You've used an incorrect account or password too many times. If it's an organization account, it might not be active yet.

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You've used an incorrect account or password too many times. If it's an organization account, it might not be active yet.

Drew Vercellino 0

Hello, I recently changed username and ownership for our microsoft office account which is ******@gmail.com . Can I please get help logging in.

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Answer 1

Sin-D 1,765 Microsoft External Staff Moderator

Hello Drew,

Thank you for posting your question. The error message usually appears when the account credentials have been entered incorrectly multiple times or when an organization account is not yet active after recent changes.

Please try the following steps:

Verify account status – If this is a work or school account, confirm with your admin that the account is active and licensed. Ownership or username changes may take time to propagate.
Reset your password – For personal accounts, go to https://account.live.com/password/reset. For organization accounts, use your company’s password reset portal or contact your IT admin.
Clear cached credentials – On Windows, open Control Panel → Credential Manager, remove saved Microsoft credentials, then restart your device.

If the issue persists, please contact https://support.microsoft.com/en-GB/home/contact for account recovery assistance. They can verify ownership and help unlock the account. Let me know if you need further guidance.

If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment".

Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.

Best regards,

Sin Dau

Drew Vercellino 0 Reputation points

2025-08-26T16:44:39.9266667+00:00

I’m unable to reset password because the system won’t sent me a verification text.

I’ve checked the other two suggestions.

The link to verify account didn’t take me anywhere. Also, using the verification system didn’t work previously because I’ve never sent an email so I can’t verify anything.
Sin-D 1,765 Reputation points Microsoft External Staff Moderator

2025-08-27T03:35:40.33+00:00

Hi Drew,

Thanks for your feedback, please try to delete the AAD Broker Plugin cache at: C:\Users\<yourUser>\AppData\Local\Packages\Microsoft.AAD.BrokerPlugin_cw5n1h2txyewy\LocalCache (delete contents).

And reboot Windows, open Outlook, and when the account picker appears choose Personal account, then sign in with your updated credentials.

If Outlook still won’t authenticate. Try to sign out of Office in Outlook (File → Office Account → Sign out of all accounts), then sign back in with your personal Microsoft account. If prompted “Which account?”, pick Personal account (not Work or school). This avoids the dual‑account conflict that can happen when the same email exists on both systems.

You can also try to repair the Outlook profile or create a new one (Control Panel → Mail → Show Profiles → Add). If needed, you can remove and re-add the account (File → Account Settings → Account Settings → Remove).

If you have updates, please tell me.
Sin-D 1,765 Reputation points Microsoft External Staff Moderator

2025-08-29T08:03:00.8766667+00:00

Hi Drew,

I just wanted to check in and see if the steps worked for you. If everything is set, it would be greatly appreciated if you could mark the answer as Accepted. This helps others facing similar issues and keeps things organized.

If you need any further assistance, don’t hesitate to reach out!
Drew Vercellino 0 Reputation points

2025-08-29T14:17:49.5366667+00:00

I was finally able to reset the password and able to log in. Thanks.

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You've used an incorrect account or password too many times. If it's an organization account, it might not be active yet.

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