Error message login credentials incorrect

Question

Error message login credentials incorrect

None Ofyourbusiness 0

Every day for the past three months I have been greeted with an error message telling me my credentials are incorrect even though I am signed into my account and everyday I have to sign in and generate a code to ensure the system works, yesterday my system completely broke down and I had to have my system wiped which i think is related to the system not accepting my credentials its as if its got old credentials from my previous subscription locked in, today I paid to have my system wiped and I am trying to update my desktop and again I am greeted with the same error message and why you don't have a chat or phone access for customer is beyond me especially since your fees have more than doubled for year. How do I stop this error message and prevent my system from locking up again?

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Answer 1

Hi, @None Ofyourbusiness

Sorry you've been dealing with this for three months, and paying for a wipe only to see the same message again is really frustrating. Most likely Office is still holding on to old sign-in or license info from your previous subscription, so it keeps asking you to prove who you are.

Here are some suggestions you can try:

Open Word, go to File > Account and click Sign out. Then close all Office apps.

Click Start, type Credential Manager and open it. Click Windows Credentials, then remove every entry that starts with MicrosoftOffice or mentions your old email.

Go to Settings > Accounts > Email & accounts and remove any old Microsoft account you don't use anymore. Then go to Settings > Accounts > Access work or school and disconnect anything you don't recognize.

Run the Microsoft 365 activation troubleshooter in the Get Help app. Click Start, type Get Help, open it and search for "Microsoft 365 activation." It clears out old license info automatically.

Restart your PC, open Word and sign in with the email that has your current subscription.

Once the old saved sign-ins are gone, Office stops checking the wrong account and the daily prompt should go away.

If it still comes back, you can reach support at support.microsoft.com/home/contact. Sign in with the account tied to your subscription first so the subscriber support options show up.

Please be advised that this is a user-to-user support forum. Moderators and contributors, including external Microsoft employees, are not allowed to directly interfere with Microsoft product features or access back-end systems. Our role is limited solely to providing technical guidance on reported incidents, requests, or ideas.