Post-Migration - Outlook Account Fix

Objective

On devices running Windows, Outlook (also known as New Outlook) may retain sign-in information following an account migration. The instructions below can be used to remove old sign-in information from a personal device's Outlook to allow new sign-in information to be used. These steps have been verified on Outlook (also known as New Outlook) on devices running Windows but may not work on "Outlook (classic)".

Users

Windows and Outlook (also known as New Outlook) users needing to remove old sign-in information on a personal device.

Before You Begin

Outlook (also known as New Outlook) must be closed before running the steps bellow. These steps have been verified on Outlook (also known as New Outlook) on devices running Windows but may not work on "Outlook (classic)".

Steps

  1. Close Outlook (also known as New Outlook).
     
  2. Open file explorer and enter %localappdata% in the path bar.
    File explorer showing the path %localappdata%
  3. Find and open the folder Microsoft.
    File explorer showing the folder Microsoft
  4. Find and open the folder IdentityCache and remove everything in the folder.
    File explorer showing folder IdentityCache
    File explorer showing the contents of identity cache being deleted
  5. Navigate back one folder to the Microsoft Folder.
     
  6. Find and open the folder OneAuth and remove everything in the folder.
    File explorer showing the folder OneAuth
    File explorer showing deleting contents of OneAuth
  7. Open Outlook (also known as New Outlook) and select Sign In with Different Account.
    Image showing the page where you select sign in with another account
  8. Sign in and authenticate using new credentials.
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