How to remove work email account from Outlook app

Question

I have recently changed jobs and I am unable to link my Outlook app to my new job email address/Outlook account because the app still thinks/is showing my old employer's address and I have been unable to remove it. There is nowhere left for me to remove the old employer's information (deleted VPN, all other Microsoft apps, all Microsoft cloud back-ups, EVERYTHING and I've probably deleted and re-installed the app 10+ times) and my old employer confirmed they are no longer managing my phone. When I select "Add Account" in the app to add my new email I get the message "Misconfiguration Alert - Your organization's support team wants you to login with this account [old email address] But you tried with [new email address]. Contact your organization's support team for help." I have also received this error message: "AADSTS90072: User account [new email address] does not exist in tenant [old employer name] and cannot access the application in the tenant. The account needs to be added as an external user in the tenant first. Sign out and sign in again with a different Azure Active Directory user account."

Also should note there is nowhere on the screen where I can select and/or delete the old account when it appears on the app - nothing happens when I tap anywhere on or around the email address shown and there's no other menu or icon with further options.

Any advice??

Answer 1

To remove your old work email account from the Outlook app, you can try the following steps:

1. Sign Out of the Old Account: Open the Outlook app and go to the settings. Look for the option to sign out of your old account. This may help in removing the old email from the app.
2. Clear App Data: If signing out does not work, you may need to clear the app data. This can usually be done through your device's settings:
   • Go to Settings > Apps > Outlook > Storage > Clear Data.
   • Note that this will remove all data from the app, including any saved emails.
3. Reinstall the App: After clearing the app data, uninstall the Outlook app and then reinstall it from the app store. This should give you a fresh start and allow you to add your new email account.
4. Add Your New Account: Once the app is reinstalled, open it and select the option to add your new email account. Make sure you enter the correct credentials for your new job email.
5. Check for Device Management: If you are still facing issues, ensure that your old employer's device management policies are not still applied to your device. Sometimes, these policies can restrict changes to accounts on the device.

If these steps do not resolve the issue, you may need to contact your new employer's IT support for further assistance, as they may need to ensure that your new account is properly set up in their system.

Answer 2

Dear @Stacy H,

Thank you for posting your question in the Microsoft Q&A forum.

According to your description, the error “Misconfiguration Alert” and AADSTS90072 when you want to sign in with your new work email usually happens because the phone still has a sign‑in “hint” and management data from your previous employer.

Since you use iPhone/iPad, here are some steps I recommend you try while waiting for investigating:

Step 1: Remove the old work account from Microsoft Authenticator

Open Authenticator > Choose your old work account > Click Settings (the gear) > Choose Remove Account to delete the old Work or school account

Step 2: Remove Management Profile

• Settings > General > VPN & Device Management > select the profile from your previous employer > Remove Management.
• You can see the profiles you have installed. If you delete a profile, all of the settings, apps, and data associated with the profile are also deleted.

Step 3: Uninstall Apps

Uninstall Outlook (and Company Portal, if present) to purge shared tokens. If possible, uninstall Teams, Microsoft 365 (Office), Edge (helps clear shared tokens).

Step 4: Clear Safari sign-in cookies

• Settings > Safari > Advanced > Website Data > search microsoft/live/office > Remove (especially login.microsoftonline.com, microsoft.com, office.com).
• Or Settings > Safari > Clear History and Website Data (broader).

Step 5: Reboot the device, reinstall Outlook, and Add Account with your new work email.

I hope this information is helpful. Please follow these steps and let me know if it works for you. If not, we can work together to resolve this. If I misunderstand anything, please feel free to reach out.

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 patience and your understanding. If you have any questions, please feel free to reach out.

I'm looking forward for your reply.

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Answer 3

Dear @Stacy H,

I’m really sorry to hear that this issue is still persisting. I know how frustrating and draining it can feel when something continues to block your work, especially after you’ve already put in time trying to resolve it. You’ve shown a lot of patience, and I genuinely appreciate that.

As a forum moderator, please understand that I don’t have access to the backend tools or account-level controls needed to view or adjust anything within your organization’s Azure Active Directory or device management settings. Those limitations are in place to protect your privacy and security, which unfortunately means I can’t make changes directly on your behalf. I genuinely hope the information we share helps guide you in the right direction, and I'm always here to assist as much as we can within our scope.

Since my goal here is to guide you toward the most effective troubleshooting steps so you can get this resolved as smoothly as possible. Therefore, here are some options I recommend taking:

Option 1: Reach out to your old employer’s IT team again

Since the issue is still occurring, the next best step is to have your previous organization create a support ticket with Microsoft on your behalf. Because the error messages you’re seeing are tied to your old employer’s Azure Active Directory settings, Microsoft Support will need confirmation and authorization from that organization to fully remove any remaining configuration linked to your old account or device.

Please reach out to your old employer’s IT team and ask them to open a support ticket with Microsoft to investigate and clear any residual account or device associations. Once they do this, you should be able to add your new work email to Outlook without any further issues.

Option 2: Contact your new employer’s IT support

Moreover, your new organization can escalate the issue to Microsoft Support on your behalf. Sometimes these issues require administrative access on their side to handle account configurations that affect device management. Please kindly ask them to initiate a support ticket with Microsoft to help with the authentication problem related to the transition from your old employer’s email account.

For more information, here is Microsoft Official Site for Azure support or the IT admin can visit https://support.microsoft.com/en-us/contactus > Choose Azure product to access to the Microsoft Azure portal and create a support request.

Thank you for your patience and your understanding. If you have any questions, please feel free to reach out.

I'm looking forward for your reply.

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