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Office 365 couldn't verify account

Corcent
Corcent asked
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I have an issue with office 365. Today, I had 2 users with the "Couldn't Verify Account" drop-down bar at the top of their screen. I have seen this before and simply closed all office windows and then went into the windows credential manager and removed all the Microsoft office entries then re-opened and entered their credentials. This would typically solve it and did for the first user I got with.

The second user is being difficult and the above process doesn't work. I had also done this, rebooted then attempted to re-enter credentials with no luck.

Any thoughts?
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Kevin SchweigerSystem Engineer

Commented:
I would try to remove the complete activation cache for Office365 (therefore you have to know the credentials to activate Office afterwards). But first check, if the subscription is active and not suspended!

Step 1: Run "C:\Program Files (x86)\Microsoft Office\Office16>cscript OSPP.VBS /dstatus"
The script will output the last 5 digits of your licenses

Step 2: Delete the activation cache: C:\Program Files (x86)\Microsoft Office\Office16>cscript OSPP.VBS /unpkey:"XXXXX"
Repeat this step with all your Office365 licenses.

Step 3: Delete the registry keys within this location: HKEY_CURRENT_USER\Software\Microsoft\Office\16.0\Common\Identity\Identities

Step 4: Start Office and try to activate your installation.
arnold
Distinguished Expert 2019

Commented:
Is the account active and licensed in office365.com?
Check IE advanced options security to make sure tls 1.0,1.1,1.2 options are enabled.

do you get an error, possibly you have MFA on the account, it should open IE to confirm...
Commented:
Thanks for the help, I actually found out the issue was due to the wrong subscription. They had Business Premium but needed the E3 style. Once that got changed, the issue was resolved.