Apr 16, 2018 Step 1: Clear the Auto Recovery folder. Try to clear the Auto Recovery folder. To do this, follow these steps: On the Go menu, click Home. Open Documents. Open Microsoft User Data. Open the Office Autorecovery folder. Note You do not have to delete files in this folder. 2014-4-29 I am setting up Office 365 for my grandfather. I downloaded it on his work laptop and signed into his Microsoft account perfectly fine. I then downloaded it onto his desktop without any issues, but it won't let me sign him in. Sign in to Office or Office 365 from a desktop application or your web browser. OneNote 2013 Project Professional 2019 Excel 2016 Excel 2019 for Mac OneNote for Mac PowerPoint 2019 for Mac Word 2019 for Mac Word 2016 Outlook 2016 PowerPoint 2016 Publisher 2016 Access 2016 Project. If you're already signed in with your Microsoft account.
Note
Office 365 ProPlus is being renamed to Microsoft 365 Apps for enterprise. For more information about this change, read this blog post.
Symptoms
Note
Don't use this article if you use a Microsoft account to sign in.
You can't sign in to Microsoft Office 365, Microsoft Azure, or Microsoft Intune. You might be trying to sign in by using a portal such as https://login.microsoftonline.com. Or, you might be trying to sign in by using a non-browser–based app, such as one of the following:
- Office apps, such as Outlook, Word, Excel, and PowerPoint
- Office apps on mobile devices, such as Office Mobile, Teams, and Microsoft OneDrive for Business (formerly Microsoft SkyDrive Pro)
- Azure Active Directory Sync
- Azure Active Directory Module for Windows PowerShell
- Dynamics CRM
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Cause
The following conditions might cause this issue:
- Your subscription has expired.
- Your user account is not enabled.
- You're locked out from your user account.
- You tried to sign in with the wrong user name and password.
- The password you tried to sign in with is temporary and expired. (This might happen if your user account is new or your password was recently reset.)
- Your password has expired.
- You're blocked from signing in.
- If you're a federated user, single sign-on is not working.
Resolution
To resolve this issue, follow these steps.
Step 1: Sign in to the portal
- If you're using Office 365 or CRM Online, go to https://portal.office.com.
- If you're using Azure, go to https://manage.windowsazure.com/?whr=azure.com.
- If you're using Intune, go to https://manage.microsoft.com.
Step 2: Use the solution that's appropriate for your sign-in experience
You can sign in to the portal
If you can sign in to the portal, but you can't sign in to a non-browser–based app, such as an Office app or an app on your mobile device to check email, follow these steps:
- Work with your admin to make sure that you have the correct licenses applied to your account.
- If you're enabled for multi-factor authentication, make sure that you have set up app passwords. For more information about multi-factor authentication, see Manage your settings for two-step verification.
- If you use a mail app such as Outlook, and if you're a federated user, see Federated users can't connect to an Exchange Online mailbox.
- For more information about how to troubleshoot sign-in issues that use non-browser–based apps, see How to troubleshoot non-browser apps that can't sign in to Office 365, Azure, or Intune.
You can't sign in to the portal
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If you can't sign in to the portal, use one of the solutions in the following table, as appropriate for your situation.
| Error or description | Solution |
|---|---|
| We don't recognize this user ID or password. Make sure you typed the user ID assigned to you by your organization. It usually looks like someone@example.com or someone@example.onmicrosoft.com. And check to make sure you typed the correct password. | To resolve this issue, see 'We don't recognize this user ID or password' error when a user tries to sign in to the Office 365 portal . |
| You've tried to sign in too many times with an incorrect user ID or password. | After 10 unsuccessful sign-in attempts (wrong password), the user is locked out for one minute. Subsequent incorrect sign-in attempts will lock out the user for increasing durations. To resolve this issue, do one of these methods: 1. Try again. You will have to enter a random set of letters and number as part of the sign-in process. 2. Update your password on all devices that connect to your account. 3. Reset your password. |
| It looks like your account has been blocked. Please contact your admin to unblock it. | To resolve this issue, see 'It looks like your account has been blocked' error when a user tries to sign in to Office 365. If the issue still occurs, use one of these methods: 1. Wait 15 minutes, and then try again. 2. Have your admin reset the password. This unlocks the account. |
| Sorry, that didn't work. This doesn't look like a valid user ID. Make sure you typed the user ID assigned to you by your organization. It usually looks like someone@example.com or someone@example.onmicrosoft.com. | To resolve this issue, see 'This doesn't look like a valid user ID' error when a user tries to sign in to Office 365. |
| You're automatically signed in as a different user. | If you're using more than one user account in a web browser, try one of these methods: 1. Sign out of the portal. 2. Clear the cache in the web browser, delete Internet cookies, and then try to sign in again. |
| You see a correlation ID that resembles 'Correlation ID:ac5d279c-cf72-5073-278e-a5b2b0c8a4bc' | Contact Microsoft Technical Support. |
| You're asked to change your password. | Your password may be temporary or your password has expired. If you're prompted, change your password. |
| Sorry, but we're having trouble signing you in. Please try again in a few minutes. If this doesn't work, you might want to contact your admin and report the error: <error code> | To resolve this, see 'This doesn't look like a valid user ID' error when a user tries to sign in to Office 365. |
| You don't see any of the previous error messages, and the website address doesn't start with https://login.microsoftonline.com. | You may be a federated user. Work with your company admin, and see How to use Remote Connectivity Analyzer to troubleshoot single sign-on issues for Office 365, Azure, or Intune and A federated user is prompted unexpectedly to enter their work or school account credentials. |
| Sorry! We can't process your request. Your session is invalid or expired. There was an error processing your request because your session is invalid or expired. Please try again. | To resolve this issue, see 'Sorry! We can't process your request' error when you try to set up security verification settings for Azure Multi-Factor Authentication . |
| We did not receive the expected response. Please try again. | To resolve this issue, see 'We did not receive the expected response' error message when you try to sign in by using Azure Multi-Factor Authentication. |
| We didn't receive a response. Please try again. | To resolve this issue, see 'We didn't receive a response' error message when you try to sign in by using Azure Multi-Factor Authentication. |
| Sorry, our account verification system is having trouble. This could be temporary, but if you see it again, you might want to contact your admin. | To resolve this issue, see 'Account verification system is having trouble' error message when you try to sign in by using a work or school account. |
Still need help? Go to Microsoft Community or the Azure Active Directory Forums website.