I've lost access to Word, Powerpoint and Excel but not Outlook

Question

I have a Microsoft 365 Business Standard licence assigned to @ejmproperty.com.au. Outlook works, but Word, Excel and PowerPoint will not activate. The problem started immediately after the Microsoft 365 update on 1 August. I have already completed an Online Repair, restarted my computer, confirmed my licence is assigned in the Microsoft 365 Admin Centre, and I can sign into the Microsoft 365 portal successfully. Word displays the message: "Another account from your organization is already signed in on this device." Please check my Office activation and device activation records.

Answer 1

Hello @Elizabeth Macpherson

First, I would like to clarify that, as an Independent Advisor in this public forum, I do not have access to backend information or the tools required to investigate account-specific details. Only Microsoft Support Engineers have the necessary authorization to perform those checks due to Microsoft's privacy and security policies.

Therefore, my role here is to provide guidance, troubleshooting steps, and relevant information to help you move forward rather than directly resolve the issue.

To help identify the possible root cause, I'll do my best to gather more information and work through the issue with you step by step.

From what you described, Outlook is working fine with your Microsoft 365 Business Standard licence, but Word, Excel and PowerPoint are showing the activation message about another account being signed in. I understand this started right after the August 1 update, and you have already tried an Online Repair, restarted your computer, and confirmed the licence assignment in the Admin Center.

Might I confirm the following?

• Is anyone else in the same tenant experiencing the same issue? This will help determine whether the issue is affecting multiple users or is isolated to your account.
• Have you tried signing in to the web version of the affected app(s) through a browser? If not, please give it a try.
  • https://powerpoint.cloud.microsoft/  
  • https://word.cloud.microsoft/  
  • https://excel.cloud.microsoft/ 
• If you have already tried using a browser, could you also try signing in using an InPrivate/Incognito window to see if the issue persists?
• Finally, you mentioned that Word displays the message: "Another account from your organization is already signed in on this device." Could you please confirm whether this is a company-provided computer or a personal device? Also, are you signed in to Word with more than one account?

I look forward to hearing from you.

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