A second family member is unable to access Microsoft 365 Family Plan

Question

I purchased the Family Plan in March 2026. I have been using Microsoft 365 Family Plan successfully. Today my wife attempted to log in on her computer and received the following message:

Another account from your organization is already signed in on this device. Try again with a different account.

Her device is not my device. Why can she not log in?

Answer 1

Hi,

I will walk through a few steps with you. Some of these are just to help figure out what is wrong, not to fix it right away. So if nothing changes after a step, that is normal. I will keep going until we solve it.

Press Windows+R keys on the keyboard, or Right-click Start on the Taskbar and choose Run.

Paste this:

%localappdata%/Microsoft/OneAuth %localappdata%/Microsoft/IdentityCache

Press Enter.

Empty its contents i.e. delete everything inside.

Try signing in again - if it doesn't help let me know if there is a work account configured on the device.

I look forward to hearing from you to get the results of the troubleshooting.