Can't log in to your computer or Microsoft 365

Step-by-step troubleshooting

1. 1

   Check what you are typing

   Turn off Caps Lock, type your full email address (not just your first name), and re-type the password rather than pasting it. Try typing the password into a plain text field first to confirm it is what you expect.

2. 2

   Confirm the device has internet

   Microsoft 365 sign-in needs a working connection. Open any website. If nothing loads, fix the connection first — see the internet troubleshooting article.

3. 3

   Check your MFA device

   Make sure your phone has signal or Wi-Fi, the Authenticator app is open, and the phone's clock is set to automatic time. A clock that has drifted will produce codes that are rejected.

4. 4

   Stop after three attempts

   Repeated failures lock the account for a period and reset the timer each time. If two or three attempts have failed, stop and contact us so we can unlock and reset properly.

5. 5

   Try a second device or the web

   Sign in at office.com from your phone or another computer. If that works, the problem is the computer or a cached credential, not your account — tell us that when you log the ticket.

6. 6

   Restart and try once more

   Choose Restart (not Sleep or closing the lid), wait for the login screen, and try a single time. A restart clears expired login tokens and stuck cached credentials.