I have an Office 365 subscription for personal use with two users in it. One user is for me, let's call that account todd@example.com. The other user is for my writing partner, let's call that account jane@example.com.

We have Word documents stored in Sharepoint Online, and I cannot edit them in Word on my Mac because of a very strange problem.

Whether I log on with my todd@example.com account on the Office portal web site and then try to "Open in Word", or if I open Word on my computer first, then log on to Word using my todd@example.com account and then try to open a Word document from Sharepoint Online, I have the same problem.

The problem is, when I go to open the document by either method, I am prompted to log on to Office 365 in a little window, but the prompt is to log on as jane@example.com, not todd@example.com. If I click "use another account" and enter todd@example.com and my password, it just prompts me again and again suggests I log on as jane@example.com, even though I'm already logged on as todd@example.com.

Things I've tried:

  • Clearing everything Office, Microsoft, or Word related from the keychain, including a bunch of random entries that I was directed to by a Microsoft support document.
  • Completely uninstalling all Office apps, removing all Office support files in the Library, etc. (again, as detailed by a Microsoft support document). Then making sure the keychain is clear, then rebooting and re-installing Office and logging into everything from scratch. It still remembers jane@example.com.
  • Checking for any stored passwords in Safari or Chrome (the only browser I use - I never store passwords in a browser so there were none).
  • Making sure nothing on this computer is logged in to Office 365.
  • Doing hours of web searches trying to find any documentation on this problem.

How can I remove this cached (?) account so I can use Word to open Sharepoint Online documents again?

Your Answer

By clicking “Post Your Answer”, you agree to our terms of service, privacy policy and cookie policy

Browse other questions tagged or ask your own question.