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PLEASE HELP, This has been an year - BACKEND ISSUE

Guns 0 Reputation points
2026-04-03T13:56:13.7333333+00:00

This issue has been ongoing for about a year now. I’ve contacted technical support multiple times, but I’ve consistently been told that another team would handle it and to wait. Unfortunately, there has been no resolution so far.

At one point, I gave up and just used mobile Outlook, but it’s now becoming a real problem since I still cannot log in to the web app or desktop app.

Here is the issue clearly:

  • I can log in on mobile Outlook using my account (1@com)
  • I cannot log in on Outlook Web or Outlook Desktop using the same account
  • Other accounts (e.g., 2@com, 3@com) work fine on the same browsers and machines
  • I have tried multiple browsers and different machines — same result

Based on this, it appears the issue is specific to my account (1@com), not the environment.

Previously, I was told it might be a server issue (HTTP 500), but this does not seem accurate given that other accounts work without any problem.

At this point, I would appreciate:

  1. A clear explanation of what is causing this issue
  2. A concrete plan or timeline for resolution

This has been unresolved for far too long, and I need this to be addressed properly.

I cannot follow these steps: Support entry points from the context:

  • If sign-in to Outlook.com works at least partially, open Outlook.com, select Help, describe the issue, then under Still need help? choose Yes to contact support.
  • If sign-in to Outlook.com fails, use the dedicated “can’t sign in” support link for Outlook.com accounts.
  • For broader Microsoft account issues, use the general Microsoft account and billing help and the generic Microsoft support problem-entry link.

The instructions say to go to Outlook desktop, sign in, and then access Help to contact support — but that’s exactly the issue. I cannot sign in, so I have no way to access the Help or contact support from there.

Also, when I try from mobile, I only see options for mobile support. There is no way to contact support specifically for the web or desktop app issues.

So currently, I’m stuck in a loop where I’m being asked to sign in to get help for a sign-in issue, which doesn’t make sense.

Please, Is AI able to create a BACKEND issue ticket and assign to someone who can fix this issue? this has been an yearThis issue has been ongoing for about a year now. I’ve contacted technical support multiple times, but I’ve consistently been told that another team would handle it and to wait. Unfortunately, there has been no resolution so far.

At one point, I gave up and just used mobile Outlook, but it’s now becoming a real problem since I still cannot log in to the web app or desktop app.

Here is the issue clearly:

  • I can log in on mobile Outlook using my account (1@com)
  • I cannot log in on Outlook Web or Outlook Desktop using the same account
  • Other accounts (e.g., 2@com, 3@com) work fine on the same browsers and machines
  • I have tried multiple browsers and different machines — same result

Based on this, it appears the issue is specific to my account (1@com), not the environment.

Previously, I was told it might be a server issue (HTTP 500), but this does not seem accurate given that other accounts work without any problem.

At this point, I would appreciate:

  1. A clear explanation of what is causing this issue
  2. A concrete plan or timeline for resolution

This has been unresolved for far too long, and I need this to be addressed properly.

I cannot follow these steps:
Support entry points from the context:

  • If sign-in to Outlook.com works at least partially, open Outlook.com, select Help, describe the issue, then under Still need help? choose Yes to contact support.
  • If sign-in to Outlook.com fails, use the dedicated “can’t sign in” support link for Outlook.com accounts.
  • For broader Microsoft account issues, use the general Microsoft account and billing help and the generic Microsoft support problem-entry link.

The instructions say to go to Outlook desktop, sign in, and then access Help to contact support — but that’s exactly the issue. I cannot sign in, so I have no way to access the Help or contact support from there.

Also, when I try from mobile, I only see options for mobile support. There is no way to contact support specifically for the web or desktop app issues.

So currently, I’m stuck in a loop where I’m being asked to sign in to get help for a sign-in issue, which doesn’t make sense.

