Trouble signing in to emails

Follow these steps depending on the type of account and how sign-in is failing.

1. If using a work or school account (Microsoft 365)

• If multiple sign-in attempts have already been made, Microsoft Entra multifactor authentication may be temporarily blocking more attempts.
  • Wait and try again later, or use a different MFA method if one is configured (for example, a different phone number or method).
  • If sign-in still fails, contact the organization’s IT administrator and ask them to:
    • Check Microsoft Entra sign-in logs for blocked or unusual activity.
    • Reset or reconfigure multifactor authentication methods for the account.

2. If using Outlook mobile and can’t sign in

• For a Microsoft personal account (for example, Outlook.com/Hotmail):
  • Use the sign-in helper tool to diagnose and fix most sign-in issues: Start.
  • If prompted repeatedly for a password, install or update to the latest Outlook mobile app: download the latest version.
• For a work or school account:
  • If self-service password reset is allowed, reset the password at Reset password, then sign in again and complete MFA.
  • If self-service reset is not allowed, contact the organization’s IT admin to reset the password and MFA.

3. If locked out because of Microsoft Authenticator on a work/school account

• If there is any alternative sign-in method (SMS, phone call, backup email, hardware token), use that method when prompted instead of the Authenticator app.
• If no alternative method works or Authenticator is the only method:
  • Contact the organization’s Microsoft 365/Entra administrator.
  • Ask them to open Microsoft Entra admin center, go to Users > All users, select the account, open Authentication methods, and choose Require re-register multifactor authentication so MFA can be set up again on the device.

4. If seeing unrequested prompts from Authenticator

• If an “Are you trying to sign in?” prompt appears that was not initiated, always select Deny.
• If this happens repeatedly, contact the IT admin (for work/school) or review security info for the personal Microsoft account and remove any unknown devices or methods.

If none of the above paths work, contact the appropriate support:

• For personal Microsoft accounts and Outlook.com access issues, use the support options under Account & Billing Help or Still need help? as described in the Outlook.com support article.
• For work or school accounts, contact the organization’s Help desk or IT support and reference that multifactor authentication or Authenticator is blocking access.

References:

• Common problems with two-step verification for a work or school account
• 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
• Using Outlook mobile to sign in
• Does your app support 2-step authentication / verification for Gmail and Google Apps?
• Can't sign in to Outlook with Outlook.com account
• Can't sign in to my email - Microsoft Q&A
• Unable to change password in my Outlook - Microsoft Q&A
• Authenticator app not sending code to my email - Microsoft Q&A
• Cannot log in Outlook. - Microsoft Q&A
• Microsoft authenticator sending me into a spiral - Microsoft Q&A