outlook desktop sign in issue

AKSHAY C 0 Reputation points
2026-11-12T10:03:22.05+00:00

not able to sign in to outlook desktop only to web i am able to log in

Outlook | Windows | New Outlook for Windows | For home
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  1. GsN5034 - IA 79,510 Reputation points Independent Advisor
    2026-11-12T10:39:24.63+00:00

    Hello,

    1. Is the affected email address for a personal Microsoft account (e.g., ending in @outlook.com, @hotmail.com, @gmail.com that you created for services like Skype or Xbox) or a work/school account provided by an organization (e.g., ******@company.com)?
    2. Do you get any error code or message when signing in to the new Outlook for Windows app with your Microsoft account?

    Since you can sign in to your account on Outlook.com but not on the desktop app, we need to determine whether it is a work or personal account. If it is a work account, your organization’s policies may restrict sign-in through desktop apps. If it is a personal account, the error message you receive should help me identify the cause of the issue.

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  2. AI answer

    2026-11-12T10:03:43.72+00:00

    If Outlook on the web works but Outlook desktop does not, use this order:

    1. Confirm the account type and sign in path
      • For a work or school account, sign in at Microsoft365.com or outlook.office.com and complete any two-factor authentication prompts.
      • If the wrong account type is being used, sign out and sign in again with the correct account.
    2. If Outlook desktop shows “You can't sign in here with a personal account. Use your work or school account instead.”
      • This is a known issue that was fixed in Version 2303 Build 16227.20202 and higher.
      • Update Outlook/Microsoft 365 Apps to a build at or above that version.
      • If the fix is not yet available in the current Office update channel, a workaround exists by turning off Support Diagnostics.
      • Warning: the workaround requires a registry change and disables the in-app Contact Support option until it is removed.
    3. If Outlook desktop shows “Something Went Wrong [1001]”
      • This can be related to unsupported roaming of sign-in/token data under %localappdata% or certain identity-related registry keys.
      • As a workaround, use Outlook Web Access (OWA), Office web apps, or mobile apps.
      • If the issue continues, the tenant admin should open a support ticket in the Microsoft 365 Admin Portal and include MSOAID logs.
    4. Try the browser-based sign-in flow first, then reopen Outlook desktop
      • Sign in successfully in a browser.
      • Close Outlook completely.
      • Reopen Outlook and try signing in again.
      • If Outlook prompts to add the account again, remove the existing account and add it back.
    5. Create a new Outlook profile if the desktop app is still stuck
      • Open Control Panel.
      • Select Mail.
      • Select Show Profiles.
      • Select Add and create a new profile.
      • Add the email account and set Always use this profile.
    6. If the desktop sign-in keeps failing while web sign-in works
      • Check that the email address is entered with the exact casing previously used for sign-in.

    References:

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

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