Issue: Some students may receive the message "Sign-in was successful but you do not have permission to access this resource" when attempting to access Microsoft 365 services after the tenant merger. This is commonly caused by cached account information, cookies, or mobile device sign-in data.
Outlook on the Web (Chrome / Edge)
If Outlook on the web is not loading correctly or displays permission errors, clear Microsoft sign-in data from your browser.
Google Chrome
1. Open Outlook or any Microsoft sign-in page.
2. Click the settings/site icon to the left of the URL.
3. Select "Cookies and site data".
4. Select "Manage on-device site data".
5. Delete everything in the following list.
6. Click the trash next to each entry and choose Delete.
7. Close and reopen the browser, then sign in again.
Microsoft Edge
In Microsoft Edge, clear Microsoft sign-in data using the same process:
1. Visit a Microsoft sign-in page.
2. Click the site icon to the left of the URL.
3. Select Cookies and site data.
4. Click to manage site data.
5. Remove everything from this list.
6. Restart Edge and sign in again.
iPhone / iPad (iOS)
If Outlook, Teams, or other Microsoft apps cannot sign in after the tenant migration:
1. Delete any Microsoft apps you cannot sign into (Outlook, Teams, etc.).
2. Install Microsoft Edge from the Apple App Store.
3. Open Edge.
4. Browse to: edge://signin-internals
5. Tap "RemoveAllAccounts".
6. Wait for the red confirmation message.
7. Close Edge.
8. Reinstall Outlook, Teams, and any other Microsoft apps.
9. Sign in using your AHC account.
Android
If Outlook, Teams, or other Microsoft apps cannot sign in after the tenant migration:
1. Delete Microsoft apps from the device (Outlook, Word, PowerPoint, Teams, etc.).
2. Install Microsoft Edge from the Google Play Store.
3. Open Edge.
4. Browse to: edge://signin-internals
5. Tap "RemoveAllAccounts".
6. Wait for the red confirmation message.
7. Close Edge.
8. Reinstall the Microsoft apps.
9. Sign in using your AHC account.
Need Additional Assistance?
If these steps do not resolve the issue, contact the ITS Help Desk for assistance. Email ithelp@hancockcollege.edu or submit an I Can't Sign In ticket.