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

Note Don't use this article if you use a Microsoft account to sign in.

You can't sign in to Microsoft Office 365, Microsoft Azure, or Windows Intune. You may be trying to sign in by using a portal such as https://login.microsoftonline.com. Or, you may be trying to sign in by using a non-browser–based app, such as but not limited to the following:
  • Office apps, such as Outlook, Word, Excel, PowerPoint, and OneNote
  • Office apps on mobile devices, such as Office Mobile, Lync, and Microsoft OneDrive for Business (formerly Microsoft SkyDrive Pro)
  • Azure Active Directory Sync
  • Azure Active Directory Module for Windows PowerShell
  • Dynamics CRM

CAUSE

This issue occurs if the conditions that are required to sign in aren't met. The following conditions must be met: 
  • Your 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.
  • You're not blocked from signing in.
  • If you're a federated user, single sign-on (SSO) is working.

SOLUTION

To resolve this issue, follow these steps.

Step 1: Sign in to the portal

Step 2: Use the solution that's appropriate for your sign-in experience

What happened?

You can sign in to the portal

If you can sign in to the portal, but you can't sign in to a non-browser–based app, such as an Office app or an app on your mobile device to check email, follow these steps:
  1. Work with your admin to make sure that you have the correct licenses applied to your account.
  2. If you're enabled for multi-factor authentication, make sure that you have set up app passwords. For more information about multi-factor authentication, see Managing your Azure Multi-Factor Authentication User Settings.
  3. If you use a mail app such as Outlook, and if you're a federated user, see the following Microsoft Knowledge Base article:
    2466333 Federated users can't connect to an Exchange Online mailbox
  4. See the following Microsoft Knowledge Base article for more information about how to troubleshoot sign-in issues that use non-browser–based apps:
    2637629 How to troubleshoot non-browser apps that can’t sign in to Office 365, Azure, or Windows Intune

You can't sign in to the portal

If you can't sign in to the portal, use one of the solutions in the following table, as appropriate for your situation.

Collapse this tableExpand this table
Error or descriptionSolution
We don't recognize this user ID or password

Make sure you typed the user ID assigned to you by your organization. It usually looks like someone@example.com or someone@example.onmicrosoft.com. And check to make sure you typed the correct password.
To resolve this issue, see the following Microsoft Knowledge Base article:
2853347 "We don't recognize this user ID or password" error when a user tries to sign in to the Office 365 portal
You've tried to sign in too many times with an incorrect user ID or password.
This issue occurs if you tried to sign in by using the wrong password 10 times.

To resolve this issue, use one of the following methods:
  • Try again. You will have to enter a random set of letters and number as part of the sign-in process.
  • Update your password on all devices that connect to your account.  
It looks like your account has been blocked

Please contact your admin to unblock it.
To resolve this issue, see the following Microsoft Knowledge Base article:
2742372 "It looks like your account has been blocked" error when a user tries to sign in to Office 365
If the issue still occurs, use one of the following methods:
  • Wait 15 minutes, and then try again.
  • Have your admin reset the password. This unlocks the account.
Sorry, that didn't work

This doesn't look like a valid user ID. Make sure you typed the user ID assigned to you by your organization. It usually looks like someone@example.com or someone@example.onmicrosoft.com.
To resolve this issue, use the following Microsoft Knowledge Base article:
2844931 "This doesn't look like a valid user ID" error when a user tries to sign in to Office 365
You're automatically signed in as a different user.If you're using more than one user account in a web browser, try one of the following methods: 
  • Sign out of the portal.
  • Clear the cache in the web browser, delete Internet cookies, and then try to sign in again.
You see a correlation ID that resembles the following:
Correlation ID: ac5d279c-cf72-5073-278e-a5b2b0c8a4bc
Contact Technical Support.
You're asked to change your password. Your password may be temporary or your password has expired. If you're prompted, change your password.
Sorry, but we're having trouble signing you in

Please try again in a few minutes. If this doesn't work, you might want to contact your admin and report the following error: <error code>
To resolve this, see the following Microsoft Knowledge Base article:

2615736 "Sorry, but we're having trouble signing you in" error when a user tries to sign in to Office 365, Azure, or Windows Intune 
You don't see any of the previous error messages, and the website address doesn't start with https://login.microsoftonline.com.You may be a federated user. Work with your organization admin, and see the following Microsoft Knowledge Base articles:
  • 2650717 How to use Remote Connectivity Analyzer to troubleshoot single sign-on issues for Office 365, Azure, or Windows Intune
  • 2535227 A federated user is prompted unexpectedly to enter their credentials when they access an Office 365 resource
Sorry! We can’t process your request. Your session is invalid or expired.

There was an error processing your request because your session is invalid or expired. Please try again.
To resolve this issue, see the following Microsoft Knowledge Base article:

2909939 "Sorry! We can’t process your request” error when you try to set up security verification settings for Azure Multi-Factor Authentication
We did not receive the expected response. Please try again.
To resolve this issue, see the following Microsoft Knowledge Base article:

2834968 "We did not receive the expected response" error message when you try to sign in to your organizational account by using Azure Multi-Factor Authentication
We did not receive a response. Please try again.
To resolve this issue, see the following Microsoft Knowledge Base article:

2834965 "We did not receive a response" error message when you try to sign in to your organizational account by using Azure Multi-Factor Authentication
Sorry, our account verification system is having trouble. This could be temporary, but if you see it again, you might want to contact your admin.
To resolve this issue, see the following Microsoft Knowledge Base article:

2834966 "Account verification system is having trouble" error message when you try to sign in to your organizational account by using Azure Multi-Factor Authentication

Still need help? Go to the Office 365 Community website or the Azure Active Directory Forums website.

Properties

Article ID: 2412085 - Last Review: July 9, 2014 - Revision: 42.0
Applies to
  • Microsoft Azure
  • Microsoft Office 365
  • Windows Intune
  • CRM Online via Office 365 E Plans
  • Microsoft Azure Recovery Services
  • Office 365 User and Domain Management
  • Office 365 Identity Management
Keywords: 
o365 o365a o365e o365p o365022013 o365m KB2412085

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