Issue Accessing Microsoft 365 Account on New Computer

Question

Issue Accessing Microsoft 365 Account on New Computer

Elif İntizamoğlu 5

Hello,

I am currently using a licensed account on my existing computer without any issues. However, I recently received a new computer that has not been used within our company before.

When I try to sign in to Microsoft 365 apps on the new device, I receive the message: “This account doesn't have a Microsoft license.” My old laptop is running Windows 10 Pro, while the new one is running Windows 11 and i have Microsoft 365 Business Premium license.

Additionally, when I attempt to add my account as a “Work or School Account” through the system settings, the process fails. When I try to log in to Outlook, I get another error stating that my account does not have permission to access Outlook on this new device.

Could you please help me understand what might be causing this issue and how I can resolve it?

Thank you in advance for your support.

Best regards,

Elif

0 comments

1 answer

Your answer

Answer 1

Huy-K 10,855 Microsoft External Staff Moderator

Dear @Elif İntizamoğlu,

First of all, please go to Microsoft 365 Copilot | Create, Share and Collaborate and check if you can sign in with the account having Microsoft 365 Business Premium license.

Secondly, contact your IT Admin and ask them to unassign - reassign the license once again. Also, ask them to enroll the new device in Intune if needed. How do I find my Microsoft 365 admin? - Microsoft Support

Then, kindly try these steps:

1> Clear cached credentials, then re-sign in again

Go to Windows Credential Manager > Windows Credentials > Generic Credentials, remove Microsoft/Office-related cached credentials.

Reopen an Office app > File > Account > sign in again with the work account.

2> Try Outlook on the web (OWA)

Try to use Outlook on web and check if anything happens.

I hope the information shared helps point you in the right direction. Please try the steps above and let me know if they work. If not, we can continue working together to narrow this down.

The first response may not always resolve the issue right away, but with your help and more details, we can work toward a solution.

As a moderator, I do not have the tools to investigate your specific account directly because this is a user-to-user support forum. Our role is limited to providing technical support on reported issues, requests, or ideas. However, I will try my best to support as clearly as possible.

If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment".

Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.

Huy-K 10,855 Reputation points Microsoft External Staff Moderator

2026-04-08T00:42:11.7766667+00:00

Dear @Elif İntizamoğlu,

I hope you are doing well.

I just wanted to check if my previous response addressed your question correctly. If there is anything I may have misunderstood, I would truly appreciate it if you could provide a bit more detail to help me better understand your needs.

Also, if you are stuck on anything or find something unclear, please feel free to reply so I can guide you further.

There is absolutely no rush - please respond whenever it is convenient for you. I am here and ready to support you whenever you need assistance. Your comfort and timing are important, so take all the time you need.

Thank you for your time, and I look forward to hearing from you whenever you are ready.
Elif İntizamoğlu 5 Reputation points

2026-04-08T06:30:37.2566667+00:00

Dear @Huy-K

Firstly, thank you for your response.

Yes, I am able to access the link in your first step and sign in. However, when I click on “Devices,” nothing appears. Could this be an issue?

I have contacted my IT administrator and am currently waiting for their response.

I was unable to clear credentials because there are no saved Windows credentials on my computer. I can confirm that I am able to use Outlook Web without any problems.

Approximately two months ago, I experienced a similar issue with Office on my previous computer. You can find the details and the steps I tried here.

I would also like to mention that I have already uninstalled and reinstalled all the apps twice, but the issue still persists.

Best regards,

Elif
Huy-K 10,855 Reputation points Microsoft External Staff Moderator

2026-04-08T06:47:20.0333333+00:00

Dear @Elif İntizamoğlu,

Let wait for your IT administrator response, I think this issue is due to Intune enrollment.
Huy-K 10,855 Reputation points Microsoft External Staff Moderator

2026-04-09T04:26:55.7066667+00:00

Dear @Elif İntizamoğlu,

I hope you are doing well.

I wanted to follow up and check whether your IT administrator has been able to reach you. If not, please let me know. Once your IT administrator has had an opportunity to assist, I would appreciate it if you could share whether the issue has been supported.

There is absolutely no rush - please respond whenever it is convenient for you. I am here and ready to support you whenever you need assistance. Your comfort and timing are important, so take all the time you need.

Thank you for your time, and I look forward to hearing from you whenever you are ready.

Share via

Issue Accessing Microsoft 365 Account on New Computer

1 answer

Your answer