Diag: Teams Sign-in

IniobongNkanga-8038 296 Reputation points


Please i need your help on this issue.


One of my customer is having an issue in signing into the Mac Desktop Teams - New. They are receiving an error message “Your account or password is incorrect. If you remember your password, reset it now”.

The account is onmicrosoft.com .

The customer is using the correct sign-in credentials?

The customer has not changed his password.

The customer can sign in to other Microsoft services (like Outlook or Office 365) with the same credentials?

The Teams desktop app is up to date?

The Mac's operating system is up to date with OSSonoma 14.5

He has tried clearing the Teams cache on the Mac?

The customer is not using VPN or proxy that could be interfering with the connection?

He cannot sign into the Mac Desktop Teams - New. he keep getting an error message that says something went wrong, try again. Another error message says “Your account or password is incorrect. If you remember your password, reset it now”.

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Microsoft Teams
Microsoft Teams
A Microsoft customizable chat-based workspace.
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  1. JimmyYang-MSFT 50,351 Reputation points Microsoft Vendor


    It sounds like your customer might be encountering a problem with their username or password. Here are some steps they can try to resolve this issue:

    1. Verify Credentials:

    Double-check that they are entering the correct email address and password. Sometimes, a simple typo can cause the error.

    1. Reset Password:
    • If they can't remember their password, they can reset it by following the "reset it now" link in the error message.
    • They should follow the prompts to reset their password and then try logging in again with the new password.
    1. Check Account Status:
    • Ensure that their account is active and not locked or disabled. This may require checking the status of the account in the Microsoft 365 admin center if they have access to it or contacting their IT admin for assistance.
    1. Clear Cache and Cookies:
    • Sometimes, clearing the cache and cookies on the Mac Desktop can help resolve sign-in issues.
    1. Update Teams Client:
    • Make sure that they are using the latest version of the Teams client. They can check for updates and install any available updates.
    1. Reinstall Teams:
    • If the above steps do not work, they might try uninstalling and reinstalling the Teams application.

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