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Can't sign in to Word on my phone

Anonymous
2017-12-07T01:34:59+00:00

My Microsoft account on my phone works fine, and I can sign in using the Microsoft Account website. When I go to sign in from Word on my phone, "Can't complete task. Office encountered a problem." How do I resolve this? The problem is Word, not the Microsoft account.

***Moved from:Mobile Devices / Other Windows mobile devices / Apps + Store / Other/Unknown.***

Microsoft 365 and Office | Word | For home | Windows

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  1. Anonymous
    2017-12-17T05:22:35+00:00

    Hi Larry,

    We appreciate the information you provided. The "Can't complete task. Office encountered a problem" error appears if the Microsoft account that you used to sign in doesn't match the app version that you have on your phone. Just to confirm, did you download the standalone Word app from your device's app store, or was it included in an Office 365 bundle? If it's included in Office 365, we suggest that you download the standalone Word app and log in using your second Microsoft account. If your original Microsoft account has an Office 365 subscription, use that account to log in instead.

    Let us know if you're able to sign in to the Word app using these suggestions.

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  2. Anonymous
    2017-12-07T14:50:05+00:00

    Hi Larry,

    Based on the information you have provided, we may need to do further investigation. We'd like to know the following:

    • Which phone model and version of Windows are you using?
    • When did the issue start?
    • Have you made any changes prior to the issue?
    • What troubleshooting steps have you done so far?

    We're looking forward to your reply.

    Regards.

    The Microsoft account for the cellphone is ******@gmail.com

    Cellphone is a Huawei SCL-L04 (Android), Word version 16.0.8730.2050

    Issue started after being prompted that this was the last time using Word without signing in, so I tried signing in with the computer Microsoft account. I then created a separate Microsoft account for the cellphone. After I encountered the problem, I reset that account and tried a few more times. After I realized that I could sign in to Microsoft account on phone, I discovered the problem was with Word.

    The cellphone Microsoft account has been reset at least once or twice, because that was the recommended solution upon not being able to sign in.

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  3. Anonymous
    2017-12-07T14:37:23+00:00

    Hi Larry,

    Based on the information you have provided, we may need to do further investigation. We'd like to know the following:

    • Which phone model and version of Windows are you using?
    • When did the issue start?
    • Have you made any changes prior to the issue?
    • What troubleshooting steps have you done so far?

    We're looking forward to your reply.

    Regards.

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