How can I access my accounts using the MS teams and outlook apps as I keep getting an error message.

Niki Roach 0 Reputation points
2026-05-15T20:24:31.14+00:00

I'm able to access my Teams and outlook via a browser but when I try and login via the apps I'm not able to access my 365 account. I keep getting an error message shown below. This relates to a time when I used my work email (the one my account is linked to) to access a clients sharepoint. I no longer have access and the client has advised I've been removed from their organizational lists and am not visible. I can't remove the account details from the login screen and when I try and login I get the following error message.

Please help!

Error message:

Request Id: [Moderator note: Personally Identifiable Information removed]

Correlation Id: [Moderator note: Personally Identifiable Information removed]

Timestamp: 2026-05-15T20:16:21Z

Message: AADSTS90072: User account 'hidden for security' from identity provider '[Moderator note: Personally Identifiable Information removed]' does not exist in tenant 'hidden for security' and cannot access the application '[Moderator note: Personally Identifiable Information removed]'(Microsoft Office) in that tenant. The account needs to be added as an external user in the tenant first. Sign out and sign in again with a different Azure Active Directory user account

Microsoft Teams | Microsoft Teams for business | Sign up and Sign in | Other

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  1. Chris Duong 10,620 Reputation points Microsoft External Staff Moderator
    2026-05-15T22:37:24.4666667+00:00

    Hi @Niki Roach, 

    Good day to you. 

    Thank you for reaching out, and I truly appreciate you sharing the details of your situation.  

    Before we proceed, please note that this is a user-to-user community forum. As a moderator, I don’t have access to your Microsoft 365 tenant, your account, or your Mac device to make changes directly. However, I’ll do my best to support you by sharing the appropriate resources and directing you to the right support channels. 

    Based on the message AADSTS90072, the Office sign‑in flow in the desktop apps is attempting to authenticate you against a tenant where your user no longer exists, so the sign‑in is blocked.

    Here are my recommendations, please try the steps below in order: 

    Step 1 - Fully quit Microsoft apps  

    1. Quit (Cmd + Q) Microsoft Teams, Outlook, Word, Excel, PowerPoint, OneNote. 
    2. Open Activity Monitor and confirm there are no Microsoft app processes still running (Teams/Outlook/Office). 

    Step 2 - Reset Office/OneAuth sign‑in credentials 

    You can try reset the Office authentication cache (OneAuth) using the Terminal command below, which clears stored tokens that can cause “wrong tenant” / stuck sign-in behavior. 

    1. Open Terminal (Applications > Utilities > Terminal) 
    2. Run: defaults write com.microsoft.Word ResetOneAuthCreds -bool YES 
    3. Restart your Mac 
    4. Open Microsoft Word and sign in with your work/school account, then complete MFA if prompted.  
    5. After Word signs in, try signing in again in Outlook and Teams. 

    Step 3 - Remove stored Office credentials from Keychain Access 

    If the apps still fail, Microsoft’s Mac guidance for Office sign-in issues includes deleting Keychain entries that contain“Office” (these can hold stale sign‑in data). 

    1. Open Keychain Access (Spotlight > “Keychain Access”) 
    2. Select login keychain 
    3. Search for: Office 
    4. Delete any entries found (Microsoft notes you may see ~2-6 entries).  
    5. Restart your Mac 
    6. Retry sign-in (Word > Outlook > Teams) 

    For detailed guidance, you can refer to these articles: 

    Step 4 - Remove the Office “Identity” cache 

    If Steps 2-3 don’t resolve it, please try remove the Office Identity cache from the Group Containers location, then clearing related Keychain items and signing in fresh. 

    Note: This step will sign you out of Office apps on this Mac, and you will need to sign in again. 

    1. Quit all Microsoft apps again (Teams/Outlook/Word/Excel/PowerPoint). 
    2. In Finder, choose Go > Go to Folder… 
    3. Paste and open: ~/Library/Group Containers/UBF8T346G9.Office/ 
    4. Delete the folder: Identity 
    5. Open Keychain Access and search/delete entries containing: 
      • Microsoft Office 
      • ADAL 
      • MSOID 
    6. Restart the Mac, open Word, sign in with your work account, then try Outlook and Teams again. 

