Before you startBefore you try the methods in this article, check whether the work or school account that the user used to sign in is valid. To do this, follow these steps:
- Open an Office app (for example, Word or Excel).
- On the File tab, click Account.
- Under Connected Services, check whether the email address that's listed matches the one that the user used to sign in.
- Sign out.
- Sign in by using a different account.
Method 1: Delete the Office profile and credentials that are associated with a removed logon identityIf this issue occurs only for one or a few user accounts, remove their Office profiles from the registry. For the steps to do this, see Delete the Office Profile, and credentials, associated with a removed logon identity.
If the issue persists, or if this method doesn't apply to you, go to Method 2.
Method 2: Enable modern authentication (Office 2013)If the user has Office 2013 and is experiencing is continuously prompted for credentials when they try to open Office files from either the OneDrive for Business site or the local sync folder, enable modern authentication. For the steps to do this, see Enable Modern Authentication for Office 2013 on Windows devices. After modern authentication is enabled, restart the computer.
Make sure that modern authentication is enabled for your organization. For more information, see Using Office 365 modern authentication with Office clients.
If this method doesn't apply to you, go to Method 3.
Method 3: Configure passwords that are entered for Office 2013 to be is saved in Credential ManagerFor more information about how to do this, see the Resolution section of the following Microsoft Knowledge Base article:
Method 4: Configure user sign-in for Office 2013To configure user sign-in for Office 2013, see Sign-in settings.
If the issue persists or if this method doesn't apply to you, go to Method 5.
Method 5: Set up an app passwordIf the user is enabled for Azure Multi-Factor Authentication and modern authentication isn't enabled for the organization, set up and use an app password. For more information about how to do this, see Managing your Azure Multi-Factor Authentication user settings.
Article ID: 2834958 - Last Review: Dec 28, 2016 - Revision: 1