Unable to access my email

Di Brown 0 Reputation points
2026-09-12T20:50:36.4266667+00:00

I don't seem to be able to get into my email account. I am prompted to a password but the email password doesn't work. I have then tried to use the forgotten password procedure - this just takes me to another screen - I seem to need the password for something else but cannot find it in my settings.

Any pointers would be welcomed.

Outlook | Web | Outlook.com | Email
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  1. Chloe-V 12,710 Reputation points Microsoft External Staff Moderator
    2026-09-13T03:19:23.28+00:00

    Hi @Di Brown

    I’m sorry to hear that you’re unable to access your email account.

    To help us identify which password is being requested, could you please confirm:

    • Is this a personal Microsoft account such as Outlook.com or Hotmail, or a work/school account?
    • Does the password prompt appear on the Outlook website, Outlook desktop app, or a mobile Mail app?
    • If possible, please share a screenshot of the screen you are redirected to, making sure to hide any personal information.

    Once we have these details, we can guide you through the appropriate recovery steps.

    Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.  

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