Can't Sign In to Outlook?

Outlook keeps rejecting your password or saying your account is locked. Here's how to get back in.

1. Confirm your email address is right

Microsoft accounts include addresses ending in @outlook.com, @hotmail.com, @live.com, @msn.com, or any custom domain on Microsoft 365. If you have multiple Microsoft accounts, make sure you're signing in with the right one.

2. Type your password into Notes first

Open Notes (or any text app), type your password where you can see it, check for typos, then copy and paste into Outlook.

Common issues:

• Caps Lock on
• Number 0 vs letter O
• Number 1 vs lowercase L
• Extra space from autocomplete

3. Reset your password

1. Go to account.microsoft.com
2. Click Sign in, enter your email
3. Click Forgot password?
4. Microsoft sends a code to your alternate email, phone, or authenticator app
5. Enter the code, set a new password

4. If your account is locked

Microsoft locks accounts after multiple failed sign-in attempts or suspicious activity from a new location.

To unlock:

1. Go to account.live.com/Abuse
2. Enter your email
3. Verify your identity (phone code, alternate email, security info)
4. Wait for Microsoft to unlock (usually quick, sometimes 24 hours)

5. If you don't have recovery info

If you set up the account years ago and don't remember the recovery phone or alternate email:

1. Go to account.live.com/acsr
2. Fill out the Account Recovery form
3. Microsoft asks questions only the real owner would know: previous passwords, contacts you email often, subscriptions, payment info
4. Submit. Microsoft reviews (usually 1-3 days) and sends results to a different email you provide.

Be patient and honest on the form. Better to say "I don't know" than guess wrong.

6. If the desktop Outlook app won't sign in but outlook.com works

Modern Microsoft 365 and Outlook require an App Password if you have older Outlook desktop versions:

1. Go to account.microsoft.com/security
2. Advanced security options
3. Create a new App Password
4. Use that App Password in the desktop Outlook (not your regular password)

Or upgrade to the latest Outlook (new Outlook app from the Microsoft Store on Windows).

7. After you're back in

1. Update your alternate email and recovery phone
2. Enable two-step verification
3. Generate backup codes and save them
4. Check "Recent activity" for sign-ins you don't recognize. Sign out unknown devices.
5. Use a password manager for your new password

Video walkthrough

Video by Microsoft Support on YouTube