Common Sign-in Errors for Microsoft 365 Web Portal

Overview

Below you will find common error messages received if login attempts to https://portal.office.com is unsuccessful. Solutions are listed below each error message.

Before addressing the errors below, please review the following articles.

In this article:

Common Error Messages

  • This username may be incorrect. Make sure you typed it correctly. Otherwise, contact your admin.
    • This error occurs when an email is entered using the correctly spelled UA domain (@alaska.edu), but an incorrectly spelled or non-existent username.
    • Solution: Check the spelling of the username portion of the email address.
       
  • We couldn't find an account with that username. Try another, or get a new Microsoft account.
    • This error occurs when the UA domain extension (@alaska.edu) is typed incorrectly, despite the username portion of the address being correct or incorrect.
    • Solution: Check the spelling of the UA domain extension (@alaska.edu).
       
  • Enter a valid email address, phone number, or Skype name
    • This error occurs when deleting the content of the email field after receiving either of the above two error messages.
    • Solution: Enter a valid email address (example@alaska.edu). The error will disappear as you type.
       
  • Your account or password is incorrect. If you don't remember your password, reset it now.
    • This error occurs when an incorrect password is entered. If you are not sure the password is correct, DO NOT use the reset it now link in that error message to reset the password.
    • Solution: Check the password spelling. The password is managed by UAA and can only be reset at elmo.alaska.edu or me.uaa.alaska.edu.
       
  • Sorry, your sign-in timed out. Please sign in again.
    • This error occurs if you are half-way through the sign-in process and went elsewhere for too long.
    • Solution: Retype UA email and password.
       
  • Sign-in is blocked. You've tried to sign in too many times with an incorrect account or password
    • This error occurs after too many login attempts with only UA username and password.
    • Solution: In the address bar of the browser, type https://portal.office.com and restart the login process using UA email and password.
       
  • You've tried to sign in too many times with an incorrect account or password.
    • This error occurs when accidentally signing in with a different email account, such as hotmail.com or yahoo.com
    • Solution: Make sure the email address is using @alaska.edu.
     
  • User account 'username@alaska.edu' from identify provider 'live.com' does not exist in the tenant 'University of Alaska' and cannot access the application[...].
    • This error occurs when attempting to login to the Microsoft 365 @ UA tenant, or any UA service that leverages Microsoft Entra ID as its Single Sign-On (SSO) service, with a personal Microsoft live.com account where you used your University provided email address as your live.com username.
    • Solution 1: Use different web browsers for your personal live.com and UA Microsoft 365 accounts.
    • Solution 2: Change your personal live.com account username to something other than your UA email address.

Need additional help or have issues

For support, requests may be submitted anytime by Requesting Support for the Microsoft 365 @ UA service. Support Requests are worked by Priority based on the Impact and Urgency of need as well as the order they are received by the IT Employees with the knowledge and permissions to assist with the request.

For immediate assistance please review the Contact Us page for ways to contact the appropriate support group.

Print Article