Office 365 Your Cached Credentials have expired

When opening Office 365 Word documents it is showing this message:

Office 365 Sign-In Required We can’t save, or check for, changes because your cached credentials have expired. Please sign-in again.

Sign-In Required We can't save, or check for, changes because your cached credentials have expired. Please sign-in again.

I tried to sign in however it says “Sorry, another account from your organization is already signed in on this computer”

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Please comment below to let us know if this helped you or not?

Solution 1:

  1. In Word go to File -> Account, sign out of all of your accounts and login with your main OneDrive account.
  2. A restart may be required

Solution 2:

  1. Quit all Office Apps. Go to the Control Panel, User Accounts, Credential Manager and remove all credentials relating to Office 365.

Solution 3:

  1. Right click on Start and go to run. Type regedit and click OK.
  2. In Registry Editor, find the subkey HKEY_CURRENT_USER\Software\Microsoft\Office\15.0\Common\Identity\Identities
  3. Select the office accounts you want to delete and click on delete.
  4. In the Identity subkey find Profiles and right click each of the office accounts you want to delete.
  5. Close Regedit when done
  6. Restart the PC

Solution 4:

(This solution also helps if you see the error UPLOAD BLOCKED You are required to sign in to upload your changes to this location)

  1. Right click on OneDrive, (on the bottom right hand corner), click on More and Settings
  2. Click on the Office tab
  3. Untick Use Office 2016 to sync Office files that I open
  4. Click OK

What does it do? This and this is what Microsoft say. Read this blog article where he says the co-authoring feature isn’t ready for prime time yet.

What if I untick it? Whats the consequence?

You will lose realtime co-authoring abilities with the desktop app and won’t be able to merge changes to resolve conflicts.

Any changes that you and others make to Office files in your OneDrive will not merge together automatically.

For example, If another device is edits a word doc and you are editting the same word doc on your PC at the same time. They save and you save a few seconds afterwards.

You will see a message popup “You now have two copies of a file. We couldn’t merge the changes in “a.docx” so we created another copy of it. The other device will already be saved to OneDrive and your document which was already opened will be saved as documentname-PCNAME.docx

Interestingly the MS KB article mentions “However, Office 2013 only supports one Office 365 user sign-in from each tenant or organization per session.”.

It also says “This behavior is expected. It occurs if another account is already signed in to Office 2013 by using a different Office 365 user account within the same organization.”

Happy Days!

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Rating: 3.0/5. From 4 votes.
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  • bruno

    I’ve tried your solution.
    Once I enter sign in again, I get this error message

    Something went wrong
    Your computer’s Truster Platform Module has malfunctioned. If this error persists, contact you system administrator with the error code 80090016

    Server message: Keyset does not exist

    Do you have any idea how to resolve it ?


    Rating: 3.0/5. From 1 vote.
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    • admin

      Hi Bruno,

      Sorry I haven’t seen this issue. Try post on the Microsoft Community, hopefully they can help you.


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  • Bruno

    After calling MS support, we’ve installed latest win10 major update by downloading win10 iso file. It took around one hour to update my computer. Finally, we succeeded to go through HELLO pin code process

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