Can’t log in

If the new phone is stuck in an authentication loop, the supported next steps depend on the account type:

1. Microsoft personal account
   • Use the Microsoft sign-in helper tool to identify the sign-in problem and get the required recovery steps.
   • If Outlook mobile keeps prompting repeatedly, install the latest Outlook mobile app version.
2. Work or school account
   • If self-service password reset is allowed, use the reset page.
   • If not, contact the Microsoft 365 admin or technical support. For business or Exchange-based accounts, admin help may be required.
3. If the issue is in Outlook mobile after changing phones
   • In Outlook, go to Settings.
   • Select the affected account.
   • Select Delete Account.
   • Re-add the account so the correct settings are imported again.
4. If the new phone must be added to MFA
   • Go to the Additional security verification page.
   • Remove the old phone entry from Security info.
   • Select Add sign-in method and add the new phone.
   • Install the Microsoft Authenticator app on the new device if needed.
5. If Outlook on Android fails to add or sync a Microsoft 365 account
   • Turn off power-saving mode.
   • Disable power optimization for Authenticator or Company Portal.
   • Open Authenticator/Company Portal before opening Outlook.
   • On Huawei devices, check Phone Manager > Auto-launch > Secondary launch management > Enable Authenticator/Company Portal.

If the account is a non-Microsoft account such as Gmail, Yahoo, or iCloud, sign-in issues must be handled with that email provider.

References:

• 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
• Use a screen reader to set up and troubleshoot multifactor authentication
• Failed to add Microsoft 365 account or cannot sync new messages with your existing Microsoft 365 account?
• Can't sync calendar and contacts with my phone or tablet