You can't sign in to Office 365

Article ID: 2412085 - View products that this article applies to.

Not sure what release of Office 365 you're using? Go to the following Microsoft website:
Am I using Office 365 after the service upgrade?
(http://office.microsoft.com/redir/HA103982331.aspx)
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PROBLEM

You can't sign in to one or more of the following Microsoft Office 365 services:
  • Exchange Online (for example, Microsoft Outlook, Microsoft Outlook Web App, Windows Mobile devices, or Microsoft Entourage)
  • SharePoint Online
  • Lync
  • Office 365 portal
  • Windows Azure Active Directory Sync Tool
When you try to sign in to one of the services, the user name and password aren't accepted, and you may receive one of the following messages:
  • The email address or password is incorrect. Please try again.
  • You've tried to sign in too many times with an incorrect email address or password.
  • Your credentials could not be authenticated. Retype your credentials and try again.
  • Unable to connect to Microsoft Online Services. Please verify your account by signing in to the Office 365 portal.
  • Connecting to remote server failed with the following error message: Access is denied.
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CAUSE

This issue occurs if the conditions for signing in to Office 365 aren't met. To sign in to Office 365, the following conditions must be met:
  • The Office 365 subscription isn't expired.
  • The user account is enabled.
  • The user account isn't locked out.
  • The correct user name and password are used.
  • The password isn't a temporary password. (This issue may occur if the user account is a new account or if the password was recently reset.)
  • The password isn't expired.
  • The user isn't blocked from signing in to Office 365.
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SOLUTION

To troubleshoot this issue, follow the steps for the scenario that applies to you.

Scenario 1: New user accounts, recent password reset, expired password

Sign in to the Office 365 portal (https://portal.microsoftonline.com
(https://portal.microsoftonline.com)
), and then, when you are prompted, change your password.

Scenario 2: An incorrect user name or password is used

Check whether the user name is correct and entered correctly. An Office 365 admin can reset your password.

Scenario 3: You have more than one Office 365 account

If you are using more than one Office 365 account in a web browser, follow these steps:
  1. Clear the cache in the web browser, delete Internet cookies, and then try to sign in again.
  2. Try to sign in to the Office 365 portal from another computer or by using a different web browser.

Scenario 4: The account is locked out

To determine whether an account is locked out, sign in to the Office 365 portal (https://portal.microsoftonline.com
(https://portal.microsoftonline.com)
). You may receive a message that resembles the following:
You've tried to sign in too many times with an incorrect email address or password.
To resolve this issue, use one of the following methods:
  • Wait 15 minutes, and then try again.
  • Have the Office 365 admin reset the password. This unlocks the account.
  • If you are signing in by using an incorrect password on a mobile device, update your password to the correct password on the mobile device.
Be aware of the following password lockout policies:
  • After 10 unsuccessful sign-in attempts with an incorrect password, you will have to solve a CAPTCHA as part of the sign-in process.
  • After another 10 unsuccessful sign-in attempts with an incorrect password and after you correctly solved the CAPTCHA, you'll be locked out for 15 minutes.
  • Additional sign-in attempts with an incorrect password results in an exponential increase in the lockout time period.

Scenario 5: You can sign in to some services but can't sign in to other services

Office 365 admins should make sure that the account has the appropriate license for the requested service in the Office 365 portal.

Scenario 6: You are blocked from signing in to Office 365

To resolve this issue, the Office 365 admin can unblock the user. Office 365 admins can do this manually by using the Office 365 portal. Or, Office 365 admins can use the Windows Azure Active Directory Module for Windows PowerShell.
Unblock the user by using the Office 365 portal
To manually unblock the user by using the Office 365 portal, follow these steps:
  1. Sign in to the Office 365 portal (https://portal.microsoftonline.com
    (https://portal.microsoftonline.com)
    ), and then click Admin.
  2. In the left navigation pane, do one of the following:
    • In Office 365, click Users and Groups.
    • In Office 365 pre-upgrade, click Users.
  3. In the list of users, click the user name.
  4. Click Settings, under Set sign-in status, click Allowed, and then click Save.
Unblock the user by using the Windows Azure Active Directory Module for Windows PowerShell
To unblock the user by using Windows Azure Active Directory Module for Windows PowerShell, follow these steps:
  1. Click Start, click All Programs, click Windows Azure Active Directory, and then click Windows Azure Active Directory Module for Windows PowerShell.
  2. Type the following commands, and press Enter after you type each command:
    $creds = Get-Credential
    Connect-MsolService –Credential $creds

    Set-MsolUser -UserPrincipalName <user@contoso.com> -blockcredential $False
    Note The <user@contoso.com> placeholder represents the sign-in address of the user.

Additional troubleshooting

Office 365 admins should make sure that the account exists within the Office 365 portal and that the account is enabled.

If you forgot your password and need help, see the following Microsoft Knowledge Base article:
2606983
(http://support.microsoft.com/kb/2606983/ )
An Office 365 user or an Office 365 administrator forgot his or her password
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REFERENCES

The Windows PowerShell commands that are mentioned in this article require the Windows Azure Active Directory Module for Windows PowerShell. For more information about Windows Azure Active Directory Module for Windows PowerShell, go to the following Microsoft website:
Manage Windows Azure Active Directory by using Windows PowerShell
(http://aka.ms/aadposh)
To connect with other people in the Office 365 community, get help, and learn more about Office 365 through forums, blogs, and wikis, go to the Office 365 Community
(http://community.office365.com/)
website.
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Still need help? Go to the Office 365 Community
(http://community.office365.com/)
website.
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Properties

Article ID: 2412085 - Last Review: May 15, 2013 - Revision: 29.0
Applies to
  • Microsoft Office 365 for enterprises (pre-upgrade)
  • Microsoft Office 365 for small businesses  (pre-upgrade)
  • Microsoft Office 365 for education  (pre-upgrade)
  • Microsoft Office 365
  • Windows Azure Active Directory
Keywords: 
o365 o365a o365e o365p o365022013 after upgrade o365062011 pre-upgrade o365m KB2412085
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