Sign-in & Login Problems

Fix Unable to Open Word, Excel, or PowerPoint in Microsoft 365

Chanuka Geekiyanage Oct 7, 2026 869 views

Question details

The user is unable to access Microsoft 365 services such as Word, Excel, or PowerPoint and encounters a specific error message blocking access.

How to Fix 'Sorry, that didn't work' Error in Microsoft 365

Product: Microsoft 365
Device & OS: Mac
Scenario: Attempting to open or log into Microsoft Office online services or desktop applications.
Observed behavior: The system blocks access and displays the error message: 'Sorry, that didn't work. Please go back to Office.com and try again.'

Before you start

Before troubleshooting, ensure that your Mac has a stable internet connection and that you are using the correct login credentials for your Microsoft 365 account.

Solution 1Recommended

Clear Browser Cache and Restart Your Mac

Clearing outdated or corrupted browser cache can resolve login loop issues and authentication errors on Office.com.

Clear browser cache

Open your primary web browser on your Mac, navigate to the settings or history menu, and select the option to clear browsing data and cache.

Restart the Mac

Close the browser completely and restart your Mac to clear temporary system files.

Sign in again

Once your Mac has rebooted, go back to Office.com and attempt to sign in to your Microsoft 365 account.

Clear Browser Cache and Restart Your Mac

Tip: If you are using Safari, you can clear the cache by going to Safari > Settings > Privacy > Manage Website Data.

Solution 2

Contact Your Organization's Microsoft 365 Administrator

If your account is managed by a school or company, the issue may be caused by an expired license or synchronization problem.

Free Microsoft Office alternative

Use WPS Office as a Reliable Alternative When Microsoft 365 is Unavailable

If you are locked out of your Microsoft 365 account due to admin or login errors, WPS Office provides a lightweight, highly compatible, and free alternative to keep you working without interruption.

1. Download WPS Office: Visit the official WPS website and click the download button for your operating system.
2. Install the Software: Follow the on-screen instructions to quickly install WPS Office on your device.
3. Open Your Files: Locate your local Word, Excel, or PowerPoint documents and open them in WPS Office to resume working.

Fully compatible with Microsoft Word, Excel, and PowerPoint formats (.docx, .xlsx, .pptx).No complex Azure AD login required—start creating and editing documents immediately.Familiar user interface with a quick learning curve.Lightweight software that runs smoothly on Mac, Windows, and Linux.

microsoft office alternative - wps office

Frequently Asked Questions

Why am I getting the 'Sorry, that didn't work' error on Office.com?

This error typically occurs due to corrupted browser cache, an expired organizational account, or issues with Azure AD Connect synchronization for managed accounts.

Can I access my Word and Excel files if my Microsoft 365 account is blocked?

If your files are saved locally on your Mac, you can open them using alternative office software like WPS Office. If they are stored on OneDrive and your account is blocked, you will need your administrator to restore access.

Does restarting my Mac really help with Microsoft 365 login issues?

Yes, restarting your Mac clears temporary system files and active session tokens, which can often resolve persistent authentication loops or browser-related glitches.

Login & Account Issues