When you try to access a SharePoint Online place in Office Mobile on iPhone, available in the Apple iTunes store as "Office Mobile for Office 365 subscribers," or in Office Mobile on Android, available in the Google Play store as “Office Mobile for Office 365,” you receive the following error message:

We encountered a problem and couldn’t complete the task.


To resolve this issue, follow these steps:

  1. Verify that the user is assigned a SharePoint Online license. 

    Note It could take several minutes before a user can access SharePoint Online after a license is assigned.

  2. Verify that the user can access the SharePoint Online site by using a computer.

  3. Verify the service health for SharePoint Online. To learn more, go to the following Microsoft website:

    View the status of your services


This issue occurs because the user account isn't assigned a SharePoint Online license.

The third-party products that this article discusses are manufactured by companies that are independent of Microsoft. Microsoft makes no warranty, implied or otherwise, about the performance or reliability of these products.

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