Can't remove Office 355 account from iPhone

Question

Hi,

I have a user with an iPhone 11 Pro (IOS 14.2) who is experiencing issues with her Office 365 email account which is configured in the Apple mail app. She wants to delete the account and move it into the Outlook app for IOS. When she goes into General > Mail > Accounts the option to delete her Office 365 email account isn't there. She has tried removing the management profile in Settings > General > Profile & Device Management then uninstalling the Intune Company Portal app and restarting her iPhone by quickly pressing the down volume button, the up volume button then pressing and holding the side button until the Apple logo appears. The option to delete the account is still not there.

She has tried to reinstall the Intune Company Portal app then re-enroll the device but this didn't make a difference. I have made sure the MDM push certificate is valid and that she isn't in breach of any Intune restrictions such as device limit etc. I have tried retiring her device so that it removes the enrollment in the Intune Company Portal app and deletes the Office 365 account. It removes the enrolment but not the actual account so I am at a loss at what can be done to resolve this. I really do not want to have to tell her that she has to factory wipe her iPhone in order for this to work. I think the issue was created by the fact that her old MDM profile was transferred from a backup of her previous iPhone to her new one. Has anyone seen this issue before and what the fix might be?

Answer 1

@Osman Malik ，From your description, I know you want to remove Office 365 account from apple mail app. If there's any misunderstanding, feel free to let us know.

On my iPhone, I find my account information is under Settings->Mail->Accounts->Exchange. May be we can check it there to see if the Office 365 account is therre.

Hope it can help.

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Answer 2

Hi Crystal,

Thank you for replying. There are slight differences in the latest version of IOS where things have been moved around in the settings. On my own iPhone 7 (IOS 14.2) the Office 365 account is in Settings > Mail > Accounts. On older versions of IOS it was under Settings > Passwords & Accounts > Your Office 365/Exchange account. I know with newer iPhones with the latest version of IOS if you enroll with the Intune Company Portal app then it automatically configures the Office 365 account for you, which is why there is no delete button in the IOS settings.

Despite multiple attempts of removing the management profile and the company portal app then restarting the iPhone, the Office 365 account doesn't go away. I tried uninstalling the Company Portal app by pressing and holding the icon on the home screen then pressing the 'x' to delete and I also deleted it in Settings > General > iPhone Storage > Comp portal. No matter what I do the Office 365 account cannot be deleted from the native IOS mail app. I have seen threads on other forums where people have attempted a factory wipe of the device but even this didn't help so I am reluctant to try this. I have already tried everything in this FAQ as well but none of these fixes the problem or the scenario doesn't fit the issue I am having https://learn.microsoft.com/en-us/mem/intune/enrollment/troubleshoot-ios-enrollment-errors.

Best regards,

Osman

Answer 3

When I login to portal.manage.microsoft.com as the user who is experiencing this problem I see that the device fails the compliance check because it wants you to remove the existing Office 365 account. This is not possible because the option is missing when you go to the settings to do this so it is an endless cycle. I have attached a screenshot to show you what I mean.