If your account was recently moved to a new Microsoft 365 environment (often called a "tenant-to-tenant migration") and you can no longer sign in to Outlook, Teams, or other Microsoft apps on your iPhone or iPad, this is almost always caused by old sign-in details left behind on the device. It's quick to clear, and once you do, the apps will sign in normally again.
What's happening
On an iPhone or iPad, Microsoft apps share a single sign-in, so that once you've signed in to one, the others recognise you automatically. After a migration, the details for your old account can stay cached in that shared sign-in store - so the apps keep trying to reach an account that no longer exists, and sign-in fails or loops.
The fix is to clear that shared store. We do this using Microsoft Edge, because it has a built-in button that removes every cached account in one go. You don't need to keep Edge or use it for browsing afterwards - it's simply the easiest way to reach that reset button.
These steps are for Apple devices (iPhone and iPad). The Edge reset used here does not remove cached accounts on Android. If you're on an Android phone and can't sign in after a migration, contact RWTS Support and we'll walk you through the right steps for your device.
How to fix it
- Delete the apps you can't sign in to. Remove Outlook, Teams, and any other Microsoft app that's failing to sign in (press and hold the app icon, then choose Remove App → Delete App). This clears each app's own copy of the old sign-in.
- Install Microsoft Edge. Open the App Store, search for Microsoft Edge, and install it. You won't need to sign in to Edge.
- Open Edge and go to the reset page. In the Edge address bar, type the following and go to it: edge://signin-internals
- Remove all accounts. Scroll to the bottom of the page and tap RemoveAllAccounts.
- Confirm it worked. A small red message appears confirming that the accounts were removed. You can now close Edge.
- Reinstall your apps and sign in. Reinstall Outlook, Teams, and any other apps you removed, then sign in with your current account. They should now sign in without any trouble.
If you'd rather not keep Edge, you can delete it once you've finished - the reset has already done its job.
Log a case with RWTS Support
If you've worked through these steps and still can't sign in, please log a case with RWTS Support and we'll help you get back in. It helps us if you can tell us which apps are affected and what type of device you're using (for example, iPhone, iPad, or Android).
Contact RWTS Support
- Email: support@rwts.com.au
- Phone: 1300 798 718
- Or submit a request through the Real World Help Centre.
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