Repeated Solving the Puzzle when signing in

The library’s shared network may be triggering Microsoft’s security checks, so complete the sign-in on your own phone using cellular data; the library cannot safely disable the puzzle, and it may continue on that public network.

Complete the security check

1. Stop retrying temporarily. Repeated failed attempts can cause additional security checks.
2. On your personal phone, turn Wi-Fi off so it uses cellular data.
3. Open a regular browser window—not Incognito or InPrivate—because the security check relies on cookies and other browser data.
4. Ensure cookies and JavaScript are enabled, temporarily disable content blockers or VPNs, and sign in to your Microsoft account.
5. Complete the puzzle or verification once. Microsoft specifically recommends another device and network when security checks repeatedly fail. ^1^

A public library’s shared IP address can be associated with unusual traffic from many users. Microsoft may also request verification when it sees a new device or location. ^2^

When using the library computer

After completing verification on your phone:

1. Open an InPrivate/Incognito window on the library computer.
2. Sign in to Outlook.com.
3. When finished, select your profile picture and Sign out.
4. Close every private-browser window.

Private browsing is important on a shared computer because it prevents the next user from accessing your mailbox or retained browsing information. ^3^

The puzzle may still appear on the library network. Avoid choosing “stay signed in,” saving the password, or asking library staff to weaken browser security settings.

If the puzzle continues everywhere

If it also repeats on your personal device and cellular connection:

• Wait a while before another attempt; repeated attempts can prolong the checks.
• Use Microsoft’s guided sign-in tool under Can’t sign in → Start. ^4^
• If that does not resolve it, select Contact Support from the security-check support page. Support can troubleshoot access, but agents cannot bypass account security or alter account details. ^1^

References

1. How to fix 'Let's help you move forward' error | Microsoft Support
2. What happens if there's an unusual sign-in to your account | Microsoft Support
3. How to sign in to Hotmail | Microsoft Support
4. Get help with your Microsoft account