logging in to my school account

Nguesaan, Philipa (Student - New Road Academy) 20 Reputation points
2026-08-09T16:40:28.95+00:00

Sorry we couldn't log you in

We couldn't find an account that matched your email address

You are trying to login with the following details

Email address:

email [Moderator note: Personally Identifiable Information removed]

School name:

school Wrong school?

Account type:

Unknown

Microsoft 365 and Office | Subscription, account, billing | For education | Other
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Answer accepted by question author
Kai-L 19,140 Reputation points Microsoft External Staff Moderator
2026-08-09T17:00:07.1333333+00:00

Dear Philipa,

Looking at the error, this is coming from Sparx Learning, which is a third-party platform your school uses, rather than from Microsoft directly. The message means your email address has not been found in Sparx's own system, so unfortunately this is not something that can be resolved from the Microsoft side.

The quickest route would be to speak with your teacher or your school's IT support, as they can check whether your account has been set up correctly in Sparx and correct it if needed. If you don't know who your IT administrator is, please refer to this article: How do I find my Microsoft 365 admin? - Microsoft Support 

I hope you get this sorted quickly. Please let me know if you need anything else.

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  1. AI answer

    2026-08-09T16:40:43.6733333+00:00

    That error usually means the sign-in is using the wrong account type or the wrong email address.

    1. Verify whether the email address is a work or school account.
      • Go to https://myaccount.microsoft.com and try to sign in with the school email address.
      • If the account is valid, that portal is used to manage a work or school account.
    2. Check whether the email address is actually a personal Microsoft account instead.
      • Go to https://account.microsoft.com and enter the same email address.
      • If a password prompt appears, the address is a Microsoft account.
      • If the message says the account does not exist, that address is not a Microsoft account.
    3. If a prompt appears asking “Which account do you want to use?”, choose Work or school account.
      • The same email address can exist as both a personal Microsoft account and a work or school account.
    4. If the school service requires a school account, do not use a personal Microsoft account for that sign-in.
      • Microsoft states that trying to use a Microsoft account to sign in to a business service results in an error.
    5. If the school email still is not found, use the school’s correct assigned email address.
      • Sign-in problems commonly happen when the account used is different from the one associated with the service.
    6. If the school account password is the issue, use the work or school password reset page if self-service reset is enabled by the school: https://passwordreset.microsoftonline.com/
      • If self-service reset is not enabled, contact the school IT administrator.
    AI-generated content may be incorrect. Read our transparency notes for more information.

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