Issues with old account from a different organization

Question

Issues with old account from a different organization

Alex 0

So my issue is as follows: I had a different Microsoft account/email bound to a different organization previous to this one. I was logged in with this old email to every device I own. When I open the app on my phone, it keeps opening it with that old account, which I have no access to anymore but I am still logged in at the same time but also not. I keep being thrown into a log-in screen immediately upon opening it, but I can't really log into another account nor log out of this one nor restore the password, since it was handled through the organization. I keep looping through the same log-in screen, with no chance to select a different one or logging out of this one. I can provide a screen recording if needed.

Robert 0 Reputation points

2026-02-07T16:42:10.17+00:00

None of the suggestions work from a mobile phone. It keeps defaulting back to old info, after clearing the cache and fulling uninstalling it. I did this at least three times, even reviewed Outlook as a source, but I see no connection to it. So what is the next big thing we can do?
Lia V 4,985 Reputation points Microsoft External Staff Moderator

2026-02-07T23:08:40.48+00:00

Hi @Robert,

Welcome to the Microsoft Q&A forum.

To ensure you receive the most accurate and personalized assistance, I kindly recommend creating a new thread. This will allow your issue to be addressed more effectively and with focused guidance.

To create a new thread, click "Ask a question" at the top right of the page.

Thank you so much for your understanding and cooperation.

Wishing you a smooth resolution to your issue and a pleasant day.

1 answer

Your answer

Robert 0 Reputation points

2026-02-07T16:42:10.17+00:00

None of the suggestions work from a mobile phone. It keeps defaulting back to old info, after clearing the cache and fulling uninstalling it. I did this at least three times, even reviewed Outlook as a source, but I see no connection to it. So what is the next big thing we can do?
Lia V 4,985 Reputation points Microsoft External Staff Moderator

2026-02-07T23:08:40.48+00:00

Hi @Robert,

Welcome to the Microsoft Q&A forum.

To ensure you receive the most accurate and personalized assistance, I kindly recommend creating a new thread. This will allow your issue to be addressed more effectively and with focused guidance.

To create a new thread, click "Ask a question" at the top right of the page.

Thank you so much for your understanding and cooperation.

Wishing you a smooth resolution to your issue and a pleasant day.

Answer 1

Hi @Alex,

Thank you for reaching out to Microsoft Q&A Forum support.

Based on your description, it seems you're stuck in a frustrating loop where Microsoft Teams on your phone is defaulting to an old, now-inaccessible work account, and you're unable to switch accounts or log out.

To assist you better, could you help me with the following:

Could you sign in your new account on Teams on the web and confirm if the issue also occurs on the web version of Teams?
Are you using an Android phone or IOS? Once specifying the type of phone you are using, I can provide you the specific steps to clear app cache tailored to your device. Clearing cache removes temporary files that apps use to remember previous sessions.
Could you confirm if you can get past the login screen? If yes, please follow the below steps to add your new account to Teams and see if it helps:

Open the Teams app.
Tap your profile picture .
Tap Add account.

If none of these work, could you try to uninstall and reinstall the Teams app on your phone, and then try to sign in with your new account?

Please understand that our initial response does not always resolve the issue immediately. However, with your help and more detailed information, we can work together to find a solution.

Thank you for your understanding and corporation, please feel free to reply with the requested details so we can continue assisting you.

Looking forward to your response!

If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment".

Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.

Lia V 4,985 Reputation points Microsoft External Staff Moderator

2025-08-18T15:03:46.6833333+00:00

Hi @Alex,

It has been a while, and I am writing to see how things are going with this issue. Have you had a chance to check the answer provided? Any update would be appreciated.
Lia V 4,985 Reputation points Microsoft External Staff Moderator

2025-08-19T15:07:46.28+00:00

Hi @Alex,

I hope this message finds you well.

This is my second follow-up to check whether your issue has been resolved. I truly want to ensure your experience is as smooth as possible. If your problem is still ongoing or if you have faced any new difficulties, please share more details about the current steps you are stuck on. I am here and happy to provide further help whenever you need it.

While waiting for your response, I will continue tracking other customer questions on the forum to ensure everyone receives timely support. If you have additional questions, please feel free to tag my name in your reply so I can assist you promptly and more personally.

Looking forward to hearing from you soon.

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Issues with old account from a different organization

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