Mobile does not sync with Laptop emails

Hi @George Vasdekys.

Are you able to login now?

Yes but do you mean with my troublesome phone? or laptop?

I mean on your new Samsung phone.

My phone is on and connected to wifi bit with no sim card but can insert one if you wish

That's fine, just the wifi is enough. If you have done the process I provided and the issue still persists, you can open a support ticket via Admin Center. The support team will be able to help you further.

If you are using Chrome:

1. Open Chrome.
2. Enable Allow third-party cookies.
3. Clear browser cache and cookies.
4. Update:
   • Chrome
     • Microsoft Authenticator
       • Outlook
         • Android System WebView
         1. Restart the device.
5. Retry the sign-in process.

I tried what you suggested but no success though I admit i find it all confusing....I then tried the link to Admin Centre but sign in will not accept my pass key as it says it is a personal account so I cannot set up a ticket....I am going crazy that I can not access my Office 365 Account for which I pay a lot of money....I have no idea what to do next- please help as the tech problems are way too complicated for me.....

What message do you see when you sign in Admin Center? 1 or 2?

1:

2:

Next, there's a few points I need your verification:

Do you purchase the business subscription and set up by yourself or does someone help you set up the business subscription?

Do you have any welcome email when first purchased the subscription? Try to find it in your mailbox.

Do you own the domain salisburyjones.com?

I believe it was message 2 - I attach a copy of the email text confirming the latest renewal of my subscription which I have had at least since 2018 and recently added Copilot for an additional £20 per month

-Your purchase of Microsoft 365 Premium has been processed**Thanks for subscribing to Microsoft 365 Premium. We’re happy you’re here.

We've charged GBP 89.99 to MasterCard [Moderator note: Personally Identifiable Information removed]. For a complete breakdown of charges, see your order details.

*Starting Monday, March 22, 2027, your payment of GBP 189.99 including taxes will be charged to MasterCard *[Moderator note: Personally Identifiable Information removed] automatically every 1 year.

Discover benefits > Install Office > Subscription Information Subscription: Microsoft 365 Premium Order Number: [Moderator note: Personally Identifiable Information removed]

Plan Price: GBP 189.99 including taxes/1 year Renewal Date: March 22, 2027 Additional details on refunds for Microsoft subscription services When you made your subscription purchase above, we provided you with immediate access to your subscription service. You may exercise your right to cancel for this purchase by managing your subscription or contacting support to receive a refund under the following conditions: You will receive a refund of your most recent recurring billing charge if you cancel your subscription and request a refund within 30 days after being charged. This refund right is limited to one time per Microsoft Account, per subscription product. Note: for customers in Europe, the Microsoft contracting entity is Microsoft Ireland Operations Limited, One Microsoft Place, South County Business Park, Leopardstown, Dublin 18, D18 P521, Ireland. Did you find this email helpful? Yes No Dates are displayed per Coordinated Universal Time. Order date may vary based on your location. Privacy Statement Microsoft Corporation, One Microsoft Way, ​Redmond, WA 98052​ Microsoft

I did not set up the Office 365 myself but the person who did has long since stopped advising me on IT -Well not sure if I own the domain but pay a regular amount to [Moderator note: Personally Identifiable Information removed] and see information below:

Hi,

*We're writing in regards to your domain(s) set to be auto-renewed with payment made from Credit Card ***** [Moderator note: Personally Identifiable Information removed]**.

Your Auto-Renewal Summary Renewal Date Jan 13, 2026 Order Number [Moderator note: Personally Identifiable Information removed]

Transaction ID [Moderator note: Personally Identifiable Information removed]

User Name [Moderator note: Personally Identifiable Information removed]

Address [Moderator note: Personally Identifiable Information removed]

*Payment source Credit Card ***** [Moderator note: Personally Identifiable Information removed]

Initial Charge $18.68 Final Cost $18.68 Total Refund N/A Refund Transaction ID N/A Refunded to N/A Auto-Renew Product(s) Product Renewal Duration Price salisburyjones.com 1 year $18.48 ICANN Fee $0.20

After checking your domain, I see that the domain salisburyjones.com is still tied to a business tenant. I assume you previously purchased a business subscription.

