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'Try Another Account' Message

Anonymous
2023-11-26T17:43:53+00:00

Hi!

I'm having some problems trying to activate my Microsoft Office 2021.

If I enter the product key, it then sends me to a log-in screen.

When I log in using the account details my product key is linked to, for some reason, Office changes the email address I entered to a completely different email address - and then says "Try another account - We couldn't find any Office licenses associated with randomemailaddress2020@outlook.com. If this isn't the account you used to buy or subscribe to Office, try signing in with a different work, school or Microsoft account".

So for example,

I'm entering '****@outlook.com' - but Office is changing it to randomemailaddress2020**@outlook.com

Why does it add "2020" to the email address I'm entering - which then stops it from recognising my actual email address (which then flags up the error that my license is not linked to this email address).

By the way, the email address used in this example is obviously not my real email address!

Microsoft 365 and Office | Subscription, account, billing | For home | Windows

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  1. Anonymous
    2023-11-26T18:23:11+00:00

    Hello Carl B,

    Welcome to Microsoft Community.

    I am a Microsoft user just like you, I hope you are doing well.

    You did not specify which Office 2021 license you have. However, I will need you to make sure that your copy of Office is activated correctly in any application (Word, Excel, PowerPoint, Outlook).

    Open any Office app and click 'File' -> Account section. You will see what Office you have installed, if it is your Office 2021 license.

    Please attach a screenshot as this will be helpful.

    If it is, I will suggest you delete Office credentials from your PC and try activating again.

    To delete Office credentials:

    Click Start > Control Panel > User Accounts > Credential Manager> In the Windows Credentials and Generic Credentials section, remove all stored credentials referencing the Office 365 or Microsoft Office: Select the Credential. Click Remove.

    Note: Under Generic Credentials, look for any entries containing “OneDrive Cached Credentials” and MicrosoftOffice16 and MicrosoftOffice15 credentials and Remove all.

    Please let me know if you need any more assistance.

    Give back to the Community, Help the next person who has this issue by indicating if this reply solved your problem. Click Yes or No below.

    Warm Regards

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