Unable to Log into Outlook & Office 365 After Claiming or Resetting Login Account


You may be unable to log into Outlook Web App, Outlook clients or Office 365 after claiming or resetting your Login account. These Login changes take time to synchronize with the Office 365 system.

Note: This process only occurs when you first claim your account or reset your account due to an expired password. This will not occur when you regularly change passwords before their expiration.

What to do if you are unable to log into Office 365:

Please allow a maximum time of three and a half hours for your Login changes to sync. During this time, your Login credentials can be used to log into other WVU systems. It is a good idea to test your new password on another WVU system to ensure your credentials are correct.

If you are are unable to log into Outlook for Mac client to connect Office 365, ensure your username is in the LoginUsername@mail.wvu.edu format.  

If you are still unable to log into Outlook after three and a half hours, submit a ticket to the ITS Service Desk.

Note: After certain Microsoft upgrades, you may be prompted with a pop-up screen when trying to access the Outlook desktop client. You'll be asked to enter your user name and password, and the user name will auto-fill. You must add @mail.wvu.edu to your user name, or the pop-up message won't go away (e.g. sabeach@mail.wvu.edu).


Article ID: 9956
Tue 11/24/15 2:24 PM
Fri 7/23/21 9:33 AM