Outlook fix — all versions

Outlook says your password is wrong but it's correct

If Outlook on the web lets you in with the same password, your desktop Outlook is holding an old, stale credential. Clearing it in Windows Credential Manager fixes this in a couple of minutes — here's exactly how, and we're a phone call away if you'd rather we just did it for you.

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Why this happens

Your password is fine — Outlook just cached an old one

This is a common Outlook problem, and the good news is your account is almost certainly healthy. When your password keeps getting rejected even though it's definitely correct, the culprit is usually a stale saved credential stored by Windows itself, not by your email provider.

Windows keeps a hidden vault of saved passwords called Credential Manager. When you change your Microsoft or email password (or your provider quietly rotates the security token behind the scenes), the old entry can get stuck in that vault. Outlook keeps handing the old password to the server, the server keeps saying "no", and you're stuck in a password prompt that won't accept the right password no matter how carefully you type it.

Prove it in 30 seconds: open a web browser and sign in to your mailbox online — outlook.com for a Microsoft account, or your provider's webmail. If your password works there, the account and password are fine, and the problem is inside the desktop app. (One exception: Virgin Media email needs a separate Virgin Media Mail app password in email programs, so Outlook will reject your normal password even though webmail accepts it.) That's the case we're fixing below.

// WINDOWS PCS ONLY

We do not support Outlook on Apple Macs, iPads or iPhones. Apple does not allow our remote-support tool to take control of an iPad or iPhone (an Apple restriction), and our remote support covers Windows PCs only. On an Apple device, Microsoft’s own Outlook help is the place to start.

// FIX IT WITH ME · STEP BY STEP

Fix it with me, one step at a time

The steps from this guide, one at a time, in the order that fixes the most cases fastest. Tell it what happened and it shows the next step. Nothing here leaves your device.Last reviewed 10 October 2026

Checking which Windows you have…STEP 1 OF 5
  1. 01Confirm the password works online

    Sign in to your mailbox in a web browser (outlook.com or your provider's webmail). If your password works there, the problem is inside the desktop app, not your account.

    Is it working now?

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The fix

Clear the stale credential and sign back in

Follow these in order. None of them delete your emails — your mail lives on the server and simply re-downloads.

  1. Close Outlook completely. Right-click the taskbar, choose Task Manager, and if Outlook is still listed, select it and click End task so it fully shuts down.
  2. Open Windows Credential Manager. Click Start, type Credential Manager, and open it. Click Windows Credentials.
  3. Remove the Outlook and Office entries. Scroll to Generic Credentials and look for anything starting with MicrosoftOffice, Outlook, OneAuth, or MicrosoftAccount. Click each one, then click Remove. Removing these only clears the saved password — it does not touch your emails.
  4. Restart your PC. A quick reboot makes sure nothing is still holding the old credential in memory.
  5. Open Outlook and sign in fresh. When it asks for your password, type it carefully and tick Keep me signed in if offered. Outlook stores a new, correct credential and the loop is gone.

If your provider uses 2-step verification (many Microsoft, Gmail and Yahoo accounts do), your normal password may be rejected by the desktop app. For a modern account, Outlook will usually pop up a browser sign-in window and ask you to approve it on your phone — complete that and you're in. On older setups that can't show that window, Gmail and Yahoo still accept an app password instead, but Outlook.com and Hotmail need a newer Outlook that shows the browser sign-in.

Finally, an out-of-date Office can keep failing to authenticate the modern (OAuth) way. In Outlook go to File > Office Account > Update Options > Update Now, let it finish, then restart. This keeps Outlook on modern authentication, which providers now require.

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// GOOD QUESTIONS

Frequently asked

Why does Outlook say my password is wrong when I know it's correct?

Usually because Windows has cached an old password in Credential Manager and keeps sending it to the server. Your real password is fine — proving it by signing in to your webmail confirms this. Removing the stale Outlook and Office entries from Windows Credentials, then signing in fresh, fixes it.

Will clearing Credential Manager delete my emails?

No. Credential Manager only stores saved passwords, not mail. Your emails live on the mail server and re-download to Outlook automatically after you sign back in. Nothing is lost.

I have 2-step verification switched on — why won't my password work in Outlook?

When 2-step (two-factor) verification is enabled, the desktop app usually opens a browser sign-in window and asks you to approve it on your phone rather than accepting your typed password. On older setups that can't show that window, Gmail and Yahoo accept an app password instead; Outlook.com and Hotmail need a newer Outlook with the browser sign-in.

Does this fix work for Outlook 365, classic Outlook and new Outlook?

The Credential Manager fix applies to any version of Outlook on Windows, because the stale credential is stored by Windows itself, not by a particular Outlook version. The steps are the same across Outlook 365, classic Outlook and new Outlook.

I cleared the credentials and it still won't accept my password — what now?

Next check that Windows date and time are set automatically, update Office so it uses modern authentication, and confirm the password really works in webmail. If it still loops, an antivirus or firewall may be blocking the Microsoft sign-in. Call 365 Techies on 01202 775566 and we'll sort it remotely, usually within minutes.

Can 365 Techies fix this remotely?

Yes. We connect with your permission, you watch the whole time, we phone you first, and access ends the moment it's fixed. We clear the stale credential, re-sign your account and confirm your mail is flowing again — normally within minutes.

// Still stuck?

Still being asked for a password you know is right?

Call 365 Techies and we'll clear the stale credential and sign you back in remotely — usually within minutes. We phone first, you watch the whole time, and access ends the moment it's fixed.

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