Now you have another personal subscription (M365 Premium) with the same address, it could indicate the conflict between personal and business subscription.

What you can do now is to contact Microsoft support and ask them to remove the salisburyjones.com domain out of the business tenant.

Please visit the following page and reach out to phone number via: Customer service phone numbers - Microsoft Support

From what I know, you will need to get past the initial AI system to reach the live support team. You can refer to the guide below for tips on how to get through more easily:

If you have tried phone support and it's not working, please follow this link to create a trial tenant: https://www.microsoft.com/en-us/microsoft-365/business/microsoft-365-business-basic?msockid=3eb6980b5c6860e63a588d0c5d1761d6 - after that you will be able to access to Microsoft 365 Admin Center to raise the ticket

Assuming that you have already created an account after registering a free trial and you can go to Microsoft 365 admin center and click "Help & support" icon to raise your ticket.      

Please describe your situation and proof that you are the owner of the domain and request for the removal.

Once the domain is removed, please remember to cancel the subscription afterward to avoid any related charges. 

Afterwards, you can try to log in again on your Samsung.

Jayden- thank you for your continued support and efforts to assist me in resolving this problem which are greatly appreciated. I shall follow the steps you suggest though I am not confident I shall succeed as i do not fully understand your instructions and unclear what subscription you are referring to should be cancelled? The Microsoft or the Namecheap subscription? What puzzles me is why my previous mobile is still working well and syncing my emails and I have had no problems with my laptop either...I sincerely hope following your advice will not disrupt my laptop and existing mobile functions....And assuming all goes well you say log in to my Samsung presumably to set up a new Account? In outlook or another App?..I need to lie down for a rest as my head is hurting- Kind regards George V

The cancel step is for the trial tenant if you created one. The purpose of the trial tenant is to open a support ticket.

This is a little confusing for me as well since you have both personal and business set up mixed up. Normally, the domain will be tied to a business subscription but you are using a personal subscription.

Do you use this email address @salisburyjones.com to sign in on the Outlook app on your Samsung?

One more thing I notice that you are using Microsoft 365 Premium, it allows you to sign into 5 devices at once.

Can you make sure you are not exceeding the number of allowed device?

If the issue persists, you can contact support via Contact Us - Microsoft Support

Thank you Jayden - the problem I have is when asked for my PW I have forgotten it and when I try to change it i am told that the account is not set up to allow this and told to refer this to the administrator. There is no one administering the Account except for me so there needs to be a configuration to allow me to do this and I have to speak to someone at MS but cannot get through and keep being referred to self help advice!

The issue is that if you're signing in with @salisburyjones.com account, that account is still associated with a Microsoft 365 business tenant.

The error message:

"SSPR_0011: Your organization hasn't set up a password reset policy."

indicates that the account is being treated as an organizational (work or school) account, and the password reset request is being handled by that organization's Microsoft 365 tenant. And you are using M365 Premium which is a personal subscription. There is no such feature for personal subscription.

My @salisburyjones.com account is what I use for my work (I operate as a sole trader not a company and always have done) and that is the address for receiving emails on my laptop and which syncs with my present Samsung phone- apologies but do not understand what you are saying? Do you mean that I cannot use my @salisburyjones.com account on MS 365 Premium which is a personal subscription so should I stop this subscription or would it affect my laptop set up which works fine with full MS Office functionality Teams, Copilot, Outlook, Word and Excel ? Am I paying for 2 MS 365 subscriptions? I really appreciate your efforts to assist but my understanding of these matters is ltd and probably the cause of the impasse I find myself in....I guess I should try and set up a different email account though I do have a gmail account...but my work emails would not sync...with the new phone