Can't sign in to microsoft 365 desktop apps

I see. In any app, like Word, Excel, can you go to Files > Accounts

What is the product full name listed - see the part outlined in red in my example.

If you click on Update License and sign in, will it let you?

Got it. I've seen this before when my organization tech support was helping. Is there another way in? I can't open any app to be able to get to Files>Accounts. My subscription does say Microsoft 365 Personal

Did it work though after you used the "update license"? If so, you just need to do it on the other ones, but you shouldn't have to do this every time.

Or are you telling me it still doesn't take your personal account?

Sorry. I currently can't get into any app, so I can't see the page you sent. For some reason i was able into get into apps previously and I do recall being on the page with my org tech support. We did hit Update license, but it didn't result in any successful next steps

Oh I see. In your Windows, can you go to Settings > Accounts > Your info, on this page, is it listing your verizon.net address?

yes, the verizon.net address is listed

Can you sign into your personal account via this link: https://account.live.com?

If so, go to Your Info > Sign in preference, Add an alias.

Create new: this will allow you to use the native domain outlook.com to create a new alias.

Once added, make this new alias your primary alias. Delete the verizon.net address in the alias list.

Then launch your Office apps, tell me if you can sign in using the outlook.com address instead.

ok, I have added an alias with the domain outlook.com. I received a message saying it could take up to 48 hours for the new alias to be primary. Also, deleting the verizon.net address seems risky. I did try to log in to Word with the new alias but received the same message. Is it critical to delete the verizon.net address as part of the process?

The verizon.net alias is just the username you use to log into Microsoft account, deleting it doesn't delete the actual verizon.net account itself.

ok. verizon.net alias deleted, tried to sign into word with outlook.com alias with same results. Should we wait overnight/48 hours?

Yes, if you want to report back then.

Also, we can always add the verizon.net address back if needed.

great. thanks for your help today!

You are welcome.

ok, I tried again this morning with the outlook address and same result. Stating the obvious, the error message is looking for a work or school account while I'm trying to use a personal one. Suggestions are welcome!

This is most odd.

Can you search for "Powershell" in the search on the taskbar, don't press enter yet, instead, use the "run as administrator" option to launch it. Then copy and paste this command into Powershell.

Then restart the computer, let me know if it helps.

Get-ItemProperty -Path "C:\Users\*\AppData\Local\Packages" | ForEach-Object {
Remove-Item -Path "$_\Microsoft.AAD.BrokerPlugin*" -Recurse -Force | Out-Null
}

Alas, that did not help

Ok, let's try this

1. Type netplwiz in the search on the taskbar and hit enter. When launched, click on "Add". On the next window, click on the bottom where it says to create an account without Microsoft email. This will allow you to define your own username. Make sure it doesn't contain space or special character. Set it up as a local user.
2. When the above user is created, back to the main netplwiz page, double click on this new user, go to the Group Membership tab, make it administrator. Save the change.
3. Restart the computer. Sign into the new user you created in Step 1.
4. Now see if you can log into the Office apps with your personal account.

Thanks for your prompt replies! That one did the trick, at least I got into Word using the new alias we created yesterday. It was a challenge because the new user had me start from scratch logging into the PC, accessing the browser etc. What's next? I haven't tried to install Microsoft 365 which I bought under the verizon.net email. Also, I'll confess to being confused when asked for a passkey or security device to log in. One option is for a password for the outlook.com alias which I never created. The option I used was to send a code to verizon.net which seems strange.

Ok, this confirms that your original user profile could be corrupted. We will keep you on this profile and migrate everything over. We can put your verizon.net email address back to your Microsoft account too.

1. Go to C:\users\old username folder, find them and copy them into C:\users\new username folder.
2. Type sysdm.cpl in the search on the taskbar and hit enter, go to Advanced tab, click on the "Settings" button at the User Profile section. Then delete the old user profile. (don't touch the Default and Public one)
3. Type netplwiz in the search on the taskbar and press enter, delete the old user from there.
4. Next, go online https://account.live.com > Your info > Sign in preference > Add alias > Add existing, you can add your verizon.net email back, and make it primary if you want, but don't have to.
5. Go to Settings > Accounts > Your info. Click on Sign in with Microsoft account instead. follow the steps and finish the rest. Sign into either your outlook.com address or your verizon.net address. Restart the computer (Do Not skip)
6. If the passkey option comes up, you can always cancel it and use other sign in option you are familiar with.

Fascinating, but it makes sense there was corruption somewhere. Could you clarify the first instruction above? Am I copying (replacing) all the files and folders from the old user to the new user?

Yes, if it asks if you want to override, you can.

Ok. I needed to skip several files and folders under OneDrive but am hoping they can be accessed again.

I did not need to delete anything in netplwiz

On Settings>Accounts>Your Info I do not see the Sign in with Microsoft account instead otion

Yep, you can skip quite a bit if it cannot copy, they are typically system files that will be regenerated anyway.

Can you share screenshots of your netplwiz page, and your Settings > Accounts > Your info page. Thanks!

Sorry these are bottom first, top second

Which account are you currently signing into right now? The old or the new?

the new

Ok, that's good. That's what I want you to sign into.

In netplwiz please right click and delete the outlook.com user.

Restart the computer after that. Sign into the new user.

Then go to Settings > Accounts > Your info, click here. No need to use "sign in with Microsoft account".

ok, done. As soon as I clicked the link above I get this. Should I go ahead and click it?

Yes, see if you can sign in.

ok, I did sign in and here's the page now:

This looks great!!
I think it should be all set from here.

You might be right! Wow, well done. I can open all the apps and the subscription looks good. New user and alias to sign in with (I didn't go back to verizon.net), which is fine. If I have a question as we start using the laptop can I contact you? And, is there a way I can give you a 10 out of 10 rating somewhere?

Thank you. Glad it worked out. Appreciate your kind offer. I think you can always mark the answer of the thread, which is the best acknowledge I get.

If you need any help in the future, I think you can use the @ sign like @EmilyS726 to tag me, I would get an email notification that way. However, I cannot guarantee I know every topic though. But would gladly help if I know how to handle it.