How to Fix Office Showing Old UPN After Azure AD User Change
Question details
Users need to update the User Principal Name (UPN) displayed in Microsoft 365 apps after an Azure AD user has been removed and recreated.
- Product
- Microsoft 365
- Device & OS
- not provided
- Scenario
- An Active Directory user was removed and recreated in Azure AD, causing credential and identity conflicts.
- Observed behavior
- Microsoft 365 apps continue to display the old user principal name, potentially leading to licensing errors and sign-in problems.
Ensure you have administrator privileges on the affected device and have fully saved any open local Office files before clearing your activation credentials.
Reset Microsoft 365 Apps Activation State
Clear cached activation credentials to force Office to recognize the new UPN and resolve sign-in conflicts.
Microsoft 365 applications locally cache identity and activation tokens. Even after a UPN is changed or recreated in Azure AD, the apps may continue using the stale token. Resetting the activation state clears these cached credentials.
Open any Office application like Word or Excel, click on your profile name or picture at the top right corner, and select 'Sign out'. Close all Office applications.
Press the Windows key, search for 'Credential Manager', and open it. Click on 'Windows Credentials', find any entries starting with 'MicrosoftOffice16', click on them, and select 'Remove'.
Open Windows Settings, go to 'Accounts', and select 'Access work or school'. If the old account is listed, click on it and select 'Disconnect'.
Restart your computer. Open a Microsoft 365 application and follow the prompts to sign in using your newly assigned User Principal Name (UPN).
Try WPS Office for a Hassle-Free Experience
If you're dealing with complex Microsoft 365 activation issues and UPN conflicts, consider switching to WPS Office. It provides a lightweight, easy-to-use alternative with full compatibility for Microsoft Office formats, without the complicated Azure AD licensing dependencies.
- 1. Download WPS Office: Visit the official WPS website and download the free installation package for your operating system.
- 2. Install the application: Run the installer and follow the simple on-screen instructions to complete the setup.
- 3. Open existing Office files: Double-click any of your existing .docx, .xlsx, or .pptx files to open and edit them seamlessly in WPS Office.
Frequently Asked Questions
Why does Office keep showing my old UPN after it was changed in Azure AD?
Microsoft 365 applications cache identity and activation tokens locally to reduce sign-in prompts. Even if the Azure AD account is recreated or updated, the app uses the cached token until the activation state is manually reset.
Will resetting the Office activation state delete my local documents?
No, resetting the activation state only clears the sign-in and license credentials from the device. Your local and cloud-saved documents remain entirely unaffected.
How do I clear the Windows Credential Manager manually?
Press the Windows key, type 'Credential Manager', and open the application. Click on 'Windows Credentials', locate any credential entries related to Office (typically starting with 'MicrosoftOffice'), click on the dropdown arrow next to them, and select 'Remove'.
Can I use the Microsoft Support and Recovery Assistant (SaRA) for this issue?
Yes, the Microsoft Support and Recovery Assistant (SaRA) has a specific automated tool designed to clear Office activation states, which is highly effective in resolving stale UPN and licensing problems.
