Can't edit desktop Word files despite having a updated subscription

Question

When I go to use Word files on my desktop version I am met with a message indicating that I need to login to create or edit my existing files. I have purchased a 365 Personal Account. After I have entered my email account in the sign in screen, I hit next, and I am taken to a screen to select either work account or personal account. Once I select personal account the screen that would normally ask for my password goes blank (white) and remains that way.

I have logged in using other accounts and I am directed to the password screen as per usual but I still don't have the ability to create and edit using these other accounts, which is why I purchased the 365 Personal Account in the first place.

I have restarted the apps on my desktop and I have restarted my computer but this has not helped.

Furthermore, I was using a free one month trail of Office 365 Family (with the same credentials) and I had no issues whatsoever.

Thanks

Answer 1

Hi @David Bruce

Have you signed out your previous Microsoft account first?

I suggest you close all Office desktop apps, use the OLicenseCleanup.vbs script to remove previous licenses and cached account information: download the OLicenseCleanup.zip file, extract the OLicenseCleanup.vbs script, and run it using elevated permissions.

Then open Word and sign in your license account for a check.

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