Unable to log into to view emails

Question

Hi,

I am not able to log in to see my emails from my laptop. I use this device all the time. I am able to see my emails from my mobile though. I have attached the error message.

My registered email address is [Moderator note: PII removed]@gmail.com

Please revert soonest possible.

Thank you.

Regards

Adeline

Answer 1

Please note that our forum is a public platform, and we will modify your question to hide personal information in the description. Kindly ensure that you hide such details the next time you post to protect personal data.

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Hi Adeline Goh,

I understand how frustrating it is to not be able to open mail on your laptop, especially since it works on your phone. Also, more details would be really helpful, but I don’t see the actual error message attached here yet, so can you resend it?

I’ve started the Private Message, so please share it there if the screenshot/error contains any personal details. While waiting for the updates, I do have some suggestions so you can narrow this down quickly:

1. Determine where the issue occurs: Are you trying to open your email in a web browser (like Edge/Chrome), or an app (like Outlook or Mail)?
2. Identify if it’s a browser issue: by pressing Ctrl + Shift + N to open an InPrivate/Incognito window and try signing in there.
3. Check if it’s a saved credential issue if it’s an app:
   1. Remove the account from the app > add it again > sign in fresh and check if you receive mails
   2. Open Settings > Apps > Installed apps > find the app > Advanced options / Modify > Repair / Reset
   3. Reinstall the application if the fixes above make no changes.
4. Try switching to another network (for example, mobile hotspot)

Once you share the exact error message, we can work together to find an exact solution instead of general checks.

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Answer 2

Thanks for sharing the information, Adeline Goh.

The key detail is that your account is trying to access Outlook through Microsoft 365, and the session is being blocked during authentication. The most likely cause is a stale or blocked sign-in session on the laptop. Let’s try:

1 - Sign out and clear cached credentials

• Close Outlook completely > press Win + S > find Credential Manager
• Go to Windows Credentials > Remove anything related to:
  • Outlook / Office / MicrosoftOffice
  • Anything mention your @gmail.com
• Restart the laptop, then open Outlook and sign in again.

2 - Try signing in via browser

• Open Edge or Chrome (or the browser you use)
• Press Ctrl + Shift + Del > clear cookies/cache data
• Go to Outlook on the web (https://outlook.office.com)
• Sign in with the same gmail account > make sure it works.

3 - Re-add the account in Outlook

• Open Outlook > File > Account Settings
• Remove the account > add it again fresh
• If it doesn’t work, open Settings > Accounts:
  • Your accounts
  • Accounts and emails
  • Access work or school
• Remove all instances of your email there.
• Go to Passkeys, if you see one > remove it.
• Still in Settings > Apps > Installed apps > M365 or Outlook
• Click three-dot > Advanced options > Terminate > Repair > Reset.

If after all this you still get the same error screen, then it’s likely a conditional access or account policy issue. In that case, you might need to reach out to support for backend verification.

Answer 3

Follow these steps on the laptop that cannot access email:

1. If using Outlook.com in a browser
   • Try signing in again after closing all browser windows.
   • If that fails, open a private/incognito window in the browser and try to sign in there.
   • Clear the browser cache and cookies, then try again.
   • Disable browser extensions (especially ad blockers, VPN/proxy add‑ons), then retry.
   • If Outlook.com works in private/incognito mode but not normal mode, keep extensions disabled or reset the browser settings.
2. If using Outlook mobile but not Outlook on the laptop
   • Confirm that the account password used on the laptop matches the current password. If the password was changed recently, update it on the laptop.
   • If sign‑in still fails, use the Microsoft account sign‑in helper to diagnose and fix account sign‑in issues: use the Microsoft account sign-in helper.
3. If the account is a Microsoft personal account and sign‑in is blocked
   • If you see messages about too many incorrect attempts or unusual activity, wait at least 24 hours without further sign‑in attempts, then try again.
   • If the account might be blocked, follow the steps in Unblock my Outlook.com account from the Outlook.com help page referenced below.
4. If the account is a non‑Microsoft account (for example, Gmail) added into Outlook
   • Verify that the Gmail username and password are correct.
   • If Outlook shows a message like “Please check your email and password and try again,” re‑enter the correct credentials.
   • If problems persist, sign in directly to Gmail in a browser to confirm the account works, then remove and re‑add the Gmail account in Outlook.

If none of these steps resolve the issue, use the Outlook.com help entry point to get guided support and, if needed, escalate to support from there.

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References:

• Can't sign in to the Outlook mobile app
• Can't send or receive email in Outlook.com
• [Exchange] Why do I get the message "Please check your email and password and try again"?
• Can't log into Hotmail on Firefox anymore - Microsoft Q&A
• Why can't I log in to my Outlook account? - Microsoft Q&A
• Can't sign in to my email - Microsoft Q&A