cant sign in to hotmail/outlook on Android or iPhone

Question

Microsoft keeps forcing a lengthy authentication, including password reset and then only works on a desktop, not on phone.

Phone keeps stating that we signed in with the wrong password too many times.

When reloading the new password, it states 'not able to authenticate'

Answer 1

Hi Diner,

I understand how disruptive this is, especially when you can sign in on a desktop but not on your phone.

When a Microsoft account sees unusual sign-in activity, it may require extra verification or temporarily restrict sign-ins on certain devices. This can make mobile sign-in show messages like “wrong password too many times” or “not able to authenticate” even after you reset the password, while the desktop browser sign-in still works. https://support.microsoft.com/en-us/office/how-to-sign-in-to-hotmail-c378938b-c0eb-40c1-b99e-338dd9e776a8

Please note this is a user-to-user forum, so contributors here can’t check or change the security status of your account from the back end. The steps below are the reliable self-checks and the supported path to reach Microsoft if the account needs a direct review.

1. Update the Outlook mobile app to the latest version, then try signing in again. Recurring sign-in prompts can happen after security standards change, and installing the newest version is the recommended first step.
2. If you recently changed the password, remove the account from Outlook mobile and add it back so the app picks up fresh sign-in settings. https://support.microsoft.com/en-us/office/set-up-email-in-the-outlook-for-android-app-886db551-8dfa-4fd5-b835-f8e532091872
3. Use the Microsoft account Sign-in Helper to check what the system detects for your account and follow the guidance shown there. https://support.microsoft.com/en-us/account-billing/i-can-t-sign-in-to-my-microsoft-account-475c9b5c-8c25-49f1-9c2d-c64b7072e735

If the issue only happens on a phone and persists after the steps above, contact Microsoft Support so the account can be reviewed directly. Please follow below steps to reach a live chat agent:

1. Visit the Microsoft Support contact page: Contact - Microsoft Support  
2. In the search bar provided on the page, type "Outlook issue" and press Enter.  
3. Click on the "Get Help" button that appears.  
4. Scroll down the page until you see and click on the "Contact Support" option.  
5. When prompted to select your product or service, choose "Other Products".  
6. For the category, choose "Outlook".  
7. Look for and click on "Chat with a support agent in your web browser".  
8. Confirm your personal email when prompted - this is the email Microsoft will use to communicate with you during and after the support session.  
9. Explain your situation clearly: Be concise but provide all the relevant details.    

I hope this helps you get mobile access working again.