Old work MS 365 Account preventing personal MS 365 Premium Account apps from opening

Robert Huddleston 0 Reputation points
2026-09-02T23:28:47.05+00:00

My old work site had MS 365 Enterprise with OneDrive installed on my personal computer along with my own personal MS 365 and OneDrive. Since leaving that job, my new personal MS 365 Premium account has been having issues opening documents and it totally stopped opening them as of today. When opening Word/PP/Excell, it wants me sign in to my Microsoft account, but when I use my personal MS 365 email and PW to sign in, it gives me an error (see below). I used to be able to use my fingerprint to get aound it but now, nothing works. Any ideas?

"Something went wrong [7q6ca]"

Correlation Id: [PII removed]

Timestamp: 2026-09-02T23:14:12.000Z

DPTI: [PII removed]

Message: An unexpected error occurred.

Tag: 7q6ca

Code: -2147023838

Microsoft 365 and Office | Subscription, account, billing | For home | Other
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  1. AI answer

    2026-09-02T23:29:03.7533333+00:00

    This usually happens when the old work account is still cached in Windows or Office, so the apps keep trying to use that identity instead of the personal Microsoft 365 account.

    Try this in order:

    1. Remove the old work account from Windows
      • Open Settings > Accounts > Access work or school.
      • If the old organization account is still listed, select it and choose Disconnect.
      • Restart the PC.
    2. Make sure Office is using the correct account
      • Open Word, Excel, or PowerPoint.
      • Go to File > Account.
      • Sign out of any old work account shown there.
      • Sign in again with the personal Microsoft account that is associated with the Microsoft 365 Personal/Premium subscription.
    3. Verify the account type is correct
      • A personal Microsoft 365 subscription must be used with a Microsoft personal account.
      • A work or school account is different and cannot be used the same way for Microsoft 365 for business.
    4. Check OneDrive account mismatch
      • Select the OneDrive icon in the taskbar notification area.
      • Select Help & Settings > Settings > Account.
      • Confirm the expected account is shown.
      • If the wrong account is connected, sign in with the correct one.
    5. If OneDrive still shows identity errors, unlink and reinstall OneDrive
      • For sign-in problems caused by old or multiple identities, unlinking and relinking the correct account can help.
      • If needed, uninstall and reinstall OneDrive from Settings > Apps > Add or remove programs. Microsoft states this does not remove synced data, but cached sign-ins will need to be entered again.
    6. If Office desktop apps still fail to sign in
      • There is a known Microsoft 365 desktop app sign-in issue in some scenarios involving local identity/token data.
      • As a workaround, use Office for the web, Outlook Web Access, or mobile apps while the desktop sign-in issue is being resolved.

    If the main problem started after the old work account was added to the same personal PC, the highest-value step is usually disconnecting the old work account in Access work or school and restarting.

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  2. Kai-H 26,135 Reputation points Microsoft External Staff Moderator
    2026-09-03T08:45:17.16+00:00

    (Please note that our forum is a public platform, and we will modify your question to hide your personal information in the description. Kindly ensure that you hide any personal or organizational information the next time you post an error or other details to protect personal data.)

    Hi, Robert Huddleston

    The 7q6ca error usually points to damaged Office sign-in tokens left on the computer. Removing the visible work account may not clear these hidden identity files.

    Besides the solutions provided by the Q&A Assist, here are some suggestions you can try:

    Close Word, Excel, PowerPoint, Outlook, Teams, and OneDrive. Press Windows key + R, enter %LocalAppData%\Microsoft, then rename the OneAuth folder to OneAuth.old and IdentityCache to IdentityCache.old. Restart Windows and try signing in again with the personal account. This has been recommended specifically for the 7q6ca error.

    Run the built-in Microsoft 365 sign-in troubleshooter. Open Get Help from the Start menu, search for sign in to Microsoft Office, and follow the prompts. If sign-in succeeds but Office remains unlicensed, run the Microsoft 365 activation troubleshooter afterward.

    Check Control Panel > Programs > Programs and Features for more than one Office installation. Remove any old Enterprise or unused Office version, restart, then repair the remaining Microsoft 365 installation using Settings > Apps > Installed apps > Microsoft 365 > Modify > Online Repair. Multiple installations can cause activation conflicts.

    Thank you for your patience in reading, I hope this information has been helpful to you. 

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