"...we can't sign you in right now" error when installing Office 2013

If you see this error message when trying to sign in to your Microsoft Account to install Office, try the procedures below.

Issue signing into your Microsoft Account

  • Check the status of the service

  • Close and reopen your browser

  • Use an InPrivate browser session

  • Clear your cookies and Internet history

Check the status of the service

If you can’t sign in to your Microsoft Account, the service might be temporarily down. You can check the status here.

Status of the Microsoft Account service

If the service is down, try again later. If the service is running normally, try closing Internet Explorer, reopening it, and then signing in.

Close and reopen your browser

  1. To make sure you’re not signed in with a different account, close and reopen your browser.

  2. Sign in:

  3. Sign back into your Microsoft Account and install Office.

  4. Click Install to start the download.

If you still can't sign in, try using a private browser session.

Use a private browser session

Opening an InPrivate browser session will prevent your browser from retaining your browsing history, temporary Internet files, form data, cookies, and user names and passwords. Use this procedure to start an InPrivate browser session in Internet Explorer.

Tip   If you're using Google Chrome, see Browse in private.

  1. To open an InPrivate browser session, in Internet Explorer click Tools Internet Explorer > Tools > Safety > InPrivate Browsing.

    InPrivate Browsing

  2. Sign in:

  3. Click Install to start the download.

After Office is installed, close the browser to end your InPrivate browsing session.

Clear your cookies and Internet history

Cookies are small text files that web sites put on your computer to store information about you and your preferences. However, sometimes cookies can cause issues that prevent you from signing in. Use this procedure to clear your cookies from Internet Explorer.

Tip   If your using Google Chrome, see Delete your cache and other browser data.

  1. In Internet Explorer, click Tools Internet Explorer > Tools > Internet options.

    Tools > Internet options

  2. On the General tab, under Browsing History, click Delete.

  3. In the Delete Browsing History box, un-check Preserve Favorites website data and check Cookies and website data, then click Delete.

    Delete browsing history

  4. Close and reopen Internet Explorer.

  5. Sign in:

  6. Click Install to start the download.

Applies To: Access 2013, Excel 2013, Outlook 2013, Publisher 2013, Word 2013, OneNote 2013, PowerPoint 2013, Word for Mac 2011, Excel for Mac 2011, Outlook for Mac 2011, PowerPoint for Mac 2011



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