problem logging in microsoft 365 account on Mac

Question

problem logging in microsoft 365 account on Mac

Sophathonin Chea 0

i have a new account. Once i click on sign in, it's loading nonstop and showing blank.

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2 answers

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Answer 1

Ana Le 2,345 Independent Advisor

Hi,

As AI's forum recommends, I suggest first checking whether the new account can sign in successfully to Microsoft 365 on the web. This helps determine whether the issue is specific to the Mac/Office apps or affects the account itself.

If the account can sign in on the web, please try the following:

Make sure all Microsoft 365 apps are closed, restart the Mac, and try signing in again from Word or another Office app.
Make sure Microsoft 365/Office is updated to the latest available version.
If the sign-in window is still blank or keeps loading, follow Microsoft's troubleshooting steps for Office activation on Mac. These steps include checking and resetting Office credentials stored in macOS Keychain when required: What to try if you can't install or activate Office for Mac | Microsoft Support
If the issue continues after the above steps, Microsoft's Office license removal tool can be used to remove the existing Office license information from the Mac and then activate Office again with the new account: How to remove Office license files on a Mac | Microsoft Support

Please also provide the following information if the issue persists:

macOS version
Microsoft 365/Office version and build
Which Office application shows the blank sign-in window
Whether the new account can sign in successfully on the Microsoft 365 website

This will help narrow down whether the problem is related to the account or the local Office installation.

Sophathonin Chea 0 Reputation points

2026-08-18T05:41:09.3033333+00:00

MacOS version: 26.6.1

microsoft 2019

microsoft Word, outlook cannot sign in

i signed in on web it’s work as normal.
Ana Le 2,345 Reputation points Independent Advisor

2026-08-19T07:58:24.9033333+00:00

Thanks for the information. I understand that you are using Microsoft/Office 2019 on macOS 26.6.1, and that Word and Outlook cannot sign in while the same account works normally on the web.

Could you please open Word > About Microsoft Word and provide the full version/build number shown there (for example, Version 16.xx)?

I’m asking for the exact build because “Office 2019” only identifies the product edition, while different builds can behave differently with newer macOS versions. I’d like to confirm the installed build first before suggesting further troubleshooting, rather than assuming the sign-in issue is caused by Office 2019 itself.
Ana Le 2,345 Reputation points Independent Advisor

2026-08-24T08:46:31.4666667+00:00

Hi, may I know if you have any chance to check my answer? I am glad to help if you have any other questions.

Answer 2

On Mac, a nonstop blank Sign in window is commonly caused by stuck Office credentials or cached authentication data.

Try this in order:

Quit all Microsoft 365 apps Close Word, Excel, PowerPoint, Outlook, and any other Office apps.
Clear saved Office credentials in Keychain Access
- Open Keychain Access.
- Search for Office and Microsoft.
- Remove related Office/Microsoft credential items.
- Restart the Mac.
- Open an Office app and try signing in again.
If Office keeps asking to sign in or shows authentication problems If the apps were moved from the default /Applications folder, Office can repeatedly ask for sign-in or show Authentication Expired. In that case, reset keychain permissions using the guidance in Microsoft 365 or Office for Mac repeatedly requesting keychain access.
Run the Mac license removal tool if the issue continues Use the official Mac license removal tool, then restart the Mac and sign in again with the new account. This clears saved activation and licensing data on the Mac. It does not remove the Microsoft 365 purchase, but sign-in is required again afterward.
Confirm the account can sign in on the web Go to Microsoft 365 on the web and verify the new account can sign in there. If web sign-in works but Mac apps still show the blank loading screen, the issue is more likely local cached credentials on the Mac.
If still blocked, use Microsoft’s sign-in helper Microsoft recommends the Sign-in helper to identify Microsoft account sign-in problems.

Important: Microsoft support agents cannot send password reset links or access and change account details.