. Select the affected account → Delete Account.
     3. Add the account again; the correct settings will be imported.
   • If recurring password prompts appear, updating to the latest app version usually resolves security-standard changes.
5. If the account still cannot be accessed
   • Use the general Microsoft account recovery guidance:
     • If the password is forgotten: follow Reset your password.
     • If the password is known but not accepted: use the Sign-in Helper tool.
     • If the username is not recognized: see My username has stopped working.
   • If sign-in is blocked due to too many attempts or suspicious activity, wait at least 24 hours without trying again, then retry using the helper tools and recovery options.
6. Contact support if recovery fails
   • For Outlook.com and Microsoft account sign-in issues, use the support options described in I can't sign in to my Microsoft account and After I changed my primary alias on my outlook.com account, I can't log back in.
   • In Outlook mobile, go to Settings → Help & Feedback → Contact Support to reach Outlook support from within the app.

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References:

• I can't sign in to my Microsoft account
• My username and password have stopped working
• Can't sign in to the Outlook mobile app
• After I changed my primary alias on my outlook.com account, I can't log back in
• Why can't I log in to my Outlook account? - Microsoft Q&A
• Cannot log in Outlook. - Microsoft Q&A
• Unable to change password in my Outlook - Microsoft Q&A
• Can't sign in to my email - Microsoft Q&A
• I need to speak with a real person and it seems impossible. - Microsoft Q&A