Still getting login window to my old work Office 365 subscription

Question

I am able to login into Word and Excel using my personal account but I keep getting an additional login wanted my old work account. I have followed many online instructions (ChatGPT and Micorosft help sites) to remove all hooks on my personal laptop to my old work provided 365 subscription but I keep getting the login anyway. I get the login prompt when using Word and Excel but not Outlook. I have removed the registry keys that the instructions have said to remove and the cache folders. I have uninstalled Office 365 and resinstalled it connecting it to my personal subscription. I have removed or locally saved all documents pointing to work folder paths. When I look to see what accounts I have connected to my Microsoft I only see my personal subscription listed. I am at my wits ends trying to solve this issue. Please help!

Answer 1

Hello - the above steps on both answers were the steps I have done recently but I did them again. Deleting each file inside each folder/subfolder. My work account is listed nowhere in Windows settings or as a service on Word or Excel that I can find. Here is a picture of Excel. After restarting I still am being requested to login to a work account. I also have gone thru the update license thing. I also looked at the "unlicensed product and activiation errors in office" article. I looked at my registry and did not see a string value called "SharedComputerLicensing" HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Office\ClickToRun\Configuration. The other options on the KB seems for shared PC's which my laptop was never a shared installation. Is there any other things I should try? My thanks in helping. I really do appreciate it.

Answer 2

Hello

Not sure the exact specific steps you took, but typically this method works for other users in the same situation I helped with.

Can you go to your Windows Settings > Accounts > Access Work or School (note, it is the briefcase icon, not the envelope icon). Then see if the organization email address is still listed? If so, click on it and then disconnect it.

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Next, type contro panel in the search on the taskbar to launch it, then go to Credential Manager > Windows credential tab, look for anything referencing the organization account, right click and delete all that is found.

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Hold down Windows + R keys, copy and paste the following path into the run box (one at a time please), and press enter to launch the folder. When it is launched, delete everything in the folder. If you run into any sub folder that will not allow you to delete, go into that sub folder, and delete from within.

%LocalAppData%\Packages\MSTeams_8wekyb3d8bbwe

%LocalAppData%\Packages\Microsoft.AAD.BrokerPlugin_cw5n1h2txyewy

%LocalAppData%\Microsoft\OneAuth

%LocalAppData%\Microsoft\TokenBroker

%LocalAppData%\Microsoft\IdentityCache  

========================= Restart the computer after that.

Then check to see if the organization account prompt is now gone.

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If for any reason it is still there, can you go into Word, or Excel, go to Files > Accounts tab, share a screenshot of this page please. You can edit to hide your email address.

Answer 3

The behavior matches cached work/school credentials or an old organizational account still being present on the device, even after reinstalling Office. Use the following targeted cleanup steps that align with documented fixes for similar sign‑in conflicts.

1. Fully sign out of Office apps and remove extra accounts
   1. Open Word or Excel.
   2. Go to File > Account.
   3. Under User Information, select Sign out.
   4. Close the app, reopen it, go back to File > Account.
   5. Select Sign in and sign in only with the personal Microsoft account that has the active Microsoft 365 subscription.
   6. In the upper‑right corner of Word/Excel, select the profile name/picture, choose Switch Account, and sign out/remove any old work account entries that still appear.
2. Remove connected services tied to the old work account
   1. In Word or Excel, go to File > Account.
   2. Under Connected Services, remove all services that reference the old work account (OneDrive for Business, SharePoint, etc.).
3. Clear cached Office identity and token data These steps mirror the documented workaround for “another account already signed in” and sign‑in conflicts:
   1. Close all Office apps.
   2. Open Control Panel > Credential Manager > Windows Credentials.
      • Remove any credentials that reference the old work account or its organization (they may appear under Windows or Generic credentials depending on OS version).
   3. In File Explorer, open each of these paths (paste into the address bar one at a time) and delete the contents of the folder:
      • %LOCALAPPDATA%\Packages\Microsoft.AAD.BrokerPlugin_cw5n1h2txyewy\AC\TokenBroker\Accounts
      • %LOCALAPPDATA%\Packages\Microsoft.Windows.CloudExperienceHost_cw5n1h2txyewy\AC\TokenBroker\Accounts
      • Optionally, also clear identity cache folders if present (for example, identitycache, OneAuth, TokenBroker, IdentityCache) as described in similar sign‑in fixes.
   4. Restart Windows.
4. Make sure the device is not still joined to the old organization
   1. Open Settings > Accounts > Access work or school.
   2. If the old work account or organization is still listed there, select it and choose Disconnect.
   3. Restart again.
5. Confirm the correct subscription and re‑associate Office
   1. In a browser, sign in to the Microsoft account portal and verify the personal Microsoft 365 subscription is active and associated with the personal email.
   2. In Word/Excel, go to File > Account and ensure only the personal account is shown, then use Update license or Sign in if prompted.

If the prompt persists after all of the above, repeat step 3 to ensure no BrokerPlugin/TokenBroker data remains, then run the Microsoft 365 sign‑in troubleshooter referenced in the activation/sign‑in article to repair any remaining authentication issues.

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References:

• "Sorry, another account from your organization is already signed in on this computer" in Office 2013
• Microsoft 365 apps activation error "Another account from your organization is already signed in on this computer"
• Unlicensed Product and activation errors in Office
• Can't sign in to microsoft 365 desktop apps - Microsoft Q&A
• How to fix the issue with MS Office asking you to log in every time you open an Office app - Microsoft Q&A