I forgot my password. How do I reset it?

Go to login.microsoftonline.com and click 'Forgot my password'. Enter your email address and follow the prompts. You'll receive a verification code to your registered phone or backup email. If you haven't set up self-service password reset, contact us at hello@twochi.com and we'll reset it within 1 business hour.

My account is locked. What should I do?

Accounts lock automatically after several incorrect password attempts. Wait 30 minutes and try again with the correct password. If you've forgotten your password, use the reset process above. If your account remains locked after 30 minutes, email hello@twochi.com — we can unlock it immediately.

I'm seeing 'Your account has been disabled'. What does this mean?

This means your administrator has deactivated the account, possibly due to a billing or security issue. Contact us at hello@twochi.com with your name and email address — we'll investigate and resolve it promptly.

How do I change my password?

Sign in at myaccount.microsoft.com, then go to 'Password' in the left sidebar. Enter your current password and your new password. Your new password must be at least 8 characters with a mix of letters, numbers, and symbols.

My email is not syncing on my phone. What should I try?

Try these steps in order: (1) Check your internet connection. (2) Close and reopen the email app. (3) Go to your device's Settings > Accounts and check that your work account shows as 'Connected'. (4) Remove the account from the app and add it again using the setup instructions above. (5) Try signing in at outlook.office.com in a browser to verify your credentials still work.

I'm not receiving emails that others say they've sent me.

Check your Junk/Spam folder in Outlook — the message may have been filtered. Also check your 'Focused' vs 'Other' inbox if you use Focused Inbox. If someone external is sending to you and it's not arriving, ask them to check for a bounce-back message and forward it to hello@twochi.com so we can investigate.

Can I access my email from multiple devices?

Yes! Microsoft 365 allows you to sign in on multiple devices simultaneously. Set up Outlook on your desktop, phone, and tablet — they'll all stay in sync in real time. You can also always access email from any browser at outlook.office.com.

How do I set up my email signature?

Outlook Desktop (Windows): File > Options > Mail > Signatures. Outlook Desktop (Mac): Outlook > Preferences > Signatures. Outlook Web: Click the gear icon > View all Outlook settings > Mail > Compose and reply. Outlook Mobile: Tap your profile photo > Settings > Signature.

I'm not receiving MFA text messages. What can I do?

Make sure your phone has signal and can receive text messages. Some carriers block short code messages — check with your carrier if codes aren't arriving. As an alternative, set up the Microsoft Authenticator app (see MFA Setup section above), which uses push notifications instead of SMS and is more reliable.

I got a new phone. How do I transfer my MFA?

Go to mysignins.microsoft.com/security-info and sign in. Remove your old device and add your new one. For the Authenticator app: install it on your new phone, then add your account by scanning the QR code from the security info page. For SMS: update your phone number.

I lost my phone and can't complete MFA. How do I sign in?

If you have a backup verification method configured, use that. If you're completely locked out, email hello@twochi.com with your name and email address. We'll verify your identity and temporarily reset your MFA so you can set up a new method.

Can I skip MFA on my personal devices?

When signing in, check the box that says 'Don't ask again on this device' or 'Stay signed in'. This reduces how often you're prompted on that specific device and browser. MFA cannot be fully disabled — it's required for account security.

How do I install Word, Excel, and PowerPoint?

Sign in at portal.office.com, click 'Install apps' in the top-right corner, and select 'Microsoft 365 apps'. Run the downloaded installer — it installs the full suite (Word, Excel, PowerPoint, etc.). The installation takes 10-20 minutes depending on your internet speed.

How do I access OneDrive for file storage?

Three ways: (1) Browser — go to onedrive.live.com and sign in. (2) Desktop app — OneDrive is built into Windows 10/11; on Mac, download it from the App Store. Sign in with your work email to sync files. (3) Mobile — download the OneDrive app from your device's app store.

How do I use Microsoft Teams?

Download Teams from teams.microsoft.com/downloads for desktop, or from your device's app store for mobile. Sign in with your work email and password. You can also use Teams in any browser at teams.microsoft.com with no download required.

What's included in my Microsoft 365 subscription?

Your subscription includes: Outlook (email & calendar), Word, Excel, PowerPoint, Teams (chat & video), OneDrive (1TB cloud storage), SharePoint (team document libraries), and access to all Microsoft 365 web and mobile apps. All updates are included automatically.

Back to Support

MICROSOFT 365

You're All Set

Your Microsoft 365 account is ready. Follow the guides below to set up email on your devices, configure security, and get the most out of your apps.

Access Your Apps

Jump straight into your Microsoft 365 apps — sign in with your work email address.

Set Up Your Email

Choose your device, then your preferred email app. We'll walk you through every step.

Secure Your Account with MFA

Multi-factor authentication protects your account from unauthorized access. Choose your preferred verification method.

You're All Set

Access Your Apps

Outlook

Microsoft Teams

OneDrive

Microsoft 365 Portal

Set Up Your Email

Secure Your Account with MFA

Common Questions & Troubleshooting

Account Access

Email Issues

Multi-Factor Authentication (MFA)

Apps & Features

Still Need Help?