Please, Is AI able to create a BACKEND issue ticket and assign to someone who can fix this issue? this has been an year

Outlook | Web | Outlook.com | Account management, security, and privacy
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  1. Q&A Assist
    2026-04-03T13:56:52.8333333+00:00
    AI generated content. This question contains an answer created with AI from Q&A Assist. Learn more

    AI cannot create or route a backend ticket or directly fix an Outlook.com account issue. Only Microsoft support and engineering teams can access backend systems and make changes to individual accounts or tenants.

    For consumer Outlook.com and Microsoft accounts, all backend/account investigations must start from the official support entry points:

    1. If sign-in to Outlook.com works at least partially in a browser, open Outlook.com, select Help on the top menu, describe the issue, then scroll to Still need help? and select Yes to reach support.
    2. If sign-in to Outlook.com fails in the browser, use the dedicated Outlook.com “can’t sign in” helper: Get help signing in at https://go.microsoft.com/fwlink/?linkid=2236350.
    3. For broader Microsoft account issues (account configuration, access problems, or suspected backend issues), use the general Account & Billing Help and the generic Microsoft support problem-entry link provided in the Outlook.com help articles.

    The Outlook.com team and Microsoft account systems are designed so that:

    • If sign-in is not possible, human agents cannot bypass identity and security checks or directly modify consumer accounts outside the automated flows.
    • Backend/account issues (such as encryption not working, mailbox access errors, or account-specific failures) are investigated only after a case is created through those official channels, and only by internal support/engineering teams.

    If Outlook.com sign-in is blocked but mobile Outlook still works, the only supported path remains:

    • Use the Get help signing in flow for Outlook.com accounts when web sign-in fails.
    • If sign-in works in any browser session, use the in-product Help → Still need help? path to open a support case so the Outlook.com team can check backend/account configuration.

    No AI or forum tool can substitute for those flows or assign work directly to engineering.

    References:

    1 person found this answer helpful.
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  2. Vikki-T 4,495 Reputation points Microsoft External Staff Moderator
    2026-04-04T09:59:53.73+00:00

    Hi Guns,

    I understand how frustrating when you’ve been dealing with this for such a long time must be, especially after already trying multiple support channels and providing such a detailed explanation of the issue. I also appreciate the clear breakdown you shared.  

    Please note that this is a user-to-user support forum. Moderators and contributors here, including external Microsoft employees, cannot directly intervene in Microsoft product features or access back-end systems. Our role is limited to providing technical guidance on reported issues, requests, or ideas. 

    To help narrow this down further, could you please confirm a few details? 

    • Is the affected account a personal Microsoft / Outlook.com account, or a work/school Microsoft 365 account? 
    • On Outlook Web, at what point does it fail? after entering the email address, after entering the password, after any verification step or after sign-in while loading the mailbox? 
    • Do you see any specific error code on the error page? If possible, could you share a screenshot of the error. 
    • On desktop, are you using new Outlook or classic Outlook? 
    • Are you still able to send/receive mail normally from the affected account in mobile Outlook? 
    • You mentioned that you have contacted Support multiple times before, could you please clarify which support channel you used previously? 

    While checking the details above, you may also try the following: 

    On Outlook Web: 

    • Open an InPrivate / Incognito browser window and test the sign-in there 
    • Clear cookies/cache related to Microsoft and Outlook sites, then test again 

    On Outlook Desktop: 

    • If another account still works normally in Outlook, try signing in with that working account first, then go to Help > Contact Support, and clearly mention that the issue is with the affected account 
    • If available, remove any saved Microsoft credentials for the affected account from Credential Manager, then test sign-in again 
    • If you are using classic Outlook, try creating a new Outlook profile and test the affected account there. 

    While my initial response may not fully resolve the issue, I truly appreciate your cooperation as we work together toward identifying the most effective solution. Thank you so much for your understanding. 

    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. 

  3. Julian Bajkowski 40 Reputation points
    2026-04-03T14:13:33.58+00:00

    One thing to do is to go on to outlook and stop paying for M365 and then pay for it again

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