Problems signing in to your Yahoo account

We know you have more important things to do than dealing with a sign-in problem, so let's cut to the chase -- here are the most common account access problems you may face and what you can do about them. If none of these steps are helpful, you can still email our customer care team.

Most common sign-in problems

I forgot my password

The Password Helper tool is the king of password troubleshooters. Just enter your Yahoo ID and select your password recovery method to regain access in minutes.

If you've already tried it without success, please see the "Problems using the Password Helper" section below.

I forgot my Yahoo ID

The Password Helper tool can do more than just help with passwords. Enter the mobile number or the alternate email address associated with your account and we'll send you a message to refresh your memory.

I think someone else is using my account

If you think someone else learned (or changed) your password without your consent, use our Password Helper tool to reset your password immediately.

After you create a new password, review our steps to secure a hacked account to review your account's settings for changes.

"Invalid ID or Password" message

This error message means you've entered a password and Yahoo ID combination that doesn't match what we have on record.

If you're sure that you're entering the correct sign-in information, consider the following:

“Caps Lock” or "Num Lock" keys - If your password contains numbers or letters (like most do), make sure these two keys on your keyboard are activated correctly so that your numbers are recognized and your letters aren't only entered in uppercase.

Your browser's auto-fill settings - If your browser usually enters your password for you automatically and you've changed your password recently, you'll need to enter your new password manually to override your browser settings.

If you're sure that you're entering the correct information, change your password immediately using the Password Helper tool since this can be one of the signs that someone else accessed your account and changed your password.

Once you've regained access, review our steps to secure a hacked account to undo any changes made without your knowledge.

"First time signing in here?" message

Whenever you try to sign in to your account from a device that we haven't seen you use before, we'll ask you to enter a code (sent to your phone or email) to verify that it's really you trying to access your account. 

If the verification information displayed for your account is out-of-date, go to the "Problems using the Password Helper" section of this help article and review the steps under "My account recovery information is incorrect."

"Account Locked" message

To protect your account, a temporary lock is triggered anytime there have been too many unsuccessful attempts to sign in.

The lock will be lifted automatically after 12 hours, but you can always regain access to your account immediately using the Password Helper tool.

The sign-in screen loops or reloads

If you're caught in a loop where the sign-in screen continues to appear after you click "Sign in," you'll need to reset the "sign in" cookie so it can be stored properly in your browser.

  1. From the Sign-in page, click Sign in as a different user.
  2. Enter your Yahoo ID and Password, then click Sign in.

If that doesn't fix the problem, these steps can also help you sign in:

  1. Clear your browser's cache and cookies.
  2. Close and re-open your browser, then try signing in again.
  3. If you're having trouble signing in to a product-specific page, try signing in to the primary Yahoo login page.
  4. Complete these steps again using a different supported browser.

I'm using the right password and Yahoo ID, but I still can't sign in

If you've followed the guidance in the "Invalid ID or Password" section of this article and still can't sign in, try signing in using a different supported browser.

If you can sign in, the problem lies with your browser and not your account. To fix the problem in your preferred browser, use our steps to fix problems with Yahoo not working properly.

Problems using the Password Helper

My account recovery information is incorrect

We take your account's privacy and security very seriously and we'll only let you reclaim an account if you can prove you're the rightful owner.

Since we don't collect much information up-front when you register, there are limited options for verifying that you own an account. Your best option to avoid losing access to your account is to make sure that your account recovery information always stays up-to-date.

If you're unable to recover your account access using the Password Helper, there are still a few steps we can take to attempt to verify that you're the account owner. Please contact us and we'll do our best to help you get back in.

The Password Helper says my password can't be reset online

If you get a message saying that you can't reset your password online "for security purposes," you'll need to contact us to regain access to your account.


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