Fixes / Outlook · Checked

Outlook "We couldn't sign you in" (new Outlook): how to fix it

Short answer

"We couldn't sign you in" in the new Outlook for Windows means the app couldn't finish signing in to your Microsoft, work or school account. Usually a saved sign-in token or the app's local data is stale or damaged. The fix that works most often: Settings > Apps > Installed apps > Outlook (new) > Advanced options > Repair, then Reset if Repair doesn't help.

What this message means

The new Outlook for Windows (listed as "Outlook (new)" in Windows) doesn't store your password. It signs in with tokens that Windows keeps for your account, and it shows the sign-in page through the Microsoft Edge WebView2 component. When a token is expired or corrupted, when WebView2 is broken, or when your organization or Microsoft rejects the sign-in, the app stops and shows this message. Your mailbox and email are not lost. The problem is on your PC or with the account's permissions, and a reset or a fresh sign-in usually fixes it. If you're on a work or school account, the cause can also be a policy set by your IT department.

Common causes

CauseHow to tell
Stale or corrupted local app data in new OutlookYour password works at outlook.com or outlook.office.com in a browser, but the Outlook (new) app keeps showing the error or goes back to the sign-in screen.
Old or conflicting cached credentials stored in WindowsIt started after a password change, after turning on two-step verification, or after using a different or deleted account on this PC. The app may fill in your email and skip the password or 2FA prompt, then fail.
Several Microsoft accounts signed in on the same PC (personal plus work or school)Settings > Accounts shows more than one Microsoft or work/school account, and Outlook tries to sign in with the wrong one or keeps suggesting an account you didn't choose.
Missing or broken Microsoft Edge WebView2 RuntimeThe sign-in window opens blank, flashes and closes, or other WebView2 errors appear. This often happens after Edge was removed or reinstalled.
Your organization blocks new Outlook or the sign-in (work or school accounts only)Personal accounts sign in fine but your work account doesn't. The error may show an AADSTS code and a Request ID, and classic Outlook or Outlook on the web still works for that account.

How to fix it

1. Repair, then reset, the Outlook (new) app

Windows 11 path shown. On Windows 10: Settings > Apps > Apps & features > Outlook (new) > Advanced options.

  1. Close Outlook (new) completely, including from the system tray.
  2. Open Start > Settings > Apps > Installed apps.
  3. Find Outlook (new), select the More (...) button next to it, then select Advanced options.
  4. Select Repair and wait for the check mark, then open Outlook and try to sign in.
  5. If it still fails, go back and select Reset. This deletes the app's local data (not your mailbox), so you'll add your account again.
  6. Open Outlook (new). If it suggests accounts you don't want, remove them, then add your account by typing the email address.

2. Remove saved Outlook and Microsoft credentials from Windows

Windows 10 and Windows 11

  1. Close Outlook (new).
  2. Search Start for Credential Manager and open it, then select Windows Credentials.
  3. Under Generic Credentials, expand and select Remove on entries that mention your email address, MicrosoftAccount, MicrosoftOffice, Outlook, OneAuth or ADAL.
  4. Restart the PC.
  5. Open Outlook (new) and sign in again. Enter the password and approve the 2FA prompt when asked.

3. Remove old or extra accounts from Windows

Windows 11 path shown. On Windows 10 use Settings > Accounts > Email & accounts and Access work or school.

  1. Open Start > Settings > Accounts > Email & accounts.
  2. Select any account you no longer use, or that shouldn't be used for Outlook, and choose Remove.
  3. For a work or school account that's causing trouble, go to Settings > Accounts > Access work or school, select it and choose Disconnect (on a company-managed PC, ask IT first).
  4. Restart Windows, then open Outlook (new) and add only the account you want.

4. Force a full sign-out of your Microsoft account

Personal Microsoft accounts (outlook.com, hotmail.com, live.com, msn.com)

  1. In a browser, sign in at account.microsoft.com and open Security, then Advanced security options.
  2. Find Sign out everywhere and select Sign out.
  3. Wait. Microsoft says it can take up to 24 hours to apply everywhere.
  4. Open Outlook (new) and sign in again with your password and verification code.

5. Repair Microsoft Edge WebView2 Runtime

Windows 10 and Windows 11

  1. Open Start > Settings > Apps > Installed apps and find Microsoft Edge WebView2 Runtime.
  2. Select More (...) > Modify, then choose Repair. If it isn't listed, download the Evergreen installer from Microsoft's WebView2 page and install it.
  3. Update Microsoft Edge from edge://settings/help. This also updates WebView2.
  4. Restart the PC and try signing in to Outlook (new) again.

6. Reinstall Outlook (new), or use another Outlook while you wait

  1. Open Settings > Apps > Installed apps, select More (...) next to Outlook (new), and choose Uninstall.
  2. Restart the PC.
  3. Open the Microsoft Store, search for Outlook for Windows, and install it.
  4. Sign in again. If you need email right now, use outlook.com (personal) or outlook.office.com (work or school) in a browser, or classic Outlook if you have it.

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Still not fixed?

Check that the same account signs in at outlook.com or outlook.office.com in a browser. If it doesn't work there either, the problem is the account itself (wrong password, locked account, or a verification method that isn't set up), so use Microsoft's account recovery. If it's a work or school account and the error has an AADSTS code, select Copy to clipboard (or write down the code and Request ID) and send it to your IT admin. They can check the Microsoft Entra sign-in logs, Conditional Access, and whether new Outlook is turned off for your mailbox. For personal accounts, contact Microsoft Support through the Get Help app, and give them the exact error text.

Questions people ask

Will resetting the new Outlook app delete my emails?

No for Microsoft 365, Outlook.com and Exchange accounts, because their mail is stored on the server and downloads again after you sign in. Reset only clears the app's local data and settings on this PC, so you'll need to add your accounts again.

Why does new Outlook sign me in without asking for my password or 2FA, then fail?

It's using a cached token that Windows saved earlier. Remove the Outlook and Microsoft entries in Credential Manager, or use Sign out everywhere on your Microsoft account, so you're asked to sign in again from scratch.

Why can I sign in to Outlook on the web but not the new Outlook app?

The browser and the app use different stored sign-ins, so a broken token or broken app data on your PC only affects the app. For work accounts, your organization can also block the new Outlook app while still allowing Outlook on the web.

Can my company block the new Outlook for Windows?

Yes. Admins can stop work or school mailboxes from being added to new Outlook with an Exchange mailbox policy, or limit sign-ins with Conditional Access. If only your work account fails, ask IT whether new Outlook is allowed for you.

Can I go back to classic Outlook or the Mail app?

If classic Outlook is installed (it comes with Microsoft 365 desktop apps), you can open it and keep working while you fix the new app. The Windows Mail and Calendar apps are no longer supported (support ended December 31, 2024).

Sources

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