Unable to sign into outlook account

STUART PARSONAGE 0 Reputation points
2026-10-01T17:38:45.79+00:00

Hi, i'm finding it impossible to sign into my other outlook account. I have tried every reset but still can't get into my account.. The fault code given makes no sense because if that was the problem i wouldn't be able to log into this account. I have reset my password and had a code sent to me, but neither have worked. This seems to happen with only my other account once every 4 months or so.

Outlook | Windows | Classic Outlook for Windows | For home
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  1. Vikki-T 11,245 Reputation points Microsoft External Staff Moderator
    2026-10-02T07:01:38.3566667+00:00

    Hi STUART PARSONAGE,

    Since you can sign in to one account normally, while the problem repeatedly affects only the other account, it would be helpful to determine whether the failure is happening at the Microsoft account level or only within classic Outlook.

    Please try signing in to the affected account directly at Outlook.com using a private browser window. If that also fails, please share the exact error message or error code shown after entering the new password, and let me know whether the error appears before or after the verification step. You may post a screenshot, but please hide the full email address, verification codes, and recovery details.

    If the account works on Outlook.com but not in classic Outlook, close Outlook, open Control Panel > Credential Manager > Windows Credentials, and remove only the saved Microsoft Office or Outlook credentials associated with the affected account. Then restart the computer and add the account to Outlook again.

    As the password has already been reset successfully, I would avoid repeating another reset for now. Instead, run the Microsoft account Sign-in Helper with the affected address, as it checks that specific account and provides the relevant path based on its current sign-in status.

    Please also confirm whether both accounts are personal Outlook.com accounts, and whether the same failure occurs on another browser or device. These details will help separate an account-specific restriction from a locally cached Outlook sign-in problem. Thank you so much for your understanding.     

    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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  2. AI answer

    2026-10-01T17:39:03.47+00:00

    For an Outlook.com account, the fastest path is to use the Sign-in Helper. It checks the account details entered and tells what action is needed.

    Since the password was already reset and a verification code was received, but sign-in still fails, use this recovery path:

    1. Go to Recover your account.
    2. Enter the email address, phone number, or Skype name for the affected account.
    3. Make sure the email domain is correct, such as .com vs .co.uk, and check for spelling differences in the account name.
    4. If the email is not recognized, try another alias or phone number that is on that account.
    5. Choose where to receive the security code, select Next, enter the requested information, and select Send code.
    6. Enter the code in Verify your identity.
    7. Set a new password.

    If verification codes are being sent to another Microsoft email account such as @outlook.com, @hotmail.com, @live.com, or @msn.com, use two private browsing windows so both accounts stay signed in at the same time:

    1. Open a private/InPrivate browser window and sign in to the account that is requesting the code.
    2. Keep that window open.
    3. Open a second private/InPrivate window.
    4. Sign in to the alternate email account that receives the code.
    5. Copy the code back to the first window and complete verification.

    If the account shows messages like "We couldn't find an account with that username" or the username is no longer recognized, use the Sign-in Helper. If the username still is not found after recovery attempts, contact support and report that the username has stopped working.

    If the account has not been signed in to for more than two years, it may have been deleted and cannot be reopened.

    Microsoft support agents cannot send password reset links or change account details directly.

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

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