Sorry, another account from your organization is already signed in

Steel Contributor

We often receive complaints from users that they are unable to open a shared document in Word (desktop).


They receive a link, are able to open it in the Word browser app, when opening it in Word (desktop). They are asked for credentials (although they are properly logged in in Word). 


After providing the credentials, a message pops up saying "Sorry, another account from your organization is already signed in on this computer".


When checking the account logged in to Word, the correct user account is logged in.


How can we troubleshoot this issue?



5 Replies

In my understanding, the account with which you are logged in in Word is independent of the account with which you authenticate to SPO when following a link to an item (even if the item is a Word document).

Hence the message that you see, IMHO, is quite self-explanatory: you are trying to access an SPO item with different credentials from those with which you are already authenticated in another session (not counting the Word login).

Do you get the same message if you try to open the link in an in-private session of the browser?

Hello Salvatore,


The message may be self-explanatory but it's not correct. The user has only one account. The message is generated by Word, so trying an inprivate session doesn't impact this.


They are logged into Outlook Online with their account, they click a link to a document, it opens in Word Online, without problem.


From there they open it in Word desktop and they are requested to log after which the error appears.



We are having the same issue.
SOLVED by giving the user that is already logged into Office has a license with office installs - as admin edit the user logged in and activate application license for Standard or above … Basic will not work – and you might need to first deactivate another user to free up the license (and later give them Basic or order more Standard or above).

FYI - The real issue is that a user is already logged in and the pop-up forcing license activation makes it impossible for us to click on "Account" and change which user is logged in to Office. Until now, Microsoft used to allow us to use several accounts for the one install … and in making this change they forgot that we might need to change which account is logged in. A simple solution for Microsoft would be to log us out first and then ask for activation key or login.