Ipad pro and microsoft apps not working since last update

Eric Werner 0 Reputation points
2026-04-01T01:07:07.54+00:00

Hi,
I have a new ipad pro and the Microsoft apps worked fine until the last update on March 25.

when I open the app my company have a policy to ask for a pin. The keyboard does not show up and when the apple keyboard is connected that doesn't work either.

I have turned the ipad off and on and re-installed the microsoft app's but no change.

I'm on IpadOS 26.4 and the latest downloadable office 365 apps.

What else can I do? I can't use the device for work as it is now.

Kind regards,

Microsoft 365 and Office | Excel | For business | iOS

2 answers

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  1. AI answer

    2026-04-01T01:07:29.1733333+00:00

    Based on similar iPad Pro issues with Microsoft 365 apps after recent updates, the problem is most likely in the current app build and not in the device configuration.

    Try the following in order:

    1. Fully close and relaunch all Office apps
      • Swipe up from the bottom, pause to show the app switcher, then swipe up on each Microsoft app (Excel, Word, PowerPoint, Outlook, Teams, OneNote) to close them.
      • Reopen one app and test the PIN prompt again.
    2. Reset app sign‑in/credentials (for each affected app)
      For OneNote (pattern is similar for other Office apps that expose Reset options):
      1. Go to iOS Settings > OneNote.
      2. Under Reset OneNote, turn on Delete Sign‑In Credentials.
      3. Make sure OneNote is not running (close it from the app switcher).
      4. Reopen OneNote and sign in again.
        Since Office apps share identity, repeat for any app that has a similar Reset / Delete Sign‑In Credentials toggle.
    3. Reset Office apps on iPad (where available)
      For Word/Excel/PowerPoint on iPad:
      1. Open Settings on the iPad.
      2. Scroll down and select Word, Excel, or PowerPoint.
      3. Under RESET, tap Reset <app name>.
      4. Enable Delete Login Credentials.
      5. Close the app from the app switcher and reopen it, then sign in and test the PIN prompt.
    4. Confirm the correct account and license
      • Use a browser to sign in to Microsoft 365 and verify that the work account has an active Microsoft 365 license.
      • If the license is missing or expired, contact the Microsoft 365 admin to assign or fix the license, as missing licenses can cause mobile apps to misbehave.
    5. Check for newer app updates
      • Open the App Store, go to Updates, and install any newer versions of the Microsoft apps.
      • Similar issues on iPad (Outlook not responding, Teams camera upside down, Excel becoming unusable) have been fixed by subsequent app updates.
    6. If still blocked, contact the organization’s IT/admin
      • Because the PIN prompt is enforced by a company policy (likely Intune/Conditional Access), the admin may need to:
        • Confirm that the latest app version is supported with iPadOS 26.4 and the current app protection policies.
        • Check for any known issues with the latest Office builds on iPad Pro and deploy a fixed version or adjust policy if necessary.

    If none of the above resolves the issue and there is no newer build available, the remaining action is to work with the organization’s IT or Microsoft support, as this matches other cases where a new software update on iPad Pro temporarily broke Office functionality until Microsoft released a fix.

    References:

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  2. Jade Ng 15,310 Reputation points Microsoft External Staff Moderator
    2026-04-01T02:07:46.53+00:00

    Dear @Eric Werner,

    Thank you for your patience, and I sincerely apologize for the inconvenience you have experienced. Based on my investigation, this behavior is related to a known issue affecting iPad devices running iPadOS 26.4 when Microsoft applications are protected by a company security policy that requires a PIN. After the recent update, the PIN input screen appears in Microsoft apps, but the on-screen keyboard does not display, and external Apple keyboards also do not respond. As a result, users are unable to enter the PIN and access the apps.

    This issue has been reported by multiple organizations and has been acknowledged by Microsoft as a platform-related problem involving iPadOS 26.4 and the Intune App Protection mechanism. It is not caused by device configuration, user actions, or licensing, and reinstalling the apps or restarting the iPad does not permanently resolve the problem.

    For reference, please refer to: The pincode dialog will not show keyboard on iOS 26.4

    In this case, I sincerely recommend you contact your Microsoft 365 administrator, follow steps in this article to create a support ticket with Online Support. The support team over there has higher permission than us, they can help check the situation on your side, involve more resource to collect logs and help you do troubleshoot. This would be a more efficient way in handling this case for you.

    For reference: How do I find my Microsoft 365 admin?

    Your company’s Global Admins can also report the issue in the Microsoft 365 Admin Center via Service Health, as shown in the screenshot below. 

    User's image

    While waiting for an official fix, you may try the following workarounds, which have helped some users:

    Method 1:

    • Add English (US) as a keyboard in Settings > General > Keyboard and move it to the top of the keyboard list. In some cases, this allows the on‑screen keyboard to appear at the PIN prompt.
    • As an observation to help illustrate the issue: if you open Settings > Face ID & Passcode, the keyboard initially appears to enter the device passcode. However, if you swipe to switch apps while the prompt is visible and then return to the settings screen, the keyboard disappears. This behavior demonstrates the underlying system issue affecting secure PIN input on iPadOS 26.4.

    Method 2:

    For each affected Microsoft app (Word, Excel, Outlook, Teams, OneNote):

    • Go to iPad Settings
    • Scroll down to the app (e.g., Word)
    • Tap Reset
    • Enable Delete Login Credentials
    • Force close the app (swipe it away)
    • Reopen and sign in again

    Please note that I have escalated this issue to my supervisor. However, as a community moderator, my role is to provide guidance and simple fixes; I do not have the ability to directly influence or expedite the engineering team's troubleshooting process. I appreciate you're understanding on this matter. 

    Your patience and understanding are greatly appreciated as Microsoft works to fully resolve this. 

    Thank you again for your time and understanding. Hope you have a great day!!

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