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Unable to connect to office account

ruben_ribeiro -  
madmyke Posted messages 52304 Registration date   Status Moderator Last intervention   -
Hello,

I have a problem with my Office account.

I can log into my Office account via the internet to access my interface.

However, I cannot connect to my account through Word or Excel to activate my product. An error message states that my email is probably incorrect.

I have tried various troubleshooting steps such as reinstalling the Office suite, trying on another computer, restarting the PC, and nothing works; I am still stuck.

Thank you for your help.

1 answer

  1.
    madmyke Posted messages 52304 Registration date   Status Moderator Last intervention   12 485
     
    Hello and welcome to CCM.

    Are we talking about an "individual" or "business" Office 365 account (version)?
    Depending on the case, the identifiers may be different.
    Best regards
    --
    "We swallow whole the lie that flatters us and drink drop by drop a truth that is bitter to us."
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    1. ruben_ribeiro
       
      Yes, we are talking about an Office 365 family account.
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    2. madmyke Posted messages 52304 Registration date   Status Moderator Last intervention   12 485 > ruben_ribeiro
       
      Step 1: Launch the Office program. Programs such as Word and Excel are preinstalled on a laptop with a year of Office included. ...
      Step 2: Choose an account. An activation screen will then appear. ...
      Step 3: Sign in to Microsoft 365. ...
      Step 4: Accept the terms. ...

      Are these steps properly followed? Is the account address the same?
      Has the Microsoft account been properly set up on the PC? (for example, through the Microsoft Store)

      Have you read THIS LINK from Microsoft with the details?
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    3. ruben_ribeiro > madmyke Posted messages 52304 Registration date   Status Moderator Last intervention  
       
      Yes, these steps are good, and after entering the email address, once the email is validated,
      it is impossible to access the password step as a message appears stating that the email is likely incorrect.

      Yes, the Microsoft account has been properly set up.
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    4. madmyke Posted messages 52304 Registration date   Status Moderator Last intervention   12 485 > ruben_ribeiro
       
      Maybe the Windows Credential Manager:
      Click the Windows start button, type manager or credential manager.
      A window opens check if in the web or Windows section you have something related to your Microsoft account (WEB) or if there are one or more lines in WINDOWS with 'Office 2016 something'.
      Delete what you find.
      (there is no risk it is just a cache that contains the login information).

      Restart the PC.
      Repeat the activation procedure.
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    5. ruben_ribeiro > madmyke Posted messages 52304 Registration date   Status Moderator Last intervention  
       
      I just looked at the PC, being new there’s nothing on Windows so the problem doesn’t come from there.
      Thank you very much.
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