Help : Erreur de compte. Nous ne pouvons accéder à votre compte pour l'instant ...

Jean-Maurice Boisaubert 0

Bonjour, depuis quelques jours j'ai l'erreur suivante dans les produits Office (Excel, Word, ...), version Microsoft Office Professionnel 2021 : "Erreur de compte. Nous ne pouvons pas accéder à votre compte pour l'instant. Pour corriger ce problème, reconnectez-vous" .

Bien que j'arrive à me connecter, j'ai toujours la même erreur qui s'affiche. Par conséquent, je ne peux télécharger et utiliser des compléments.

J'ai tenté de vider le cache Office, de réparer l'installation Office mais aucune de ces solutions n'a résolu le problème.

Avez-vous une solution?

Merci

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pour votre retour et votre support.

1 answer

Jiajing Hua-MFST 11,510 Reputation points Microsoft Vendor

2024-11-07T06:42:41.3733333+00:00
Hi @Jean-Maurice Boisaubert

I suggest you try following steps to have a check:

Sign out your account from Office apps.

Search and open Credential Manager, go to Windows Credentials > Generic Credentials > remove credentials which is related Microsoft 365 and OneDrive.

Search and open Registry Editor, locate to Computer\HKEY_CURRENT_USER\Software\Microsoft\Office\16.0\Common\Identity\Identities, remove all identities under the Identities registry entry. (Before you modify it, you may back up the registry for restoration in case problems occur. )

Reopen one Office app, sign your account back for a check.

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Jean-Maurice Boisaubert 0 Reputation points

2024-11-09T16:29:31.27+00:00

Hi @Jiajing Hua, i follow the steps you suggest me, but i have always the error. Have you any other idea to resolve it. Thanks you for your help.

Jean-Maurice Boisaubert 0 Reputation points

2024-11-09T16:33:34.7866667+00:00

Hi @Jiajing Hua-MFST I follow the steps you suggest me but it doesn't resolve the problem. Have you any other suggestion to resolve the error? Thank you for your help.

Jiajing Hua-MFST 11,510 Reputation points Microsoft Vendor

2024-11-11T08:21:37.87+00:00

Hi @Jean-Maurice Boisaubert

Thanks for your back.

It's recommended to change the network, such as connecting to mobile hotspot, network proxy, etc.

Please download the OLicenseCleanup.zip file, extract the OLicenseCleanup.vbs script, and run it using elevated permissions to remove licenses and cached account information.

If this step does not work, I suggest you go to www.office.com or Services & Subscriptions page, check whether there is the Office 2021.

Then uninstall Office, restart the PC, download the Office from one of the links above to re-install.

Jean-Maurice Boisaubert 0 Reputation points

2024-11-12T11:12:59.9333333+00:00

Hi @Jiajing Hua-MFST Just a precision, my pack Office was pre-installed on my PC when i bought it. Could i run this vb script without any problem to use my pack office in the future? In others terms, i don't have the software installation to re-install completely the pack Office from scratch.

Thank you for your help.

Best regards,

Jean-Maurice

Jiajing Hua-MFST 11,510 Reputation points Microsoft Vendor

2024-11-13T03:10:52.8133333+00:00

Hi @Jean-Maurice Boisaubert

Thanks for letting me know your concerns.

If you have the work or school account, it's recommended to sign out account from Office apps, close all Office apps and OneDrive, got to Windows Settings > Accounts > Access work or school, then removed any account that was in there by hitting Disconnect.

Then please re-open Office apps and sign account back for a check.

I still suggest you go to www.office.com or Services & Subscriptions page, check whether there is the Office 2021.

If the Office 2021 is shown on those webpages, it means your Microsoft account is bound to the Office license, the installation package can be download from those webpages, and you can re-install it later.

Jiajing Hua-MFST 11,510 Reputation points Microsoft Vendor

2024-11-18T08:58:27.3833333+00:00

Hi @Jean-Maurice Boisaubert

Sorry to bother you, does this account error persist?

Any issues, welcome to post back.

Jean-Maurice Boisaubert 0 Reputation points

2024-11-18T11:00:36.35+00:00

Hi Jiajing Hua-MFST, my error account doesn't persist anymore after downloaded as you said the OLicenseCleanup.zip file, extracted the OLicenseCleanup.vbs script, and run it to remove licenses and cached account information.

Thank a lot for your help!!!

Have a nice day.

Jean-Maurice Boisaubert 0 Reputation points

2024-11-18T11:04:22.5433333+00:00

Hi Jiajing Hua-MFST, my account error doesn't persist anymore since i downloaded as you said the OLicenseCleanup.zip file, extract the OLicenseCleanup.vbs script, and run it to remove licenses and cached account information.

Thanks a lot for your help!

Have a nice day!

Jiajing Hua-MFST 11,510 Reputation points Microsoft Vendor

2024-11-19T09:20:59.9166667+00:00

Hi @Jean-Maurice Boisaubert

Thanks for your sharing, I am glad that your issue went away.

Could you please mark my reply as an answer? This action can help other users on Q&A forum who have the same issue and search this thread.

Thanks for your understanding.
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Help : Erreur de compte. Nous ne pouvons accéder à votre compte pour l'instant ...

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