A user cannot log into Teams for Mac, but can with the Windows 10 and web versions

Hi Joe,

According to your description, since you can successfully log in the email address in Teams for web, and when you using Teams app , you are told that "Someone has already set up Teams for your organisation". This can be that some user sign up to outlook.com with company email. And it is recommended to get into outlook.com/live.com using company email and remove it.

If you have any other concerns, please feel free to contact us.

Best regards,

Jenny

Thanks for getting back to me Jenny.

Can I clarify that you would like me to log in using the user's Outlook.com account and remove it, "it" being the Outlook.com account I have just logged in with?

Thanks,

Joe

Hi Joe,

Thanks for your reply, since the cause is some user sign up to outlook.com with company email, the account you need to remove in outlook.com is your company account.

Regards

Jenny

Hi Jenny,

Would you provide me with specific instructions as to how to remove a work account from Outlook.com, bearing in mind that I don't want to remove that same account from Outlook 365?

Regards,

Joe

Hi Joe,

 In order to remove  your company account from outlook.com, Firstly you need to sign in https://outlook.live.com/owa/ with your company account(the account that you need to remove later). If you don not have an outlook.com email, please sign up one here first, and sign in with your company account).

And then choose forget password

Get the code 

enter the code

reset your password

Then your password is  changed

choose my profile

Choose "Manage how you sign in to Microsoft"

enter code again

Now enter an additional email(if you don't have an outlook.com address, you can just sign up one from the beginning), so that we can remove the company email from outlook.com.

Add an outlook.com email address.

Make it primary.

Now remove the company email here.

Now remove the company domain/alias from outlook.com/live.com.

Now your company email is remove from outlook.com

Now leave it for 20 minutes,  Sign in to Teams.Your are into your Company Account now without any issues.

If you have any other concerns, please feel free to contact us.

Best regards,

Jenny

Hi Jenny,

Thanks for that information.

Would I be correct in thinking that changing the alias, making it primary and removing the old name would change the email address for the user's Outlook account? If so, this is something we definitely don't want to do.

The issue we are trying to solve does not seem to be account-wide, it only occurs on the Teams desktop app on the user's Macbook Pro. Therefore I would be surprised if the changes required were at an account management level.

Would changing the name of the personal account be of use? When signing into Teams, the user is given the following options-

If the email being used for multiple accounts is the issue, I would rather change the email address of the personal account.

If I try to follow this link, I am asked to update Internet Explorer before I can continue - my IE is up to date.

Thanks,

Joe

Hi Joe,

Making personal account primary would not affect your company account as well as your @outlook.com account, this just make your personal account primary in outlook.com/live.com, and after you remove the company account from outlook.com/live.com, you can still use company account to sign in Teams and other O365 applications.

 And sign in Teams with either personal account or work account would not make any changes to your account, this just means that you are using Teams with different account.

Lastly, if you are asked to update your Internet Explorer, you can try to restart your Mac if  your browser is up-to-date.

Best regards

Jenny

Hi Jenny,

We have now tested this on another Macbook and logged in with no issues.

It appears to be a local machine issue, not an account issue.

Can you please advise?

Thanks,

Joe

Hi Joe,

If it is a local machine issue, its recommended to try to clear the cache of Teams app ,for the detailed steps,please follow below:

<1> Exit Microsoft Teams client Completely in task manager.

<2> Go to File Explorer, and paste “%appdata%\Microsoft\teams” in the location box.

<3> Do the following operations:

   ·  Go to Application Cache > Cache and delete all files there.

   ·  Open Cache folder, delete all files.

   ·  Open database folder, delete all files.

   ·  Open GPUCache folder, delete all files.

   ·  Open IndexedDB folder, delete all files.

   ·  Open Local Storage folder, delete all files.

   ·  Open tmp folder, delete all files.

Also it is recommended to uninstall and reinstall Teams app if necessary.

Best Regards,

Jenny

Hi Jenny,

The instructions you detailed are for Windows, but the user has carried out the equivalent process on their Macbook. They tried both deleting the above files and restarting Teams, and deleting the above files then reinstalling Teams. In both cases they are still faced with the same "Someone has already set up Teams for your organisation" issue.

Do we have any other possible solutions?

Thanks,

Joe