"Access Denied" error, or user is repeatedly prompted for credentials when trying to connect to Office 365 by using a rich client application

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Article ID: 2630976 - View products that this article applies to.
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When users try to access a Microsoft Office 365 resource from a rich client application such as Microsoft Outlook or Microsoft Lync, one of the following symptoms occurs:
  • Users are repeatedly prompted to enter their credentials.
  • Users receive the following error message:
    Access Denied


To fix this problem, reset the user's password. To do this, follow these steps:
  1. Open a web browser, browse to the Office 365 portal (https://portal.office.com), and then sign in by using the user's expired credentials.
  2. When you're prompted, enter a new Office 365 password for the user. Make sure that the password meets the criteria for Office 365.


For information about related issues, see the following Microsoft Knowledge Base articles: 
  • 2637629 How to troubleshoot non-browser apps that can’t sign in to Office 365, Azure, or Intune 
  • 2461628 A federated user is repeatedly prompted for credentials during sign-in to Office 365, Azure, or Intune  
Still need help? Go to the Office 365 Community website.


Article ID: 2630976 - Last Review: October 27, 2014 - Revision: 31.0
Applies to
  • Microsoft Office 365
  • Office 365 User and Domain Management
o365 o365e o365p o365022013 o365m o365a KB2630976

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