Problems signing into email account using app on Mac

Hi Barbara Kaplan,

I understand you want to speak with a real person, and I can see why this is frustrating. I reviewed the Q&A Assist reply, and the support paths it mentioned are generally valid. If you have already tried that answer, please let me know.

If you would like support here in the community, please explain the specific issue in a bit more detail.

• What exactly happens when you try to sign in to the account in Outlook for Mac?
• When you say you cannot “delete my email app,” do you mean removing the email account from Outlook for Mac, or uninstalling the Outlook app from the Mac?
• Is this an Outlook.com/Hotmail/Live personal account, or a third-party account such as Gmail or another provider?

If you need direct assistance from Microsoft Support, live chat is a supported channel for personal users through the support contact page. Please follow these steps to reach them:

1, Visit the Microsoft Support contact page: Contact - Microsoft Support  

2, In the search bar provided on the page, type "Outlook issue" and press Enter.  

3, Click on the "Get Help" button that appears.  

4, Scroll down the page until you see and click on the "Contact Support" option.  

5, When prompted to select your product or service, choose "Other Products".  

6, For the category, choose "Outlook".  

7, Look for and click on "Chat with a support agent in your web browser".  

8, Confirm your personal email when prompted - this is the email Microsoft will use to communicate with you during and after the support session.  

9, When connected, clearly explain your situation. Be concise but include all relevant details  

Please also note that this is a user-to-user forum, so contributors here can guide you with supported steps, but cannot access your Mac, your mailbox, or Microsoft’s back-end systems directly.

I hope this helps.

To speak to a person about problems signing into an Outlook/Hotmail account on a Mac, use one of these supported options:

1. Use Outlook.com in a browser to reach Outlook.com support (if able to sign in)
   1. Go to Outlook.com and sign in.
   2. Select Help on the top menu, then Help again.
   3. In the Search Help box, type the issue (for example, “sign-in problem on Mac app”) and press Return.
   4. If the suggested answers do not help, scroll to the bottom of the Help pane and under Still need help? select Yes.
   5. Choose the option to chat with a support agent in your web browser if it is offered for the region. This connects to a real support agent.
2. Use Outlook.com Help when having scam/draft or mailbox issues
   • The same Help pane flow above is also how to reach a live chat agent for Outlook.com issues such as scam drafts or mailbox problems, as confirmed in the Outlook.com support guidance.
3. Use the Get Help / Contact Support flow for Microsoft account & sign‑in issues
   • For account access problems (password, verification codes, recovery), support can be reached via the general Microsoft Support contact flow described in the Microsoft Q&A answers:
     1. Go to the Contact Support site.
     2. Choose Microsoft account & billing (or similar), then a topic such as Password reset or account recovery.
     3. Follow the prompts until the option appears to Chat with a support agent in your web browser or request a callback, depending on region.
4. If using Outlook for Mac (desktop app) and it opens
   • Outlook for Mac has an in‑app support channel:
     1. In Outlook for Mac, go to Help > Contact Support.
     2. Select Continue to allow collection of Outlook logs.
     3. Enter name, email, and a description of the sign‑in problem, then select Start Conversation to chat with support.
   • If Contact Support does not appear, it may be disabled by policy or unavailable in the tenant/region, as documented in the Outlook for Mac support article.

If none of these options are available (for example, cannot sign in anywhere and the app will not open), the remaining path is to use the Microsoft account recovery and support contact flows in a browser (with any working Microsoft account) and request help for account recovery/sign‑in.

References:

• How to get support for Outlook.com
• Contact support within Outlook for Mac
• Need to speak to a agent I am getting pop up draft scam emails - Microsoft Q&A
• Can't sign in to my email - Microsoft Q&A
• I need to speak with a real person and it seems impossible. - Microsoft Q&A
• How do I get a live person at Microsoft.? - Microsoft Q&A
• I need to talk to someone!! - Microsoft Q&A