I tried to change my account details after a business change and now it's just a mess and I'm locked out.

Question

I closed a business and then switched to a home account. I can't get rid of the old credentials even though I setup a new account when I reactivated 365. I can't get in and see all of my mail and when I try to sign in it continues to bring up the old business email which I don't have access to any longer. I'm so stuck.

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Moderator: Moved from Microsoft 365 and Office | Access | For home | Windows

Answer 1

It sounds like you're experiencing issues with account access after transitioning from a business account to a personal account in Microsoft 365. Here are some steps you can take to resolve the situation:

1. Check Credentials: Ensure that you are using the correct credentials for your new home account. Sometimes, the system may default to the old business email if the credentials are not entered correctly.
2. Account Recovery: If you are locked out of your old business account, you may need to complete the recovery form to verify your ownership of the account. You can find the recovery form at https://account.live.com/acsr.
3. Contact Support: If you continue to have issues, consider contacting Microsoft Support for assistance. You can sign in with any account to reach out to them, or create a new account if necessary. They can help you navigate the recovery process and regain access to your emails.
4. Emergency Access Account: To prevent future lockouts, consider setting up an emergency access account (also known as a break-glass account) in Microsoft Entra. This can help ensure you have a backup way to access your account if you encounter similar issues in the future.
5. Leave Organization: If you are still associated with the old business account, you may need to leave that organization. You can do this by going to myapps.microsoft.com, signing in, and following the steps to manage organizations and leave the old account.

By following these steps, you should be able to regain access to your emails and resolve the account issues you are facing.

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References:

• Troubleshoot sign-in issues and account access problems
• I have a question about using this account. Who can I talk to?

Answer 2

Hello Mary Earley,

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

I understand that you are having issue with your Microsoft account. I truly understand how you feel. Let me assist you go through this situation.

As your description, when moving from a Microsoft 365 business account to a personal/home subscription: Windows and Office apps often keep cached credentials from the old account, which can block sign-in and access to your data. I suggest you try these steps:

1. Remove Old Credentials from Windows

Old business account credentials are likely stored in Windows Credential Manager.

1. Open Control Panel > User Accounts > Credential Manager.
2. Under Windows Credentials and Generic Credentials, look for entries related to your old business account (e.g., old email address).
3. Select each and choose Remove.
4. Restart your PC.

2. Sign Out Everywhere

Clear any lingering sessions:

• Go to account.microsoft.com and sign in with your new personal Microsoft account.
• Under Security > Sign out everywhere, confirm sign-out. This forces all apps to reauthenticate.

3. Switch Account in Office Apps

1. Open any Office app (Word, Excel).
2. Go to File > Account.
3. Under User Information, remove the old account.
4. Select Sign in and enter your new Microsoft account credentials.

4. Clear Cached Credentials in Office

If Office still prompts for the old account:

• Close all Office apps.
• Navigate to %localappdata%\Microsoft\Office\16.0\Identity and delete the contents.
• Restart Office and sign in with your new account.

5. Verify Subscription

• Go to account.microsoft.com/services and confirm your Microsoft 365 Personal or Family subscription is active.
• If you see the old business subscription, ignore it—it will expire automatically.

If the above doesn’t work:

• Use the Office uninstall tool to completely remove Office.
• Reinstall from Microsoft 365 setup using your new account.

I hope this will help with your situation. Please feel free to reach back if you have further update or more questions.

Best Regards,

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