signing in on my mobile does not recognise my email address.

Hi, Bronwen Thompson

The email address itself may be fine, but the phone may be opening a work/school sign-in page or using a saved work-profile credential. Also, a passkey that works on the desktop does not always mean the same passkey is available on the mobile device, especially if the phone is new or using a different profile. Passkeys may need to be set up again on a new device, and Android work profiles can cause passkeys to be saved in the wrong profile.

Besides the solutions provided by the Q&A Assist, here are some suggestions you can try:

First, on the phone, open a browser and go directly to Microsoft account, not a work/school page such as My Account or My Sign-ins. If the account signs in there, the account is valid and the problem is likely with the app or saved sign-in path. Microsoft separates personal Microsoft accounts from work/school accounts, so using the wrong portal can trigger that message.

If this is Android, check whether the app is installed inside a Work Profile, Secure Folder, or cloned/dual app area. It is suggested that the app should be opened from the normal personal side of the phone.

Also try clearing saved sign-in data from the phone’s browser. In Chrome/Safari/Edge, clear cookies for Microsoft sites, then try again in a private/incognito tab. This helps if the phone keeps remembering the wrong work/school login page.

If passkey is the blocker, sign in on the desktop where it works, go to Advanced security options, and add a new sign-in method for the phone, preferably Microsoft Authenticator or a new passkey. Do not remove the old passkey until the new one works. It is suggested setting up new passkeys before deleting old ones.

Thank you for your patience in reading, I hope this information has been helpful to you. 

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