multiple users

Question

Our school has laptops in every classroom, and teacher have never have an issue accessing word, excel or other programs. However, there are two classrooms that are no longer able to login in their account, therefore they cannot access word or any other programs. I have tried you use the main account to regain access but it doesn't work.

I do not know who to contact or how to solve the problem. I have tried calling to the number online to get support, but I haven't succeed.

Can someone contact me, so I can give all the information needed.

Thanks

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Moved from: Microsoft 365 and Office | Access | For business | Other

Answer 1

Hi @Alejandra Rodriguez,

Thank you for your detailed response.

When this issue occurs across multiple devices, it typically points to an account and licensing problem, rather than a local Office installation issue. Common causes include:

• License not assigned or recently removed
• Account disabled

In this scenario, there is nothing further an end user can do. You need to identify who the administrator account's owner is. The administrator must review and confirm the following:

1. Check if your accounts are not disabled:

Azure AD → Users → Sign‑in Status

They will need to ensure:

• Account is enabled
• Not blocked by Conditional Access
• MFA completed successfully

1. Check if the licenses are properly assigned and not outdated.

I saw that on your Word document, the current status is Unlicensed. Your IT admin should navigate to Microsoft 365 Admin Center → Users → Active Users → (Select User) → Licenses and Apps

They will need to ensure:

• Microsoft 365 Apps license is assigned
• License status is active (not pending)
• Users → Active users → (User) → Licenses and Apps
• It's important that:
  • Microsoft 365 Apps included
    • License is ON, not pending

I hope this provides enough clarity and helps you stay inform with your current situation.

Thank you for your patience and your understanding. If you have any questions or need further assistance, please feel free to share them in the comments on this post so I can continue to support you.    

Answer 2

Answer 3

Hello

Thanks for your quick response.

• Are the teachers logging in with school-provided Microsoft 365 accounts or local Windows accounts? School-provided accounts
• What exact error message appears when they try to log in? I'll attach some pictures for you to review.
• Is the issue only on those two laptops, or do the same teachers have trouble logging in on other devices? Yesterday, I reviewed all 5 computers, and all of them have the warning sign at the top of the page.
• Were there any recent updates, password changes, or policy changes applied to those devices? No, that we are aware of
• Are these laptops managed through Intune, Active Directory, or another system? They were managed by a company many years ago; since then, I'm not sure. The owner doesn't know how to see if the accounts are under the company's account. We don't know how to access them. Not sure if this makes sense, I'm not a tech expert. I'm just helping find a solution.
• Can any other teacher log in successfully on those two laptops? They have access to some programs but not all. As mentioned earlier, the programs they can work on have a warning sign at the top of the page. When you click it, a message indicates that something needs to be fixed.

Answer 4

Hi @Alejandra Rodriguez,

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

In order to assist you with more accuracy, could you please provide some additional information related to your issue?

• Are the teachers logging in with school-provided Microsoft 365 accounts or local Windows accounts?
• What exact error message appears when they try to log in?
• Is the issue only on those two laptops, or do the same teachers have trouble logging in on other devices?
• Were there any recent updates, password changes, or policy changes applied to those devices?
• Are these laptops managed through Intune, Active Directory, or another system?
• Can any other teacher log in successfully on those two laptops?

Once I have a clearer understanding of your current situation, I’ll be happy to assist you with greater accuracy. Please feel free to share any additional details you believe are relevant. Screenshots are especially helpful and much appreciated.

 

Should you need live assistance, your IT administrator can create a support ticket from the Microsoft 365 Admin Center by navigating to Support > Help & Support

Microsoft also provides customer service phone numbers based on your region. You can find the appropriate contact number here: Customer service phone numbers - Microsoft Support 

In some countries, it is an automated conversation like:  

IVR: What kind of problem are you concerned about?        

You: Authenticator.        

IVR: What kind of product do you use?         

You: Office 365 for business.        

IVR confirmation: education or company account?        

You: For education       

IVR: Are you an administrator?        

You: Yes.        

IVR: Do you have another administrator in your organization?        

You: No.        

IVR: Do you need a... Service request?      

You: Yes. I need to create a ticket.

If you still cannot reach to a live agent, there is still a workaround, you might consider registering for a new tenant by signing up for a trial subscription via this link Microsoft 365 Business Plans and Pricing | Microsoft 365. This would allow you to create a new tenant following the prompts provided. Once set up, you can access the admin console of the new tenant and submit a support ticket requesting to speak with the Data Protection team on behalf of your previous tenant.       

Please remember to cancel the trial subscription once your issue is resolved to avoid any unintended charges.     

 

Please note that forum moderators do not have access to user account settings and cannot assist with logging in, resetting passwords, or changing access rights. While we do not have access to internal systems or administrative tools required to resolve account-specific or backend-related issues, but we’ll continue doing our best to support you within the scope of our responsibilities.    

I hope this helps you regain access to your account quickly. I'm glad to assist and truly hope the information provided has been useful. Please feel free to reach out anytime if you need further assistance.   

If you find my post helpful, kindly consider marking it as the accepted answer. Doing so can assist others in the community who may have similar questions in finding solutions more quickly. 

Thank you for your patience and your understanding. If you have any questions or need further assistance, please feel free to share them in the comments on this post so I can continue to support you.    

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