    Additionally, if Office apps repeatedly request Keychain access or you see “Authentication Session Expired,”: 

    1. Quit all Microsoft 365 apps. 
    2. Open Keychain Access 
    3. Select login keychain > File > Lock Keychain “login"
    4. Launch Word and when prompted, enter your Mac password and choose Always Allow (if available)  
    5. Quit Word and open it again to confirm prompts stop 

    More info here: Office for Mac repeatedly requesting keychain access - Microsoft Support 

    Final step: Remove Office license files 
    Please note this will completely remove all Microsoft 365 for Mac licenses from the device, and you will need to sign in again to reactivate. Before running the tool, please ensure you have the correct account credentials available for reactivation. 

    Review this link to proceed: How to remove Office license files on a Mac - Microsoft Support 

    Contact support 

    Should the issue persists after these checks, please contact your organization’s IT administrator to check your account and tenant configuration. If needed, they can submit a support request through the Microsoft Admin Center so Microsoft Support can investigate further. 

    In case you do not know who is your IT admin, kindly refer to this article: How do I find my Microsoft 365 admin? - Microsoft Support    

    Additionally, if you’re using a Personal account, you can reach out to Microsoft Support through this link: Contact Us - Microsoft Support  

    • Enter Office or your issue in general in the box below "We're here for you" then click "Get Help"   
    • Scroll down and click on Contact Support then log in to your personal Microsoft account     

    I hope this information is helpful. Should you have any further questions or need additional assistance, feel free to reach out.   

    If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have any extra questions about this answer, please click "Comment".  

    Note: Follow the steps in our documentation to enable email notifications if you want to receive email notifications related to this topic.

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  2. AI answer

    2026-05-15T20:24:49.97+00:00

    The error indicates that the desktop apps are trying to sign in against a tenant where the account no longer exists (for example, the former client’s tenant), even though the account still works in the correct tenant via the browser. Local identity/tenant information cached on the device is causing the apps to use the wrong context.

    To fix this, clear the old work/school association and cached credentials, then reinstall and sign in only with the correct account/tenant:

    1. Remove old work/school account from Windows
      • Open Windows Settings → Accounts → Access work or school (briefcase icon).
      • If any old organization or client account is listed, select it and choose Disconnect.
    2. Remove cached credentials and identity tokens
      • Open Control Panel → Credential Manager → Windows Credentials.
      • Remove any entries that reference the old organization/client account or its tenant.
      • In File Explorer, open each of these paths (Windows + R → paste path → Enter) and delete the contents of the folder (if a subfolder cannot be deleted, open it and delete inside):
        • %LocalAppData%\Packages\MSTeams_8wekyb3d8bbwe
        • %LocalAppData%\Packages\Microsoft.AAD.BrokerPlugin_cw5n1h2txyewy
        • %LocalAppData%\Microsoft\OneAuth
        • %LocalAppData%\Microsoft\TokenBroker
        • %LocalAppData%\Microsoft\IdentityCache
      • Restart the computer.
    3. Reinstall and sign in to Microsoft 365 apps
      • Uninstall Microsoft 365 from Settings → Apps → Installed apps.
      • Go to https://www.office.com in a browser and sign in with the correct work account (the one that works in the browser and belongs to the current tenant, not the old client tenant).
      • From there, use Install apps to download and install the desktop apps.
      • When prompted in Teams/Outlook, sign in only with the correct work account. If a sign-in screen shows the old client account, choose Use another account or Sign in with a different account and enter the correct one.
    4. If the error persists
      • Because the message explicitly mentions that the account does not exist in the tenant and suggests signing in with a different Azure AD account, contact the current organization’s IT admin to confirm:
        • The account is active in the correct tenant.
        • There are no conditional access or compliance policies blocking the device.

    These steps remove the old tenant association and corrupted identity caches so Teams and Outlook can authenticate only against the correct Microsoft 365 tenant, matching the behavior that already works in the browser.

    References:

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

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