Word/Excel 365 keep asking to Sign In (just email, no password)

Hi Bruno BC,

Thanks for posting in the forum, we’ll try our best to help you troubleshoot the issue.

While searching for the solution, I found a similar thread. In the thread, a community member shared the solution, and many other members have confirmed that it worked for them. I’ll suggest you please try the suggestion from the following thread and check if this works for you.

Unable to sign-in to Office 2016 desktop apps. Sign-in disappears after entering Office 365 account email address

WARNING: The above suggestion involves making edits in Registry andusing 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. We’ll suggest you, before making any change in the registry, please back up your Registry.

In addition, follow the steps below:

1. Sign out from Office application and quit all the Office applications opened on your system. To sign out, open any Office application, let’s say Word, click File>Account>Sign out and the quit all Office apps (check in Task Manager to verify that all the Office instances are closed). 
2. Open Control Panel>User Account>Credentials Manager>Windows Credentials>Delete all MicrosoftOffice16 and MicrosoftOffice15credentials.

After deleting the cached password, open Word and click File>Account>Sign in and enter your Office 365 log in credentials. 

Further, please make sure your Office 365 desktop applications are fully updated. To check version information, open any Office app such as Excel or Word on your computer, click File>Account, check for the info mentioned under Product Information. The latest version for monthly channel is 1911 (Build 12228.20332), for other channels version info, see Update history for Office 365 ProPlus. If your Office version is not updated as mentioned in the article, please install updates and check if the issue remains.

To know how to install updates, see Install Office updates

If the issue persists, please get back to us.

Thanks,

Neha

Hi Bruno BC,

Did you check above reply? If you still need help, please update us when you have time.

Regards,

Neha

Hi Neha,

Thanks for your help on this issue, that is really holding me back from proper work.

The problem is persisting nevertheless. I have even tried to install and login to Office 365 on another computer (to see if the problem was in this computer or not) and the problem persists exactly the same: no problem with outlook, but unable to work with word, excel, etc. if the file I'm working on is in Onedrive. If I work on a file stored only in my computer's hard drive, then the login issue doesn't happen but the save automatically function does not work either. 

Thanks in advance for all your help. 

Best,

Bruno 

Just one additional info. 

When I try to delete the credentials you mention, I see no MicrosoftOffice16 or MicrosoftOffice15 credentials (as you can see below).

Hi Bruno,

Thanks for getting back to us.

May I know whether you are signed into Office desktop applications with multiple accounts? If so, sign out from all the account (Open Word, click File>Account and click Sign Out), close and re-open Office and then sign in again with your work or school account that is associated with your tenant.

In addition, try online repair on the computer in which the workbook is giving the error.

1. Click Start, in the search box type Run
2. In the Run box, type appwiz.cpl and click OK.
3. Select Microsoft Office 365, click Change>Online Repair>Repair.

After repairing Office, try opening document from OneDrive for business and check if it still asks for username.

If the issue persists, please provide us with Office 365 Product information. To check version information, open any Office app such as Excel or Word on your computer, click File>Account, check for the info mentioned under Product Information.

Regards,

Neha

Hi Neha,

Thanks for you support. 

Still I have not been able to solve this issue, and quite frankly it is holding back my work...

Regarding your suggestion on running the online repair functionality, I had already done so even before I posted the issue here the first time. That was also before I confirmed (having installed Office 365 in a different computer with the problem persisting exactly the same) that the problem should not be in this computer. 

Answering your questions: 

I am not using multiple accounts: just the work account, with which I am registered here. 

I am using Windows 10 Pro. 

The Office I am using is Office 365 ProPlus. If you want any additional product information, please guide me through the process of getting it. 

An additional information: if I use Onedrive on the browser, access a file and edit it there, it saves automatically as expected with no issues, and that translates to that same file shown in my computer Onedrive folder. As soon as I open that same file with Word, a pop-up appears asking me to insert the email address, phone or Skype username with which I want to open the file. No password asked afterwards. And then the problem that I talked before repeats: "cache credentials expired", etc.   

Thanks for all your help. 

Best,

Bruno 

Hi Bruno BC,

To find Office 365 Product Information, open Word application on your computer, click File>Account, take the screenshot of the page and send it to us.

In addition, could you please provide us with the screenshot of the complete error? The error will help us find some related references.

Regards,

Neha

Hi Neha,

Thanks again for your help. 

Regarding your requestes: 

If I open a word file saved in Onedrive and try to access the product information, and since it keeps asking me to login saying that the credentials have expired, I can´t even get the product information. What I see is this: 

Only if I open a file which is not saved in Onedrive, can I then see the information you requested: 

Regarding the issue, after the pop-up asking for the email address, what it shows on the top is this: 

Thanks again for all the help you can give me. 

Best,

Bruno 

Hi Bruno BC,

Thank you for providing the screenshots. Please allow me some time while I search more to find any relevant information which can help resolve this issue. I’ll update the thread when I have any information.

Regards,

Neha

Hi Neha,

Thanks in advance for all your help with this really annoying issue. 

Best,

Bruno