Cannot Log In to Microsoft 365 Account

Defghi 20 Reputation points
2026-07-07T04:04:52.23+00:00

Hello,

I have an issue with my Microsoft 365 account. For the background, I have an expired M365 account that were not belong to me so I don't have the access anymore to that account.

So, I am trying to log out this f-ing account and change it either to my office M365 account or to my school M365 account. But whenever I am trying to logged this damn account out, the damn app keep showing me the 'Loading...' window AND THERE'S NO PROGRESS as you can see on the picture I attached.

Does anyone have any idea why this occur? THIS IS SO ANNOYING, I CANNOT DO ANYTHING ON THIS DAMN APP. SOMETHING IS WRONG WITH MICROSOFT'S ATUHENTICATION!!!Screenshot 2026-07-07 at 10.59.33 AM

Microsoft 365 and Office | PowerPoint | For business | MacOS
Answer accepted by question author
Sophie N 18,175 Reputation points Microsoft External Staff Moderator
2026-07-07T04:59:56.99+00:00

Dear @Defghi,

I completely understand your frustration. Getting stuck on an endless "Loading..." screen while trying to switch accounts is incredibly annoying and halts your work entirely.

This issue occurs because Windows and the Microsoft 365 app have cached the authentication tokens of your old, expired account. When the app tries to log out, it gets trapped in an infinite loop trying to validate an identity that no longer exists or that you don't have access to.

To break this loop and force the application to let you log in with your office or school account, please follow these steps:
Step 1: Run the Official Microsoft License Removal Tool

This is the fastest, safest, and official way to clear out corrupt account states on a Mac.

  • Download the official Microsoft Office License Removal Tool
  • Open the downloaded .pkg file from your Mac's Downloads folder and run the installer.
  • Follow the prompts and click Install. Once completed, close the tool.

Step 2: Clear Stuck Credentials from Mac Keychain

  • Open Finder > Applications > Utilities > Keychain Access
  • In the search bar at the top right, type Microsoft.
  • Delete all entry results that look like: Microsoft Office Identities Cache Microsoft Office Identities Settings Microsoft-Adal-Authentication-Context
  • Right-click them and select Delete.

Step 3: Clear Office App Cache

  • Open Finder, press Command + Shift + G to open the "Go to Folder" box.
  • Paste this path and press Enter: ~/Library/Containers
  • Look for folders related to the Office app you are trying to open (e.g., com.microsoft.Powerpoint or simply Microsoft PowerPoint depending on your macOS version) and move them to the Trash.

Step 4: Restart and Sign In

Restart your Mac.

  • Open PowerPoint (or any Office app). You will now be prompted with a completely fresh login screen.
  • Enter your active office or school M365 credentials to activate and use the apps.

Please give this a try and let me know if you encounter any roadblocks!

If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment".   

Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.

Was this answer helpful?

1 person found this answer helpful.

0 additional answers

Sort by: Most helpful
Most helpful Newest Oldest

Your answer

Answers can be marked as 'Accepted' by the question author and 'Recommended' by moderators, which helps users know the answer solved the author's problem.