I cannot login to Outlook

First test the mailbox in a web browser; if web sign-in works, repair and then reset the New Outlook app on the laptop.

1. Test the account on the web

Look at the part of your email address after @:

• Outlook.com, Hotmail.com, Live.com, or MSN.com: open www.outlook.com, select Sign in, and enter that email address and its Microsoft account password.^1^
• An employer or school address: open Microsoft365.com, sign in with the work or school email address, and select Outlook from the app launcher. Complete any verification prompt.^2^
• Another provider, such as Gmail or Yahoo: test the mailbox on that provider’s own website.

This determines whether the problem is limited to the Windows app:

• Web sign-in succeeds: proceed to repair New Outlook.
• Web sign-in also fails: the account or password needs attention rather than the Outlook installation. For a personal Microsoft account, use Microsoft’s sign-in troubleshooter from the Outlook.com sign-in page. For a work or school account, contact the organization’s IT administrator; password self-service works only when the administrator has enabled it.^2^

2. Repair New Outlook

1. Close Outlook.
2. Open Start → Settings → Apps → Installed apps.
3. Find Outlook (new).
4. Select the three dots → Advanced options.
5. Select Repair.
6. Reopen Outlook and sign in.

Repair is intended to fix the app without resetting its app data.^3^

3. Reset New Outlook if Repair does not work

Return to Settings → Apps → Installed apps → Outlook (new) → Advanced options, then select Reset.

Reset removes the app’s local settings, so the account will need to be added again afterward. It does not delete messages stored in the online mailbox. This repair-then-reset sequence specifically applies to New Outlook returning a general “Something has gone wrong” sign-in message.^4^

If Reset also fails:

1. Uninstall Outlook (new) from Installed apps.
2. Restart the laptop.
3. Reinstall New Outlook from Microsoft Store.
4. Add the same account again.^4^

Do not edit the registry or delete Outlook cache folders for this message. Those remedies apply to other, more specific errors that have not been reported here.

References

1. How to sign in to Outlook.com | Microsoft Support
2. How to sign in to Outlook on the web | Microsoft Support
3. "Something went wrong" error when you try to start a Microsoft 365 app | Microsoft Support
4. Outlook sign in problem - Microsoft Q&A