Unable to remove Outlook and Teams from IPhone

Raymond Brooks 476 Reputation points
2026-08-24T19:37:00.8866667+00:00

Hi, i did a migration where we moved the domain to another tenant but for some reason iPhones don't want to let go on the old account and when they login it keeps saying duplicate account.

We've tried clear app, deleting the apps, delete account from the app. Do you have definitive ways to remove the old account for a non iPhone person. Thanks

Outlook | Outlook for mobile | Outlook for iOS | For business
Answer accepted by question author
Chris-D 1,090 Reputation points Independent Advisor
2026-08-24T20:17:57.4666667+00:00

Hi Raymond,

Thank you for sharing the details of your situation. 

As this is a user-to-user community forum, I do not have the ability to directly access or modify your account or service. However, I can provide guidance, recommend next steps, share applicable resources, and direct you to the appropriate support channels so the issue can be investigated further.    

Based on your description, the domain has been moved to the new Microsoft 365 tenant while the users’ email addresses remain the same. The affected iPhones may still have an authentication or device-management association with the previous tenant. As a result, Microsoft apps may detect both the old and new account identities and display the duplicate account message. 

Since you have already cleared and reinstalled the applications and removed the account from within the apps, I recommend focusing on Microsoft Authenticator, Company Portal/Intune enrollment, and the iOS management profile. These components can retain organizational account information outside Outlook or Teams. 

Before removing the account from Microsoft Authenticator, please ensure that the user has an alternative MFA method or can re-register MFA in the new tenant. 

1/ Remove the old account from Microsoft Authenticator 

  • Open Microsoft Authenticator. 
  • Select the account associated with the previous tenant. 
  • Open the account settings and select Remove account. 
  • Restart the iPhone afterward. 
  • Reference: How to sign out from Microsoft Authenticator 

Removing the account will also prevent that iPhone from approving MFA requests for the old account. 

2/ Check for an old Company Portal enrollment 

  • If Microsoft Intune Company Portal is installed, open it. 
  • Go to Devices and select the affected iPhone. 
  • Select Remove device. 
  • Unenrolling may remove access to the old organization’s email, applications, Wi-Fi, VPN, and other protected resources. 
  • Reference: Remove your iOS device from Microsoft Intune 

3/ Check the iOS management profile 

  • Go to Settings > General > VPN & Device Management. 
  • If a management profile belonging to the previous organization is listed, remove it if permitted. 
  • If the profile cannot be removed, the previous tenant’s Intune administrator may need to retire or delete the device. 

4/ Restart and test the new account 

  • Restart the iPhone. 
  • Open Outlook first and add only the account from the new tenant. 
  • If the sign-in page suggests the cached account, select Use another account and manually enter the email address. 
  • If the account is also being added to Apple Mail, select Microsoft Exchange, not Outlook.com, for a Microsoft 365 work account. 

Should the issue continues, please ask the previous tenant administrator to verify and, where appropriate, retire or delete any old iPhone association in Microsoft Intune, Microsoft Entra ID, or App Protection/mobile application management registration, while the new tenant administrator reviews the failed authentication attempt in the Microsoft Entra sign-in logs to determine whether it is being routed to the previous or new tenant. 

Additionally, if needed, you or your IT team can also raise a support ticket with Microsoft Support through the Microsoft 365 Admin Center for deeper investigation. They have access to backend configurations and can perform a more in-depth investigation. At the very least, they can provide the most effective workaround to ensure your experience remains smooth and secure.      

I hope this information is helpful. Should you have any further questions or need additional assistance, please feel free to share them in the comment below. I'm very happy to help.  

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  1. AI answer

    2026-08-24T19:37:22.67+00:00

    Use this cleanup order on the iPhone. It targets the places where the old work account can stay cached even after Outlook or Teams is deleted.

    1. Remove the old work account from iOS
      • Open Settings > Mail > Accounts.
      • Look for the old Exchange, Microsoft 365, or Work or School account.
      • Tap it and select Delete Account.
    2. Remove old device management or enrollment
      • Open Settings > General > VPN & Device Management.
      • If the old organization appears there, remove that management profile.
      • This is important because an old management profile can keep redirecting sign-in to the previous tenant.
    3. Sign out of Teams
      • In Teams on iPhone, tap the profile picture and choose Sign out.
      • Signing out removes account info from the Teams app on that device, but it does not sign out other devices.
    4. Remove the Outlook account from Outlook for iOS
      • Open Outlook.
      • Go to Settings > Accounts.
      • Select the account and tap Remove Account.
    5. If a shared or delegate mailbox from the old tenant is still present in Outlook mobile
      • Go to the accounts section in Outlook settings.
      • Tap the delegate mailbox.
      • Select Delete Account.
    6. Clear Apple Mail account configuration if the old account was added there
      • Open Settings > Mail > Accounts.
      • Tap the old account and remove it.
      • If needed, add it back only as Outlook.com when reconfiguring Outlook.com-based mail in Apple Mail.
    7. Clear Safari sign-in data used by Microsoft sign-in flows
      • Open Settings > Safari.
      • Tap Clear History and Website Data.
      • Then restart the iPhone.
      • This is useful when the device keeps reusing old Microsoft sign-in cookies.
    8. Reinstall Outlook and Teams, then sign in again
      • After the steps above, reinstall the apps.
      • Sign in with only the new work account first.
    9. If the device still shows the old organization or says the account is duplicated
      • The old account may still be associated with the previous tenant as a work/school account or guest account.
      • In that case, the former organization’s administrator must remove that association.

    This is the most complete self-service path supported by the available guidance: remove the iOS mail account, remove any management profile, sign out/remove the account from Teams and Outlook, clear Safari website data, restart, and then reinstall and sign in again.

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

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