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Fix Microsoft Account Sign-In Errors Before the Password Page
Question details
The user encounters a 'Something went wrong' error message before reaching the password screen when attempting to sign in to a Microsoft account, despite other accounts working normally.
- Product
- Microsoft 365
- Device & OS
- not provided
- Scenario
- Attempting to log into a Microsoft account via a web browser or a downloaded Microsoft Office desktop application.
- Observed behavior
- A 'Something went wrong' error appears immediately after entering the email address, preventing the password prompt from loading, while other Microsoft accounts sign in without issue.
Verify whether the sign-in issue occurs only within your web browser or if it is also affecting your installed Microsoft 365 desktop applications.
Troubleshoot Web Browser Sign-In Issues
Use this method if you are encountering the sign-in error while using a web browser to access your Microsoft account.
Browser-related login errors are frequently caused by corrupted cached credentials, outdated cookies, or conflicting browser extensions.
Open your web browser and press Ctrl+Shift+N (or Ctrl+Shift+P) to launch a private window. Try signing into your Microsoft account from this window to bypass cached data.
Navigate to your browser's Privacy & Security settings, locate the option to clear cookies and site data, and specifically delete cookies associated with 'microsoft.com' and 'live.com'.
Temporarily turn off ad-blockers, privacy trackers, or other extensions from your browser's extension manager, then reload the login page.
If the problem persists, open a completely different web browser (such as Edge, Chrome, or Firefox) or switch to a different internet network (like a mobile hotspot) to rule out browser-specific or network blocks.
Run Quick Repair for Microsoft 365 Desktop Apps
Follow these steps if the sign-in error is happening directly inside downloaded Microsoft Office applications like Word or Excel.
Try WPS Office for a Hassle-Free Document Experience
If Microsoft 365 sign-in issues are keeping you from getting your work done, consider switching to WPS Office. It provides a lightweight, free, and highly compatible alternative that lets you edit documents offline without forcing complex account sign-ins.
- 1. Download WPS Office: Visit the official WPS website and click the 'Free Download' button to get the installer.
- 2. Install the software: Run the downloaded file and follow the simple on-screen instructions to install WPS Office on your computer.
- 3. Open your files instantly: Double-click any existing Microsoft Word, Excel, or PowerPoint document to open and edit it immediately without needing to resolve Microsoft login errors.
Frequently Asked Questions
Why does only one Microsoft account get a sign-in error while others work fine?
This happens when the cached session data or cookies specific to one account become corrupted in your browser or app. The underlying system works, which is why other accounts log in successfully, but the corrupted token prevents the affected account from loading the password page.
Will running Office Quick Repair delete my personal documents?
No, Office Quick Repair only scans and fixes the core application files and registry entries associated with the Microsoft 365 software. Your personal documents, spreadsheets, and files are completely safe and will not be altered or deleted.
What should I do if Quick Repair doesn't fix the desktop app sign-in error?
If Quick Repair fails to resolve the issue, return to the 'Modify' menu in Apps and Features and choose 'Online Repair'. This performs a much more thorough fix by downloading and replacing corrupted files, though it will take longer and requires an active internet connection.
