Log-In Problem

Question

I have an Office 365 account but I cannot log in to my Microsoft Teams program. I have a group that I have been asked to join on this and it is important I get into it. My password that works for the rest of Office 365 does not work for Teams. Can you please help! Thanks!

Answer 1

Hi Austell,

If you have any further question on this issue, feel free to let us know. Meanwhile, for the further investigation, please provide the information brought about in the previous reply.

Regards,

Marvin

Answer 2

Hi Austell,

Thank you for the update. For this issue, I'd like to confirm if you have tried the other suggestions brought about in the previous reply.

1. Could you sign in your account on Teams web version? If you could sign in your account on Teams web version, please regard it as a temporary workaround.
2. Does it available to sign in your account in your colleagues' computer? It could help us know whether the issue is related with your account. 
3. Besides, since some operations can be only performed by admins, could you ask your team leader to help you contact the admins and check if Teams is enabled in your license? 

In the meantime, you can take the following steps to clear Teams cache file to check if it's a client issue.

1.  Fully exit the Microsoft Teams desktop client. To do this, either right click Teams from the Icon Tray and select ‘Quit’, or run Task Manager and fully kill the process.

2.  Go to File Explorer, and type in %appdata%\Microsoft\teams.

3.  Once in the directory, you’ll see a few of the following folders:

 a. From within ‘Application Cache’, go to Cache and delete any of the files in the Cache location.

 b. From within ‘Blob_storage’, delete any files that are located in here if any.

 c. From within ‘Cache’, delete all files.

 d. From within ‘databases’, delete all files.

 e. From within ‘GPUCache’, delete all files.

 f. From within ‘IndexedDB’, delete the .db file.

 g. From within ‘Local Storage’, delete all files.

 h. Lastly, from within ‘tmp’, delete any file.

If the issue still exists, for the further analysis, I'd like to collect the following information.

1. May I know did you see any error message or hint/prompt when you used your account to sign in Teams? If so, please capture a screenshot for the direct understanding because the error message could show us the possible causes. You can send the screenshots in Private Message.
2. What's more, do you know your current environment, Exchange on-premises, hybrid or pure cloud? If it's convenience and you're not familiar with it, please contact the admin to make sure of it.

Regards,

Marvin

Answer 3

Thank you for the reply. I do not have admin control. Our team leader had someone set it up for us. I received an email invitation with them trying to connect me on Teams. We have 365 but it's not allowing me access. My password that works with every other Office 365 apps does not work with Teams.

Answer 4

Hi Austell,

If there's any progress, just update with us when you have time.

Regards,

Marvin

Answer 5

Hi Austell,

Thank you for contacting us. Based on your description, you're unable to login Teams desktop client. For this issue, there're some suggestions for you.

1. Please try to login Teams on the web side to check if it works. https://go.microsoft.com/fwlink/p/?linkid=873020
2. Besides, you can try to use your account to sign in your colleagues' workable Teams app to see if it's available.
3. As far as I know, it's necessary to enable Microsoft Teams of your account license if you want to login Teams. Please contact the admin in your organization to help you check this. The steps are below:

    a. Use an admin account to login Admin portal, click Admin icon to admin center.

    b. Navigate to Users > Active users page, select your account and click Edit in Product licenses.

    c. Check if Microsoft Teams are turned On in your license.

If the issue persists, I'd like to collect the test results above and following information for the further analysis.

1. When you try to login Teams, do you receive any error message? If so, please capture a screenshot to help us narrow down.
2. Also, please grab the screenshot of your product license for us. As a side note, please upload the screenshots via Insert image button.

3. Does anyone else have the same issue in your organization?

Regards,

Marvin