Reinstallation

Hi,

Thank you for sharing your question. I understand that you’re entering the correct username and password since you’re able to use them here but Outlook.com / Microsoft 365 installation is not recognizing your credentials.

This issue typically happens when Windows is signed into a different Microsoft account than the one your Microsoft 365 subscription is under, or when cached credentials were reset during the system wipe. To reinstall Microsoft 365, the most reliable method is to sign in directly at www.office.com, select Sign in, and use the same account that owns your Microsoft 365 subscription. Once signed in, choose Install Office at the top right.

If the installer still refuses your username or password, try these steps:

Make sure you aren’t signed into Windows with a different Microsoft account.

Go to account.microsoft.com, sign in there, and confirm the subscription is active.

If login fails only on the Office installer, clear stored credentials by opening Windows Credential Manager and removing any old Office‑related entries.

Restart your computer, then try installing again from office.com.

When you visit www.office.com, does it show your Microsoft 365 subscription under that same username?

Feel free to update me with what you see when you sign in, and I’ll be happy to guide you step‑by‑step until your installation works.

Let me know how it goes.

Best Regards,

Noel

To reinstall Microsoft 365 after a computer reset and resolve the sign-in issue, use these steps and checks:

1. Confirm the correct account
   • Microsoft 365 is tied to a specific Microsoft account (or work/school account), not just the product key or device.
   • If sign-in fails at the Microsoft 365 install page but the same credentials work elsewhere, it may be the wrong account for the subscription.
   • Check other Microsoft accounts that might have been used when Microsoft 365 was first set up or purchased.
2. Verify the account–subscription association
   • Go to the Microsoft account dashboard: https://account.microsoft.com and select Sign in.
   • Sign in with the account believed to be associated with Microsoft 365.
   • Select Subscriptions in the left pane.
   • Confirm that the Microsoft 365 subscription or Office product appears under Products you've purchased or Subscriptions.
   • If it does not appear, repeat with any other Microsoft accounts that might have been used.
3. If the correct account is found
   • From the Subscriptions page:
     • For a Microsoft 365 Personal subscription: use the Install Microsoft 365 link and follow the prompts to download and install.
     • For a one-time Office product (perpetual license): select Install next to the matching product name.
   • Run the downloaded installer (for example, OfficeSetup.exe) and complete installation.
   • After installation, open Word or Excel and sign in with the same Microsoft account to activate.
4. If sign-in still fails but credentials are known to be correct
   • Use the account recovery options on the sign-in page to reset the password or recover the username, then sign in again.
   • If the account still cannot be used to access the subscription, check whether the subscription was managed by an organization (work or school). In that case, contact the organization’s Microsoft 365 administrator, as they may control licenses and installations.
5. Alternative: reinstall from an Office pre-installed PC entitlement
   • If the device originally came with Office pre-installed and a ReadMe or setup was used:
     • Sign in to https://account.microsoft.com with the same Microsoft account used when Office was first set up.
     • Go to Subscriptions and follow the Install or Install Microsoft 365 link as above.
     • Complete installation and activation by signing in when prompted.

If no account shows the subscription and the device was reset, the product must be located under the correct Microsoft account or via the organization that provided the license before it can be reinstalled and activated.

References:

• Why do I need an account to sign in to Microsoft 365 or Office?
• Reinstall Office or Microsoft 365 in your Office Pre-installed PC (for personal)
• Download, install, or reinstall Microsoft 365 or Office 2024 on a PC or Mac
• Office is no longer on your PC after you do a Recovery in Windows
• I have a subscription to Office 365 and want to install it on my new laptop - Microsoft Q&A
• How to install my 365 accounts on a new computer - Microsoft Q&A
• move microsoft 360 to new computer - Microsoft Q&A