problem with login

Question

Correlation Id: [Moderator note: personal info removed]

Timestamp: [Moderator note: personal info removed]

DPTI: [Moderator note: personal info removed]

Message: The credential is invalid. Unexpected sub status (6008).

Tag: 657rx

Code: 2148073494

Answer 1

Please note that Q&A forum is a public platform, and moderators will modify the question to hide personal information in the description. Kindly ensure that you hide any personal or organizational information the next time you post an error or other details to protect personal data.

Hello Andreea Valentina Ilie

May I ask which Microsoft 365 license you are currently using? You can check it here: https://portal.office.com/account/?ref=Harmony#subscriptions

Also, could you please confirm whether you are able to sign in via the web https://word.cloud.microsoft/en-us/?

If you encounter the same error on the web, the issue is likely related to your account itself. In that case, I would recommend contacting your school’s IT administrator for further assistance. You may also want to check with your IT admin whether there are any restrictions on device sign-in, or ask your classmates if they are experiencing a similar issue.

Additionally, could you please share which device you’re using? The exact model would be very helpful (for example, Samsung S25). Also, please confirm whether your Word app and Android system are fully up to date.

You may try the following steps on your Android device:

• Clear the Word app cache and data by closing the Word app completely > go to Settings > type Word in the search bar and select it > Storage (or Storage usage) > Clear Cache / Clear Data. Then restart the Word app and try signing in again. Note: This will not delete your files saved in the cloud, but it will reset the app’s local settings and sign-in state.
• Remove and re-add your account by going to Settings > Passwords & Accounts (or Users & Accounts) > find your school account, then tap Remove Account. After that, open Word and sign in again from scratch.
• Reset Android System WebView by referring to the steps in this : https://learn.microsoft.com/en-us/answers/questions/5864201/critical-issues-with-microsoft-teams-and-microsoft

However, I’ve also seen this issue occur on Windows. If you are actually experiencing this problem on a Windows device, you may refer to the following article for additional troubleshooting: https://learn.microsoft.com/en-us/answers/questions/5675284/how-to-fix-it-the-credential-is-invalid-unexpected

Please try the steps above and share the requested information so I can further assist you.

---

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.