Login to Microsoft Word

Hello Greg Buckle,

Could you please confirm the exact name of the Microsoft 365 subscription you purchased? This information is important because some subscriptions include only the web versions of Word, Excel, PowerPoint, and other Microsoft 365 applications. These subscriptions cannot activate the desktop applications installed on a computer.

Could you also provide the exact error message that appears when you try to sign in or use the application? If possible, please share a full screenshot after hiding your email address and any personal or sensitive information.

In the meantime, please try the following steps:

1. Sign out and close Microsoft applications

Sign out of Microsoft Teams and any other Microsoft 365 applications that are currently using the affected account, including Outlook, Word, Excel, and OneDrive.

Make sure Teams and the other applications are completely closed and are no longer running in the background or in the notification area of the taskbar.

2. Disconnect and reconnect the work or school account, if listed

Open: Settings > Accounts > Access work or school

Select the affected account and choose Disconnect

Before disconnecting the account, please make sure that it is not the only account used to sign in to Windows and that you have access to another local administrator account. If the computer is managed by your organization, please contact the IT administrator before proceeding.

After disconnecting the account, restart the computer. You can reconnect it later from the same location if necessary.

3/ Delete cached authentication tokens

Open File Explorer, paste the following path into the address bar, and press Enter: %localappdata%\Packages\Microsoft.AAD.BrokerPlugin_cw5n1h2txyewy

Delete the files and folders within this location. This removes old cached authentication tokens that could be contributing to the login loop.

4/ Remove saved credentials

• Open Windows Credential Manager: Press Windows Key + S, type Credential Manager, and open it. 
• Go to Windows Credentials. 
• Look for entries related to Microsoft 365, Office Onedrive, Teams or the affected work or school account
• Remove those entries to clear old authentication tokens. 

After completing these steps, restart the computer and try signing in again.

Please let me know the exact name of the subscription, whether you are using the desktop applications or Microsoft 365 on the web, the exact error message or a screenshot, and the result after completing the steps above. This information will help me better understand the issue and provide the most appropriate guidance.

This information will help me better understand the issue and provide the appropriate next steps.

Kind regards,