Fix the Wrong Account or “Pick an Account” Prompt in Microsoft 365

Microsoft 365 › Sign-In & Access
🔐 Fix the Wrong Account or “Pick an Account” Prompt in Microsoft 365
Step-by-step instructions for NEO A&M faculty, staff, and students who see the wrong Microsoft account or a “Pick an account” prompt when signing in to Microsoft 365 services.
📋 Before You Begin
  • Have your NEO email address and password ready before you begin.
  • This issue is usually caused by multiple Microsoft accounts being saved in the same browser or device.
  • Affects: Microsoft Outlook, Microsoft Teams, OneDrive, and other Microsoft 365 apps.
  • Estimated time: 5–15 minutes depending on your device and the fix needed.
  • Works on: Windows, macOS, web browsers, Microsoft 365 desktop apps.
⚠ Important: Know Your NEO Credentials First

Before signing out of any saved accounts, make sure you know your correct NEO email address and password. If you use personal Microsoft accounts on the same device, do not remove them unless you are sure they are no longer needed.

🌐 Fix: Wrong Account in a Web Browser 5–10 min • All Browsers

Use these steps if you see the wrong account when opening Microsoft 365, Outlook, Teams, or OneDrive in a web browser.

  1. Open Microsoft 365, Outlook, Teams, OneDrive, or the Microsoft sign-in page in your browser.
  2. If the wrong account appears, click Use another account if that option is visible.
  3. Enter your NEO email address manually and click Next.
  4. If the wrong account still appears, sign out of all Microsoft accounts shown in the browser.
  5. Close all browser windows completely — do not just close the tab.
  6. Reopen your browser and navigate back to Microsoft 365.
  7. Sign in again using your NEO email address and password.
  8. If the wrong account still appears after signing in, look for a Remove or Forget option next to incorrect accounts on the sign-in screen and remove any personal or old work/school accounts that should not be used for NEO services.
  9. Select Use another account and sign in with your NEO account.
✓ Tip: After signing in successfully, check the account icon in the top-right corner of Microsoft 365 to confirm your NEO email address is displayed.

If the wrong account keeps appearing in your regular browser window, opening a private session bypasses saved cookies and cached sign-in data.

  1. Open a new InPrivate window (Microsoft Edge: Ctrl+Shift+N) or Incognito window (Google Chrome: Ctrl+Shift+N | Firefox: Ctrl+Shift+P).
  2. Navigate to office.com or your Microsoft 365 service.
  3. Sign in with your NEO email address and password using the neo domain.
  4. Verify that the correct NEO account is displayed after sign-in.
ℹ What This Tells You: If sign-in works correctly in the private window but not in your regular browser, the problem is caused by saved browser sessions or cached sign-in data. To permanently fix this, clear your browser’s cookies and cached data for microsoft.com and office.com, then sign in again normally.

Use these steps if the wrong account appears inside a Microsoft 365 desktop application such as Teams, Outlook, OneDrive, or Word/Excel/PowerPoint.

  1. In the app that is showing the wrong account, click your profile picture or account icon (usually in the top-right corner).
  2. Click Sign out or Switch account.
  3. Close the app completely — make sure it is not still running in the system tray or background.
  4. Reopen the app.
  5. Sign in again with your NEO email address using the neo domain.
  6. Verify that the correct NEO account appears before continuing.
⚠ Note: All Microsoft 365 apps and services should use the same NEO account to avoid sign-in conflicts. If Teams is signed in with one account and Outlook with another, you may experience inconsistent behavior across apps.

If the issue persists even after fixing browser and app sign-ins, an old or incorrect work/school account may be connected at the Windows system level.

  1. Click the Start menu and open Settings (gear icon).
  2. Click Accounts.
  3. In the left sidebar, click Access work or school.
  4. Review the list of accounts connected to this device.
  5. If you see an old or incorrect work/school account that is no longer needed, click on it and select Disconnect.
  6. Restart the computer after disconnecting the account.
  7. After restarting, sign in to Microsoft 365 apps again using your NEO account.
⚠ Caution: Only disconnect an account if you are certain it is no longer needed on this device. If you are unsure, contact the IT Help Desk before making changes to work or school accounts in Access work or school.
✓ Tip: After reconnecting, open Teams, Outlook, and OneDrive one at a time to confirm each app is signed in with your correct NEO account before using them.

After completing the steps above, confirm that the issue has been resolved by checking the following:

Check What to Look For
Microsoft 365 web Your NEO email address is shown in the account icon (top-right corner). No account selection prompt appears.
Microsoft Teams Your NEO account name and photo appear in the top-right. No sign-in error or wrong account banner is shown.
Microsoft Outlook Your NEO inbox loads and your NEO email address is shown as the active account.
OneDrive Your NEO files appear. The account shown is your NEO email address.
No repeated prompts You are no longer seeing the “Pick an account” prompt on subsequent sign-ins.
✓ Success: The issue is resolved when Microsoft 365 signs you in with your NEO account and you no longer see the wrong account or repeated account selection prompts. All apps — Teams, OneDrive, Outlook, and Office apps — should show the same NEO account.

🎓 Still Need Help?

If you have completed all steps above and are still experiencing sign-in issues with Microsoft 365, contact the NEO A&M College IT Help Desk:

📞 Phone (918) 540-6099
📧 Email neosupport@neo.edu
🏢 Walk-in IT Department, Library Administration, 2nd Floor, Room 216
🕐 Hours Monday – Friday, 8:00 AM – 5:00 PM
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