outlook signin fails

Mark Caldwell 0 Reputation points
2026-08-27T01:29:51.1666667+00:00

I click on outlook icon and it opens a web page with microsoft sign in, I click continue but it returns message "something went wrong try again"

I deleted all cookies. Checked credentials ("no windows credentials"). Went to control panel, mail, and tried to add my gmail account but says 'name cannot be matched to name in the address list'. What address list? I can sign into this account using outlook on my phone. I can sign into this account using gmail and same name and password.

What do I do now?

Outlook | Windows | New Outlook for Windows | For home
0 comments

2 answers

Sort by: Most helpful
Most helpful Newest Oldest
  1. Victor1-V 12,675 Reputation points Microsoft External Staff Moderator
    2026-08-27T07:03:29.1733333+00:00

    Hi Mark Caldwell,

    I understand that new Outlook opens a Microsoft sign-in page, but selecting Continue returns “Something went wrong,” while the same Gmail account works on your phone.

    Please note that this is a user-to-user forum, so contributors cannot access the account or examine the sign-in session directly.

    Some of the Q&A Assist suggestions, such as testing a private browser window or another browser, are reasonable. Have you had a chance to try those steps?

    I would also like to add that Control Panel > Mail is used for classic Outlook profiles and is not the correct setup path for new Outlook. To add Gmail in new Outlook, open Settings > Accounts > Your accounts > Add account, enter the Gmail address, select Continue, and complete the Google sign-in and permission prompts. This is the documented setup process for Gmail in new Outlook for Windows. See Add a Gmail account to Outlook for Windows.

    If the message still appears, could you confirm whether it occurs on the initial Microsoft page immediately after selecting Continue, or after the Google sign-in and permission page appears? This will help identify which part of the sign-in process is stopping.

    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.    

    Was this answer helpful?

    0 comments

  2. AI answer

    2026-08-27T01:30:06.5266667+00:00

    For a Gmail account, Outlook cannot validate it against a Microsoft address list. That “name cannot be matched to name in the address list” message is not the right path for adding a non-Microsoft account.

    Try this in order:

    1. Verify whether the problem is only on the PC
      • Since the same Gmail account works in the Gmail app and Outlook on the phone, the account and password are likely valid.
      • Sign in to Outlook on the web in a private/InPrivate browser window. If that works, the issue is local to the browser profile or cached sign-in state.
    2. Test with a private browser session
      • Open an InPrivate/Incognito window.
      • Go to Outlook on the web and try signing in.
      • If it works there, the normal browser session is the problem.
    3. Clear only Microsoft sign-in cookies again
      • In the browser settings, remove cookies related to Microsoft, Live, and Outlook.
      • Close all browser windows, reopen the browser, and try again.
    4. If Outlook keeps opening a web sign-in page and failing
      • Make sure the browser is up to date.
      • Try a different browser to confirm whether the failure is browser-specific.
    5. For the Gmail account in Outlook
      • Do not use the “name in address list” path for a Gmail account.
      • If the issue is specifically with a non-Microsoft account in Outlook mobile, Microsoft directs users to contact the email provider for sign-in issues where Microsoft is not the provider.
    6. If the Microsoft sign-in page itself is failing
      • Use the Microsoft account Sign-in Helper tool to check for account-level sign-in problems: Sign-in Helper

    If Outlook on the web works in private browsing but not normally, the next step is to keep focusing on the local browser/session issue rather than the Gmail password.

    References:

    AI-generated content may be incorrect. Read our transparency notes for more information.

    Was this answer helpful?

Your answer

Answers can be marked as 'Accepted' by the question author and 'Recommended' by moderators, which helps users know the answer solved the author's problem.