“Invalid Credentials” – Troubleshooting Guide
The error “Invalid Credentials” occurs when a user attempts to log in but enters incorrect credentials. This issue is commonly seen in SharePoint Online, SharePoint On-Premises, Microsoft 365, and other authentication systems.
Common Causes of the “Invalid Credentials” Error:
✔ Incorrect username or password (misspelled, wrong case, expired, or recently changed).
✔ Account lockout due to multiple failed attempts.
✔ Expired or disabled account in Active Directory or Microsoft 365.
✔ Multi-Factor Authentication (MFA) requirements not met.
✔ Browser cache or saved credentials interfering.
✔ Organization-wide security policies or conditional access restrictions.
✔ Incorrect domain entered during login.
✔ Issues with Single Sign-On (SSO) or federation services.
This guide provides detailed steps to troubleshoot and fix the issue.
Step 1: Verify Username and Password
Ensure that you are entering the correct credentials.
How to Verify Your Credentials:
- Check for typos – Ensure the username and password are entered correctly.
- Ensure Caps Lock is off – Passwords are case-sensitive.
- Try logging in on another device or browser – If it works, the issue may be browser-related.
- Use a different network (Wi-Fi, mobile data, VPN) – Some networks may block authentication.
- Manually type your password instead of copy-pasting – Hidden spaces may cause issues.
If your credentials are correct, but the error persists, proceed to password reset.
Step 2: Reset Your Password
If you suspect that your password is incorrect, reset it.
How to Reset Your Password in Microsoft 365/SharePoint Online:
- Go to the Microsoft password reset page: https://passwordreset.microsoftonline.com.
- Enter your email or username.
- Complete the security verification (if prompted).
- Choose a password reset method (SMS, email, security questions).
- Enter a new password (follow security requirements).
- Try logging in again with the new credentials.
If using SharePoint On-Premises, contact your IT department for a password reset.
Step 3: Check for Account Lockout or Suspension
Multiple failed login attempts may temporarily lock your account.
How to Check If Your Account is Locked:
- Try logging into another Microsoft 365 service (Outlook, Teams, OneDrive).
- If you see a “Your account has been locked” message, wait 15-30 minutes or reset your password.
- Contact your IT administrator if your account remains locked.
If your account is disabled or suspended, only an administrator can restore access.
Step 4: Check Multi-Factor Authentication (MFA) Requirements
If MFA is enabled, failing to complete authentication may cause login issues.
How to Verify MFA Settings:
- Go to https://mysignins.microsoft.com.
- Under Security Info, check your MFA methods.
- If using an authentication app, ensure it is installed and working.
- If using SMS or email verification, check for any delays in receiving codes.
- If you changed your phone number, update it in the security settings.
If you cannot receive MFA codes, contact your IT administrator to reset MFA.
Step 5: Clear Browser Cache and Saved Credentials
Stored credentials or cached data may interfere with login attempts.
How to Clear Browser Cache and Cookies:
- Open your browser and press Ctrl + Shift + Delete.
- Select Cookies, Cached Images, and Site Data.
- Click Clear Data.
- Restart the browser and try logging in again.
How to Remove Saved Credentials (Windows Only):
- Press Win + R, type
control keymgr.dll, and press Enter. - Look for any saved SharePoint or Microsoft 365 credentials.
- Remove any outdated credentials and restart your browser.
If the issue persists, try using incognito/private mode in your browser.
Step 6: Verify Domain and Login Format
Ensure you are entering your username correctly.
Common Login Formats:
✅ Microsoft 365 (SharePoint Online):
username@company.comfirstname.lastname@company.com
✅ SharePoint On-Premises (Active Directory):
domain\usernameusername@domain.local
If you are unsure of your login format, check with your IT department.
Step 7: Try Logging in from a Different Device
If login issues persist, try logging in on another computer, mobile device, or browser.
Test Login on a Different Device:
- Try logging in using a different browser (Chrome, Edge, Firefox, Safari).
- Attempt login from another computer or mobile device.
- If using a mobile device, try the Microsoft Authenticator app.
- If you can log in from another device, clear cache and restart the problematic device.
If the issue persists on multiple devices, check for account-related issues.
Step 8: Check Organization Security Policies (For IT Admins)
Your organization may have security policies restricting logins.
How to Check Conditional Access Policies (For IT Admins):
- Open Azure AD Admin Center (https://aad.portal.azure.com).
- Navigate to Security → Conditional Access.
- Look for policies that may block login due to:
- Location-based restrictions (e.g., office-only access).
- Device compliance requirements (e.g., only company-managed devices allowed).
- Login attempts from unusual IP addresses or countries.
If your login is blocked, contact your IT department for access.
Step 9: Check for Single Sign-On (SSO) or Federation Issues
If your organization uses SSO, login issues may be related to authentication provider problems.
How to Check If SSO Is the Issue:
- Try logging in directly via Microsoft 365 login (https://login.microsoftonline.com).
- If redirected to a company SSO portal, ensure you are entering credentials correctly.
- If the SSO portal fails, contact your IT team to verify authentication settings.
If using Active Directory Federation Services (ADFS), ensure that ADFS servers are online.
Step 10: Contact IT Support or Administrator
If none of the above steps resolve the issue, contact your IT support team.
Information to Provide IT Support:
✔ Your username/email address
✔ Exact error message received
✔ A screenshot of the error
✔ The URL of the SharePoint login page
✔ Steps you have already tried
IT support can check logs, account status, and security settings for further troubleshooting.