Problems logging in the Microsoft apps from my IPad

LOCAPUTO FRANCESCA MARIA 0 Reputation points
2026-06-10T13:09:57.22+00:00

I have an IPad and I downloaded both Word and Excel but it doesn’t let me in. I have a Microsoft 365 through my institution ([Moderator note: Personally Identifiable Information removed]). Every time I try to login it says “Error

Another account from your organisation is already signed in on this device. Try again with a different account.”

I thought my friend’s account was logged in but after logging out from every account, deleting all the devises directly from the section on the Microsoft settings, and deleting+redownloading the apps, the problem still persists… I urgently need to access because I have important files to access there.

Thank you a lot for your consideration.

Kind regards,

[Moderator note: Personally Identifiable Information removed]

Microsoft 365 and Office | Excel | For education | iOS
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  1. Jess-Q 12,705 Reputation points Microsoft External Staff Moderator
    2026-06-10T15:03:02.2766667+00:00

    Hi @LOCAPUTO FRANCESCA MARIA

    Regarding your issue, since you're on an iPad and have already signed out, removed devices, and reinstalled the apps, one thing that may still be worth checking is a saved login credential stored in your iPad's Settings rather than within the app itself. In some cases, this can remain even after reinstalling Word and Excel.

    Here are a few steps you can try:

    1. Reset login credentials in Settings
    • Close Word and Excel completely
    • Open your iPad's Settings app.
    • Scroll down the left sidebar until you find Word and tap it.
    • Under the Reset section, tap Reset Word.
    • Slide to enable Delete Login Credentials.
    • Repeat this exact process for Excel (and any other Office apps like PowerPoint or OneNote if you have them installed).
    1. The "Hidden" App Check
    • Microsoft uses a shared authentication system on iOS. If your friend's account is still signed into any other Microsoft app on that iPad, Word and Excel will keep trying to grab that token.
    • Check if you have any of the following apps installed: OneDrive, Teams, Outlook, OneNote, SharePoint, or Microsoft Authenticator.
    • Open them one by one. If you see your friend's account (or even a corrupted version of your own), sign out completely.
    1. Restart your iPad

    Once the credentials are wiped and other apps are checked:

    • Restart your iPad to ensure the system cache completely clears.
    • Open Word first.
    • When prompted to sign in, use your official university email
    • It should redirect you to your university's custom login portal page. Enter your institutional credentials there.

    Hopefully it will help work with your issue and if you have any other questions or need further assistance, feel free to ask.

    Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.

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  2. AI answer

    2026-06-10T13:10:27.43+00:00

    Use the institutional Microsoft 365 account that is actually associated with the subscription and clear any cached sign-ins on the iPad.

    1. On the iPad, open Settings.
    2. Scroll down and select Word (repeat later for Excel).
    3. Under RESET, tap Reset Word.
    4. Turn on Delete Login Credentials.
    5. Close Word completely (double-press Home or swipe up, then swipe Word away).
    6. Repeat steps 2–5 for Excel.
    7. Open Word again. On the Account screen, choose Sign In.
    8. Sign in with the university work/school account provided by the University of Bari Aldo Moro (the same account used for Microsoft 365 at the institution), not an Apple ID and not a friend’s account.

    If sign-in still fails, verify that the username and password work by signing into Microsoft 365 in a browser (for example via the university’s Microsoft 365 portal) and confirm that the account has an active subscription. If the apps still show the same error, contact the university’s Microsoft 365 administrator, as some organizations manage licenses and installations centrally and may enforce policies that affect sign-in on shared or previously used devices.

    References:

    AI-generated content may be incorrect. Read our transparency notes for more information.

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