Microsoft 365: Can't Sign In or Account Locked

If you're unable to sign in to Microsoft 365 or your account appears locked, work through these steps in order. 1. Check Caps Lock Passwords are case-sensitive. Make sure Caps Lock is off before trying again. 2. Confirm the correct username Your username is your full email address (e.g. [email protected]), not just your first name. 3. Reset your password Go to https://aka.ms/sspr to reset your own password if self-service reset is enabled. If that page doesn't work, contact your IT admin (us) to reset it for you. 4. Clear browser cache Old cached credentials can cause login loops. In Chrome: Settings > Privacy > Clear browsing data. Check "Cookies and site data" and "Cached images and files," then try signing in again. 5. Try a private/incognito window Press Ctrl+Shift+N (Chrome) or Ctrl+Shift+P (Firefox) to open a private window and attempt sign-in there. If it works, the issue is with stored credentials in your regular browser. 6. Account locked due to too many attempts After multiple failed logins, Microsoft will temporarily lock the account for security. Wait 15–30 minutes and try again, or contact us to unlock it immediately. 7. Multi-Factor Authentication (MFA) problems If your MFA prompt isn't arriving, make sure your phone has signal. You can also use the Microsoft Authenticator app's one-time code. If you've changed phones, contact us to reset your MFA. Still stuck? Call us at (269) 261-0269 and we'll get you back in fast.