Cannot contact support for issue with outlook 365 on macos from help button

Jerry Winfield 0 Reputation points
2026-09-11T13:24:54.96+00:00

I am having to reenter my outlook 365 password several times a day. My Macos is up to date, along with the office updates. The help button for support is not working.

Outlook | MacOS | New Outlook for Mac | For home
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  1. AI answer

    2026-09-11T13:25:09.1433333+00:00

    If Help > Contact Support is not working in Outlook for Mac, check these items first:

    1. Confirm Outlook is on a supported build The Contact Support feature requires Outlook for Mac version 15.34 (170515) and later. For the specific error “Failed to create customer support ticket”, Outlook should be build 16.85.24051214 or higher.
    2. Confirm macOS is supported If Contact Support fails with “Failed to create customer support ticket”, this is expected on an unsupported macOS version. Microsoft supports the three most recent major versions of macOS.
    3. Check privacy settings required for Contact Support In Outlook, open:
      • Outlook > Preferences > Privacy
      • On macOS Ventura or later: Outlook > Settings > Privacy
      Then verify:
      • Connected experiences are enabled
      • Send Additional diagnostics and usage data to Microsoft is enabled
      If these options are missing, they may be controlled by admin policy.
    4. If selecting Contact Support does nothing, reset Apple Keychain
      • Close Outlook and other Office apps.
      • Open Keychain Access from Spotlight.
      • In the menu bar, select File > Lock All Keychains.
      • Then select File > Unlock Keychain “login.”
      This can restore Outlook’s ability to store credentials and allow Contact Support to work.
    5. Check whether Contact Support is unavailable by design The option may not appear or may not work if:
      • connected experiences are disabled
      • optional diagnostics data is disabled
      • the free version of Outlook is being used
      • an IT policy disabled Contact Support
      • in-app support is unavailable for certain Microsoft 365 tenants in some countries or regulatory agencies

    For the repeated password prompts, the Keychain step is directly relevant because Outlook uses Apple Keychain to store credentials. If Contact Support currently does nothing, resetting the keychain lock/unlock state is the documented step.

    References:

    AI-generated content may be incorrect. Read our transparency notes for more information.

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  2. John Jefferson Doyon 86,990 Reputation points Independent Advisor
    2026-09-11T14:06:20.3033333+00:00

    Hi, @Jerry Winfield

    This forum is public, if you like to continue with MS support please try live chat using this link: https://support.microsoft.com/home/contact

    Since you’re already here, just to check:

    Repeated password prompts in New Outlook for Mac can happen if the saved sign-in credentials are no longer being accepted correctly.

    If you haven't already, please test your account in Outlook on the web: https://outlook.live.com/mail

    If you can sign in there normally and it does not keep asking for the password, the issue is likely with Outlook on the Mac rather than the account itself.

    You can also completely quit Outlook, restart the Mac, then open Outlook again and check if the prompts return.

    If the issue still persists, to help narrow down the issue:

    1. Is this a personal Microsoft 365 account, or a work/school account?
    2. When Outlook asks for the password, do you see any error message or error code after entering it?
    3. Does this happen only in Outlook, or do Word, Excel, or other Microsoft 365 apps also ask you to sign in again?

    Click "Add comment" to let me know.

    Thanks!

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