Issue

When accessing a website or Microsoft 365 service, the wrong account information is displayed, or an old account is automatically signing in.

Cause

This issue is typically caused by your web browser still being signed in with a previous or old account. Browsers often store authentication sessions, saved credentials, and cached sign-in information, which can automatically populate or sign you in with the incorrect account.

Resolution

Sign Out of Your Web Browser Session

Microsoft Edge

  1. Open Microsoft Edge.
  2. Click your profile picture in the upper-right corner.
  3. Select the account currently signed in.
  4. Click Sign Out.
  5. Close all Edge windows and reopen the browser.

Google Chrome

  1. Open Google Chrome.
  2. Click your profile icon in the upper-right corner.
  3. Select Sign Out or switch to the correct profile.
  4. Close all Chrome windows and reopen the browser.

Clear Cached Sign-In Information (If Needed)

If the incorrect account continues to appear:

  1. Open an InPrivate/Incognito browser window and attempt to sign in.
  2. If the correct account appears in the private session, be sure to Clear Cache and Cookies .
  3. Restart the browser and sign in with the correct account.

Additional Information

If you previously used another Microsoft, work, or school account on the same browser, the browser may automatically use those saved credentials. Signing out of the old account and clearing any stored sign-in information typically resolves the issue and allows you to authenticate with the correct account.

If the problem persists after signing out and clearing browser data, contact the IT Help Desk for further assistance.