Cannot Sign In

Erick Kauffman 0 Reputation points
2026-09-15T15:44:23.08+00:00

Why am I getting the message "There was an issue looking up your account. Tap Next to try again." when the email is correct?

Microsoft 365 and Office | Subscription, account, billing | For home | Windows
0 comments

1 answer

Sort by: Newest
Most helpful Newest Oldest
  1. SD - IA 179.4K Reputation points Independent Advisor
    2026-09-15T16:20:34.9366667+00:00

    Hi Erick,

    I wonder if your account was hacked or compromised.

    Can you sign in using the phone number associated with the account?

    Forgotten your Microsoft account username

    https://support.microsoft.com/en-us/accounts-billing/manage/forgotten-your-microsoft-account-username

    How to check if your email address is a Microsoft account

    https://support.microsoft.com/en-us/accounts-billing/manage/how-to-check-if-your-email-address-is-a-microsoft-account

    My username and password have stopped working

    https://support.microsoft.com/en-us/accounts-billing/manage/my-username-and-password-have-stopped-working

    I look forward to hearing from you to get the results of the troubleshooting.

    Was this answer helpful?

    0 comments

Your answer

Answers can be marked as 'Accepted' by the question author and 'Recommended' by moderators, which helps users know the answer solved the author's problem.