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Microsoft 365 (Outlook for Windows/MacOS/Android/iOS) - Incorrect Authenticated Account or Connected Services

For best results and interaction with your UW-Madison Office 365 account, it is important that your Office application (Outlook, Word, etc) be authenticated with the same account that is configured within your Outlook profile. There are times when this is not the case and will cause access errors, email or calendar syncing issues, or issues syncing to other accounts that you have permissions to. We see this issue for computers that are connected to any Active Directory (AD).

Important: Microsoft Outlook/Office desktop application must be authenticated with only the UW-Madison Microsoft 365 account.

Verify/Reset the authenticated account

Windows OS

  1. If customer is using Teams desktop client, sign out of Teams client.
  2. Quit out of all Microsoft applications, including Outlook, OneDrive, OneNote, etc., and Teams clients.
  3. Start Word.
  4. Go to File tab.
  5. Select Office Account (or Account) from first column.
  6. On the 'User Information' screen, make sure the account that is logged in matches the default account configured within the Outlook profile.
    signed in account within user information screen connected services section within user information screen
  7. If the accounts are not the same, or it has not successfully connected to OneDrive or Sites, or there are any other error(s) within this screen, click the Sign out action until you only see the "Sign in" option.
  8. Then click Sign in action.
  9. Enter the email address associated with your NetID account - netid@wisc.edu.
  10. If redirected to NetID login, enter the credentials associated with the above account.
  11. Restart Word and confirm the "Office Account" (or Account) no longer shows any errors and now matches the default account configured within Outlook profile.
  12. Then restart the affected application and confirm if issue persists.

MacOS

  1. If customer is using Teams desktop client, sign out of Teams client.
  2. Quit out of all Microsoft applications, including OneDrive, OneNote, and Teams clients.
  3. Start Word.
  4. On the start page, click on the account or click on Sign in located at the top left of the window.
    signed in account within user information screen
  5. If the account address does not match your Office 365 NetID account - netid@wisc.edu or it has not successfully connected to OneDrive or SharePoint, or there are any other error(s) within this screen, click the Sign out action until you only see the "Sign in" option.
  6. Enter the email address associated with your NetID account - netid@wisc.edu.
  7. If redirected to NetID login, enter the credentials associated with the above account.
  8. Restart Word and confirm the "Office Account" (or Account) no longer shows any errors and now matches the default account configured within Outlook profile.
  9. If the issue was initially related to Outlook desktop client, please restart Outlook and confirm if issues persist.

Android

If you are experiencing issues (syncing your mail, sending/receiving mail, ect) interacting with you UW-Madison Office 365 account, use the steps outlined at https://helpdeskgeek.com/help-desk/how-to-fix-outlook-not-working-on-android/.

Microsoft Outlook for Android Help: https://support.microsoft.com/en-us/office/outlook-for-android-help-8ffeb4f6-b231-4b20-b36a-07e2bce0504b.

iOS

If you are experiencing issues (syncing your mail, sending/receiving mail, ect) interacting with you UW-Madison Office 365 account, use the steps outlined at https://support.microsoft.com/en-us/office/troubleshoot-outlook-mobile-issues-a264ef01-9c88-48fb-9285-7017e4f31f02.

Microsoft Outlook for iOS Help: https://support.microsoft.com/en-us/office/outlook-for-ios-help-4456b5ef-d20e-4e86-abee-c95f9eba26da.

See Also


Keywordsmicrosoft ms office365 o365 m365 microsoft 365 outlook 2016 windows macos Incorrect Authenticated Account permissions user information active directory AD error accessing calendar subscribe subscription syncing synch synchronization data accounts credentials microsoft ms office365 o365 m365 microsoft 365 authentication android mobile mac ios apple sumsung iphone ipad   Doc ID83004
OwnerO365 S.GroupMicrosoft 365
Created2018-06-18 06:51:37Updated2024-03-28 11:18:05
SitesDoIT Help Desk, Microsoft 365
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