Help Windows Desktop

Why can't I sign in to Skype?

If you’re having problems signing in, first make sure you’re using the latest version of Skype. This usually solves most sign-in issues.

If you’re still having problems after downloading the latest version, go through the following steps.

  1. Are you connected to the internet?

    Open your browser and surf to a few websites like and If websites load quickly, your internet is working – move on to step 2. If you can’t load any websites at all, make sure your device is properly connected to your network and check with your internet service provider whether there are any service faults in your area.

  2. Is Skype experiencing any service issues?

    If your internet connection is working well, the problem might be a service issue on our end. Check the Heartbeat blog to make sure Skype services are running normally.

    If there are no service issues reported on Heartbeat, move on to step 3.

  3. Can you get to the sign-in screen?

    If you can get to a point where you’re asked to enter your sign-in details, continue to step 4.

    If you can’t get to the sign-in screen, there might be something wrong with the way Skype is installed. Try uninstalling and reinstalling Skype.

    If you can’t get to the sign-in screen because Skype is already signed in with a different account, click Skype > Sign out in the menu bar (File > Sign out on a Mac) and then sign in with the account you want to use.

    If you get an error saying Skype is already signed in on this computer, restart your computer (making sure there are no pending operating system updates first). This usually solves the issue. If it doesn’t, try uninstalling and reinstalling Skype. If you still get the error, contact Skype customer service.

  4. Are your username and password correct?

    A good test to make sure your username and password are working is to sign in to Skype for Web. There are a number of issues which might stop Skype software from connecting that won’t affect you signing in to Skype for Web. If you can sign in to the web version, it means your credentials are fine – and you can go ahead and make calls or send messages direct from your browser.

    If you can’t sign in to Skype for Web either, this guide to resetting your password should get you back up and running.

  5. Is your computer up-to-date?

    Your computer’s software or hardware may be causing an issue.

    • Check that your system meets the minimum requirements for running Skype.
    • Make sure you have the latest software updates and hardware drivers for your computer.
  6. Have you deleted the shared.xml file?

    Skype uses a configuration file called shared.xml, and in some cases deleting this file can solve sign-in problems. The file is re-created when you sign back in to Skype.

    Find out how to delete the shared.xml file.

  7. Check what is stopping Skype from connecting.

    If you’ve gone through all of the above steps and you’re still having problems, there are a few more things that could be stopping you from signing in.

If you have tried all of the above and you still can’t sign in to Skype, come on over to the Skype Community where there is a wealth of information and around three million people waiting to help.

Was this article helpful?

Yes No

Why has this not helped?

Please let us know why we couldn't help you today

Important : Do not enter any personal information (such as your Skype Name, email address, Microsoft account, password, or real name or phone number) in the field above.

Thank you for your feedback

Thank you for your feedback Thank you for feedback! For further sources of help, you can always search or read answers to questions in our community. Visit the community

Ask the Community

See what people are saying about "Signing in and out" in the Skype Community.

Join the conversation

Still need help? Our support team is waiting to help you. Ask them now