Login issue with Outlook

Question

Login issue with Outlook

Kelly Tosh 5

I've been away for a couple of weeks and now can't login to Outlook.
It keeps saying Sign in failed. Something went wrong while setting up your account. Please try again.

Troubleshooting Details as below:
{"SessionId":"<Moderator's note: Personal Identifiable Information removed>","Timestamp":Moderator's note: Personal Identifiable Information removed>,"Error":"INTERACTIONREQUIRED"}

I've tried everything I can find online and nothing works.

Please help!

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1 answer

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Answer 1

Liora 1,630 Independent Advisor

Dear @Kelly Tosh,

I hope you’re having a good day.

The error: "INTERACTIONREQUIRED"

typically indicates that Outlook is unable to complete the authentication process and requires additional user interaction before a valid sign-in token can be obtained. This can occur if your organization recently enabled or changed MFA requirements, Conditional Access policies, or if the authentication tokens stored on the device are no longer valid.

Before suggesting more specific troubleshooting steps, could you please clarify:

Is this a work/school account or a personal Microsoft account?
Are you able to successfully sign in via Outlook on the web at: https://outlook.office.com

Since you tagged the question as For business, if this is a work or school account, I would also recommend checking with your Microsoft 365 administrator to confirm that:

Your account is still active and licensed.
No recent MFA or Conditional Access changes have been applied to your account.
There are no sign-in restrictions or authentication prompts that require your attention.

If you’re unsure who your administrator is, this article may help: How do I find my Microsoft 365 admin?

The result of the web sign-in test will help determine whether the issue is related to the account itself or specifically to New Outlook on your device.

I hope this helps point us in the right direction.

Warm regards,

If the answer is helpful, please select "Yes, accept answer". If you have any questions or new updates, please feel free to comment below.

Kelly Tosh 5 Reputation points

2026-08-31T09:57:31.96+00:00

Hi @Liora
Thanks for this information.
To clarify this is my personal account that I use for my business.
I am trying to get the Windows Outlook app to login (maybe this isn't the right place to find the answer I need?)
I am able to login to webmail on a browser.
Liora 1,630 Reputation points Independent Advisor

2026-09-01T04:32:46.9966667+00:00
Hi Kelly,Thank you for the clarification. That's actually very helpful.

Since you're able to sign in successfully through Outlook on the web, this suggests that your account and mailbox are working correctly. The issue appears to be specific to New Outlook for Windows on your device rather than the account itself.

I would recommend trying the following steps:

Remove and re-add the account in New Outlook

If the account appears in New Outlook:

Open New Outlook.

Go to Settings > Accounts > Email accounts.

Remove the affected account.

Close and reopen Outlook.

Add the account again.

Sign out of Microsoft accounts in Windows

Sometimes a stale authentication token can cause sign-in failures.

Open Settings > Accounts > Email & accounts.

Under Accounts used by other apps, remove any entries associated with the affected Microsoft account.

Restart the computer.

Try adding the account to New Outlook again.

Clear stored credentials

Open Credential Manager > Select Windows Credentials.

Remove any Outlook, Office, Microsoft 365, or Microsoft Account entries related to this account.

Restart Windows and test again.

Reset the New Outlook app

Open Settings > Apps > Installed Apps.

Locate Outlook (new).

Select Advanced options.

Try Repair first.

If the issue remains, try Reset.

Test on another device

If possible, try signing in to New Outlook on a different Windows computer.

If it works there, the issue is likely specific to the current Windows profile or device.

If it fails on multiple devices, we may need to investigate the account sign-in flow further.

I hope this help,

Kind regards.
Liora 1,630 Reputation points Independent Advisor

2026-09-03T05:44:40.3866667+00:00

Hi Kelly Tosh,

I hope you're having a great day.

I'm following up to see if you've made any progress with this issue or if there are any updates you'd like to share.

Wishing you all the best, and I look forward to hearing from you.

Kind regards.
Kelly Tosh 5 Reputation points

2026-09-04T01:56:37.2433333+00:00

@Liora I've tried all those except logging in on a different computer as I don't have access to another computer at the moment.

Still no luck

It's weird because when I open Outlook the inbox flashes up but then it goes to the screen that says You need to sign in. Nothing I've tried has fixed it.
While I was away my microsoft account renewed automatically so could this have caused the problem?
Liora 1,630 Reputation points Independent Advisor

2026-09-04T11:19:50.4066667+00:00

Hi Kelly,

Thank you for the update.

The fact that you can still access Outlook on the web is actually a good sign, as it suggests that your Microsoft account, mailbox, and subscription are all functioning correctly. Because of that, I would not expect the recent subscription renewal by itself to be the cause of this behavior.

Since you've already tried the common troubleshooting steps and the issue persists, the next useful test would be to sign in to New Outlook on another Windows device when you have the opportunity. If the account works there, the issue is likely specific to the current Windows profile or device. If the same error occurs on another device, that would point more toward an account-specific authentication issue.

If the problem continues, I would recommend contacting Microsoft Support directly, as further investigation may require sign-in diagnostics and authentication logs that aren't available through the community forum.

You can contact Microsoft Support here: https://support.microsoft.com/contactus

I hope you're able to get this resolved soon.
Kelly Tosh 5 Reputation points

2026-09-05T01:18:36.0233333+00:00

@Liora Thanks for your help.
I think I have found a solution.
I used a gmail account so I could login to outlook with that to then access the outlook settings which allowed me to edit the settings for the bigpond account. A bit of a work around but it seems to have worked
Liora 1,630 Reputation points Independent Advisor

2026-09-06T12:21:38.31+00:00

Hi Kelly,

Thank you for coming back and sharing the outcome.

That's excellent news! I'm glad you were able to find a workaround and regain access to your account.

Thank you as well for posting the solution. It may be very helpful for other users who encounter a similar situation where New Outlook becomes stuck in a sign-in loop even though web access continues to work.

Kind regards.