Can't sign into university account to use Microsoft Office

Hi @Eilidh,

Thank you for reaching out to the Microsoft Q&A Forum.

Since you can still access Microsoft 365 through the web and on your Mac, your license is active. This indicates the problem is device-specific and most likely related to Microsoft 365 desktop authentication on Windows. Common causes include corrupted credentials, broken authentication tokens, or local configuration issues. Although your IT team already cleared the credentials cache, performing a deeper cleanup can often resolve stubborn sign-in problems. Please follow the steps below, they’re designed to be straightforward and tailored to your situation.

You can try the following steps and then check if the issue persists or not.  

1. Please sign out your accounts from Office applications, then close all Office applications.   
2. Open File Explorer, paste the following path, and delete all files and folders. %localappdata%\Packages\Microsoft.AAD.BrokerPlugin_cw5n1h2txyewy   
3. Go to settings > Accounts > Access work or school
4. Check if you can see your school account in "Access Work or School".   

If you can see it, please select it and select Disconnect. After that, please click "Connect" and log into your business account again to register the device.   

1.  Clear Cached Credentials   
   • Open the Control Panel on your PC.   
     • Go to User Accounts → Credential Manager.   

• Under both Windows Credentials and Generic Credentials, look for any entries related to your Microsoft 365 account.   
• Select and remove those entries.   
• Restart your computer and try adding your account in Office again.   

Download OLicenseCleanup.vbs and run it. In this way, you can use this package to remove license, remove cached identities in HKCU registry and remove credentials. For more details, you can refer to this article: Reset Microsoft 365 Apps for enterprise activation state. 

• Reboot your device. 
• Reopen Office apps and sign in with the correct account. 

Note: Please understand that our initial response does not always resolve the issue immediately. However, with your help and more detailed information, we can work together to find a solution. 

I hope this information is helpful. Please follow these steps and let me know if it works for you. If not, we can work together to resolve this. 

Thank you for your patience and your understanding. If you have any questions, please feel free to reach out. 

I'm looking forward to your reply. 

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