I need help with removing a mail from my licence

Dear @Munda, Kim, 

Good day! Welcome to Microsoft Q&A forum! 

Based on your description, I understand that you’re trying to remove an old educational email account from your Microsoft license so you can sign in with your new email, but you're still getting an error saying that another organizational account is signed in on your device. You’ve already tried signing out of all Microsoft apps, removing the account from system settings, uninstalling Microsoft apps, and even resetting your computer, but the issue remains. Since you rely on Word for your schoolwork, you’re looking for help with getting the previous email fully removed from your account setup so you can sign in successfully.

I sincerely apologize for the inconvenience caused by this issue.

Regarding this situation, it sounds like your device is still holding on to some cached information from your previous educational account, even though you’ve already removed it everywhere you can.

Please kindly try the following suggestions to check what might have caused the issue:

• Clear old Microsoft Credentials (Credential Manager)
  • Press the Windows key and type Credential Manager > Open Credential Manager
  • Select Windows Credentials
  • Look for entries related to:
    • MicrosoftOffice16 / Office19
    • MicrosoftIdentity
    • AAD / AzureAD
    • Your old school email
  • Click the arrow next to each one to expand it > Select Remove
  • Restart your computer
  • This clears cached authentication tokens that may be causing sign‑in conflicts
• Remove the old Account from “Access Work or School”
  • Press the Windows key > open Settings > select your account to go to Accounts > choose Access work or school
  • Look for your old school/organizational account
  • Click on it and choose Disconnect > confirm the removal
  • Restart your PC
  • This ensures Windows is no longer syncing or managing anything through the old organization
  • 
• Remove old Office activation data
  • Close all Office apps (Word, Excel, Outlook, etc.).
  • Press Windows key + R to open Run
  • Type the following and press Enter: %localappdata%\Microsoft\Office\16.0\Licensing
  • If the folder opens, delete all files inside it
  • Repeat the process with this second location: %programdata%\Microsoft\Office\Licensing
  • Restart your computer

I hope this information is helpful. Please follow these steps and let me know if it works for you. If not, we can work together to resolve this.

Please understand that our initial response does not always resolve the issue immediately. However, with your help and more detailed information, we can work together to find a solution.

Kindly let me know when there are updates or if you need further assistance. Any updates you’re able to share would be really helpful. I appreciate your time and look forward to hearing how things are going! 

Thank you for your time and patience.

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