Outlook on the web · Sign-in error
Outlook says "something went wrong, we can't sign you in right now"
Nine times out of ten this is a browser, cache or account-state hiccup - not a lost account. Try a different browser or a private window, clear Outlook's cookies, and check your PC clock is set automatically. Here's the full fix, in plain English, and we can sort it remotely in minutes if you'd rather we just did it. Rated 4.9 on Google.
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The short answer
Why Outlook says it can't sign you in right now
The message "Something went wrong and we can't sign you in right now" almost always points to something on your side of the connection rather than a problem with your actual account. The three usual culprits are a browser storing a stale sign-in cookie, a full or corrupted cache, or a PC clock that has drifted - and a wrong time quietly breaks the two-factor step that Microsoft uses to verify you.
Less often it's a genuine account-state issue: the account has been locked after too many wrong passwords, or Microsoft 365 is having a service wobble. The good news is that every one of these is quick to check, and none of them means your email has gone anywhere - your messages are safe on Microsoft's servers the whole time.
Work through the steps below in order. Most people are back in by step three.
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Do these in order
How to fix it, step by step
Start with the fastest checks first - a fresh browser window rules out most cases in seconds.
- Open a private window. In Edge press Ctrl+Shift+N for an InPrivate window; in Chrome the same keys open Incognito. Go to outlook.com and sign in. A private window ignores your saved cookies, so if it works here the problem is cached data.
- Try a different browser. If you normally use Edge, try Chrome (or vice-versa). If the second browser signs in cleanly, the first one is holding a bad cookie.
- Clear Outlook's cookies and cache. In your normal browser open Settings, find "Clear browsing data", tick Cookies and other site data and Cached images and files, then clear. Close the browser fully and reopen it. If you'd rather not clear everything, you can instead remove just the cookies for microsoft, live and outlook under Settings > Privacy > Cookies and site data.
- Check your PC clock is automatic. Right-click the clock in the taskbar, choose Adjust date and time, and turn on Set time automatically and Set time zone automatically. A clock that's even a few minutes out will break two-factor sign-in.
- Check Microsoft's service health. Search "Microsoft 365 service status" - if Microsoft is reporting an outage, the fault is at their end and you just need to wait.
- Reset your password if the account is locked. If you've had several failed attempts, Microsoft may have locked the account. Go to the Microsoft account recovery page and reset the password, then sign in with the new one.
On the desktop Outlook app the same error usually clears once you remove the old saved credentials - see the FAQ below.
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Frequently asked
Have I lost my emails if Outlook can't sign me in?
No. With a Microsoft 365, Outlook.com or Exchange account your mail lives on Microsoft's servers, not on your PC. A sign-in error only blocks the door - the moment you get back in, everything is exactly where you left it. Nothing is deleted by this error.
Why does a wrong PC clock stop me signing in?
Two-factor and modern sign-in use time-sensitive security tokens. If your computer's clock is more than a few minutes out, Microsoft's servers reject those tokens as expired or not-yet-valid, and you get the "can't sign you in" message. Turning on "Set time automatically" fixes it in seconds.
I get the same error in the desktop Outlook app - what do I do?
Close Outlook, open the Windows Credential Manager (search for it in the Start menu), go to Windows Credentials, and delete any entries with "MicrosoftOffice" or "Outlook" in the name. Reopen Outlook and sign in fresh - it rebuilds a clean credential and the error usually goes. Your mailbox re-connects to the server, so no email is lost.
How do I know if it's a Microsoft outage rather than my PC?
If a private window and a second browser both fail with the same error, and your clock is correct, check the Microsoft 365 service status page. If Microsoft is reporting a sign-in or Exchange incident, the problem is theirs - there's nothing to fix on your side, just wait for the all-clear.
Do I need to reinstall Outlook to fix this?
Almost never. Reinstalling is a last resort and rarely the actual cause. A private window, cleared cookies, a correct clock and (on the desktop) cleared saved credentials solve the vast majority of these errors without touching your installation.
Can you just fix it for me?
Yes. Call 365 Techies on 01202 775566 and we'll fix it remotely, usually within minutes. We connect with Splashtop so you watch every step on your own screen, we phone you first, and access ends the second we're done. We're Windows and Android specialists based in Bournemouth.
Still stuck on the sign-in screen?
Call 365 Techies on 01202 775566. We watch, we phone you first, and access ends the moment it's fixed - usually within minutes.
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