Cannot Sign In with Work Email/Organization Email

Have your Microsoft 365 administrator enable the Microsoft Teams service plan on your existing work license instead of selecting Start trial.

The trial screen means Teams currently does not detect an active Teams entitlement for the signed-in identity. A user whose assigned license includes Teams can sign in only when its Teams service plan is turned on; that user should not need or qualify for Teams Exploratory. ^1^

Administrator steps

An administrator with at least User Management Administrator privileges should:

1. Open the Microsoft 365 admin center.
2. Go to Users → Active users.
3. Select your work account.
4. Open Licenses and apps.
5. Confirm that:
   • A paid product license that includes Teams is assigned.
   • Under Apps, the Microsoft Teams service plan is selected.
6. Select Save changes if anything was changed.
7. Sign out of Teams completely, then sign back in with the Work or school account.

Teams user licenses and their included services are managed through these Microsoft 365 admin-center interfaces. ^2^

Do not start the Exploratory trial as a substitute for correcting the paid license. Starting it creates a separate trial entitlement and can also affect service-plan assignments such as Exchange Online. ^1^

If Teams is already enabled

Check whether Teams is using the wrong account or organization:

1. In Teams, select the profile picture.
2. Review the active account and organization.
3. If necessary, select Add another account → Create or use another account.
4. Sign in with the organization-managed work or school account, not a personal Microsoft account using the same email address.
5. Select the correct organization from the profile menu.

Teams supports multiple accounts and organizations, and the active one can be changed from the profile menu. ^3^

If the address exists as both a personal Microsoft account and a work account, select Work or school account at the account-type prompt. Those are separate identities and cannot be merged. ^4^

If the license and account are correct

Ask the Microsoft 365 administrator to run the Teams Sign-in diagnostic:

1. Open the Microsoft 365 admin center.
2. Start the Teams Sign-in diagnostic.
3. Enter the affected work email address.
4. Select Run Tests and apply the reported remediation.

This diagnostic requires a Microsoft 365 administrator and is unavailable for certain sovereign Microsoft 365 environments. ^5^

If the diagnostic confirms the license and service plan but the trial screen remains, the administrator should open a Microsoft 365 support request with the diagnostic results and a screenshot of the trial prompt.

References

1. Manage the Microsoft Teams Exploratory license
2. Manage Teams licenses
3. Manage accounts and organizations in Microsoft Teams | Microsoft Support
4. Which account do you want to use? | Microsoft Support
5. Resolve sign-in errors in Teams