I cannot login to my student email, I am getting an error message

Hi @Amanda Govan, 

I hope you are doing well. 

Thank you for reaching out and for sharing the screenshot. Based on your description, the error could happen when your user account doesn’t have proper Microsoft 365 license assigned or it has no active mailbox. To resolve the issue, please reach out to your IT admin and share the following steps, they will:  

1. Verify your user license in the Microsoft 365 admin center 

• Sign into the Microsoft 365 admin center using Global Admin account. 
• Go to Users > Active users. 
• Select your account, navigate to the Licenses & apps tab. 

• Check whether your account has an appropriate license. If not, assign a license and enable Exchange Online. 

2. Check user mailbox status using Exchange Online PowerShell module 

• Connect to Exchange online using the following command: Connect-ExchangeOnline -UserPrincipalName <your admin email address> 
• Verify if a mailbox exists for the user account: Get-Mailbox -Identity "user@example.com"   
• If the command returns no mailbox, create one: New-Mailbox -UserPrincipalName user@example.com -FirstName 'First' -LastName 'Last' 

Once finish, please try to open Outlook via Outlook on the web in an incognito mode to see if you're able to use it after ensuring the mailbox and license are correctly configured. 

We kindly ask for your understanding that, as moderators, we do not have access to the administrative tools or permissions required to investigate or modify these configurations. We also do not have the capability to initiate remote sessions for direct assistance. Our role is to guide users to the appropriate resources and support channels.      

I hope this information is helpful. Please follow the steps above and let me know if it works for you. If not, we can continue working together to resolve the issue.  

Thank you for your patience and understanding. If you have any questions or need additional assistance, please don’t hesitate to reach out so I can continue to support you. If you found the response useful, please consider marking it as accepted, as this may help other community members who are looking for similar guidance.  

I look forward to continuing the conversation.  

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The error message in the screenshot shows UserHasNoMailboxAndNoLicenseAssignedError and OwaUserHasNoMailboxAndNoLicenseAssignedException. This means the account can sign in to Microsoft 365, but there is no active Exchange Online mailbox or license assigned to it, so Outlook on the web cannot open the mailbox.

Resolution steps:

1. Contact the institution’s IT/tenant administrator (the team that manages student accounts and Microsoft 365).
2. Ask them to:
   • Verify that the student account has an Exchange Online license assigned.
   • Check whether the mailbox has been disabled or removed. If it is disabled, they need to re‑enable or recreate the mailbox for the account.
3. After the admin fixes the license/mailbox, sign out of all Microsoft sessions, clear the browser cache, then sign in again to Outlook on the web.

Only the organization’s administrator can correct this; it cannot be fixed from the user side.

References:

• Not able to have access to my email ! - Microsoft Q&A