how to fix outlook when getting error code 965(ya) when you open it?

Question

How to fix issue when getting following error code when opening Outlook -

Correlation Id: 22c1f8bb-6560-6d49-9441-6001e4de4cc0

Timestamp: 2026-07-30T12:13:23.000Z

DPTI: e312fdef7ebad1b4d413ecd209319de7df5fa5396f3940a1b668aa7fd03d18e8

Message: The credential is invalid.

Tag: 965ya

Code: 0

Answer 1

Hi,

Based on the error details, this typically indicates that Outlook was unable to authenticate using the current cached credentials or sign-in token, rather than an issue with the Outlook application itself.

Could you please try the following?

1. Quit Outlook completely and reopen it.
2. Sign out of your Microsoft 365 account in Outlook, then sign back in.
3. If the issue persists, open Keychain Access on your Mac and remove any saved Microsoft/Office/Outlook identity or token entries, then launch Outlook again and sign in. Microsoft also recommends clearing cached identity information when authentication problems occur on Office for Mac. (What to try if you can't install or activate Office for Mac | Microsoft Support)

If you’re still unable to sign in, could you let me know:

• Does the same account work in Outlook on the web (https://outlook.office.com)?
• Is this affecting only your account or multiple users in your organization?
• Did this start after a password change, MFA change, or device replacement?
• Which macOS version and Outlook version are you using? (Outlook > About Outlook)

That information will help determine whether this is a local credential cache issue or an organization-side authentication problem.