I cannot connect to my cloud desktop
Updated 30 September 2026
Work down this list — they are in the order they actually happen, and the first three you can settle yourself in under a minute.
1. Has your subscription expired?
The sign-in page shows your validity date. Access stops the day after that date — there is no grace period — and it comes back as soon as you renew. If the page says expired, that is your answer.
2. Are you already signed in somewhere else?
Your plan allows a set number of sessions at once. A session you closed by clicking the X is still open — it is "disconnected", not signed out, and it still holds a seat. Sign out properly from the Start menu when you finish, and if you are stuck, My Account shows where you are signed in and lets you close one.
3. Is the password right?
Ten wrong attempts locks the account for fifteen minutes. If you have been trying repeatedly, wait fifteen minutes before trying again — otherwise the clock keeps restarting. If you have forgotten it, use Change Password on the sign-in page.
4. Is it your internet?
Open any website on the same computer. If nothing loads, the connection is the problem. If other sites work but we do not, try mobile data — some office firewalls block remote-desktop traffic.
Still stuck
Message us with your username and what the error says, word for word. The exact wording tells us which of the remaining causes it is.
Still stuck? Message us with your username and what you are seeing — the exact wording of any error helps most.
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