Teams reset

This usually means the account is being routed to a tenant where Teams access is not available, or the Teams license is not assigned/enabled for that account.

Try these steps in order:

1. Sign out of Teams completely
   • In Teams, select the profile picture at the top right and choose Sign out.
   • Close Teams.
2. Clear the Teams cache
   • Windows:
     • Right-click the Teams icon in the taskbar and choose Quit.
     • In File Explorer, open: %appdata%\Microsoft\Teams
     • Delete the contents of that folder.
     • Reopen Teams and sign in again.
   • Mac:
     • Quit Teams.
     • Delete: ~/Library/Application Support/Microsoft/Teams
     • Reopen Teams and sign in again.
   • Note: clearing the cache removes local Teams data such as web client cache, icons, thumbnails, local message history, display images, and add-ons.
3. Try Teams on the web
   • If the desktop app keeps redirecting incorrectly, try the web version: https://teams.microsoft.com/.
4. Check whether the correct account is being used
   • Make sure the sign-in is with the intended work, school, or government account.
   • If the account does not have Teams access, Teams can show prompts about purchasing or starting a trial.
5. Check whether the Teams license is assigned
   • In the account’s My account page, go to Subscriptions and check whether a Microsoft Teams license is assigned.
   • If no Teams license appears, the organization’s IT admin must verify this in Microsoft 365 Admin Center > Users > Active users > account > Licenses and apps and ensure Microsoft Teams is assigned and enabled.
6. If the account is a guest account
   • A known cause is that Teams signs into the home tenant first, where no Teams license exists, and ignores the guest access.
   • In that case, the customer or host organization’s IT team may need to provide the tenant-specific Teams URL so Teams opens in the guest context instead of the home tenant context.
7. If access was recently approved or changed
   • If a Teams license was just assigned, it can take up to 24 hours to apply successfully.
   • If it still fails after that, the IT admin should remove and reassign the license, then raise a support ticket if needed.

If this happens with every account on the same device, the most likely local fixes are sign out, cache clear, and trying the web app. If it happens only with one organization account, the most likely cause is license assignment or tenant routing, which must be checked by that organization’s IT admin.

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