Persisten request for User credentials in Office 2016


I have a client who uses a Windows 7 machine. I recently implemented for them Office 365 Business Premium and setup all their machines to use office 2016. However, for one of the users, she keeps getting requested for the username and password whenever she is using MS Word or Excel. She will input the password and immediately she closes it, the password request will resume again. I went online and alot of blogs said I should go to credential manager and delete any Office 2016 credentials and set it up again, this has not helped the situation. 

This doesn't happen for outlook, for some reason, it is okay.


Hi Joseph,


I would suggest you re-try the following steps to see the outcome.

  1. Exit all Office applications.
  2. Reset Internet Explorer settings.
  3. Removing all the stored credentials in the credentials manager (Control Panel > User Accounts > Credential Manager > Windows Credentials). (NOTE: This will remove your stored passwords.)
  4. Run regedit as administrator.
  5. From Registry Editor, browse to:
  6. Delete the Identity folder.
  7. Open an Office application like Word and sign in with the Office 365 account.

Note: Before you modify the registry, back up the registry for restoration  in case problems occur. 


WARNING: Using Registry Editor incorrectly can cause serious problems that may require you to reinstall your operating system. Microsoft cannot guarantee that problems resulting from the incorrect use of Registry Editor can be solved. Use Registry Edit at your own risk.



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Question Info

Last updated March 30, 2021 Views 24,011 Applies to: