I am unable to sign into my account

Sign in to the personal Microsoft account in a browser first; this determines whether the problem is with the account or only the New Outlook app.

1. Test the account in a browser

1. Open a browser and go to account.microsoft.com.
2. Enter the Outlook.com, Hotmail, or Live address and password.
3. Note whether the account opens or record the exact error displayed.

Microsoft documents this as the sign-in method for personal Microsoft accounts.^1^

2. If browser sign-in fails

Use the Microsoft account sign-in helper. Enter the affected email address or phone number and follow the indicated recovery steps. The tool checks for account problems and provides the applicable action.^2^

Outlook.com support cannot directly change account details or restore access when sign-in is unavailable, so the sign-in helper is the supported recovery route.^3^

3. If browser sign-in succeeds

The account is accessible, so repair Outlook (new):

1. Close Outlook.
2. Select Start > Settings > Apps > Installed apps.
3. Find Outlook (new).
4. Select the More (…) button > Advanced options.
5. Select Repair, then try opening Outlook again.
6. If it still does not open, return to the same page and select Reset. You may need to add the account again afterward.^4^

If Outlook remains unresponsive:

1. Right-click Start and select Task Manager.
2. Select Microsoft Outlook > End task.
3. Reopen Outlook.
4. If it still fails, uninstall new Outlook for Windows, restart the PC, and reinstall it from Microsoft Store.^5^

Do not use Classic Outlook procedures such as Safe Mode, /resetnavpane, SCANPST, or creating a Control Panel mail profile for this New Outlook issue; the Classic Outlook diagnostic troubleshooter does not apply to New Outlook.^6^

References

1. How to sign in to a Microsoft account | Microsoft Support
2. Microsoft account sign-in helper | Microsoft Support
3. How to get support for Outlook.com | Microsoft Support
4. [Windows 11](https://support.microsoft.com/windows/apps/repair-apps-and-programs-in-windows#summary)
5. Outlook for Windows not responding, hangs, freezes, or stops working | Microsoft Support
6. Outlook crashes or stops responding when used with Office 365 | Microsoft Support