Can't log in Teams. "The credential is invalid"

Since you didn’t specify which operating system you’re using, I’ll provide a solution for Windows devices. If you’re using another OS such as macOS, iOS, or Android, please let me know so I can give you more accurate guidance.

Hi @Sara Souza,

Thank you for posting your question to the Microsoft Q&A forum.

Based on the error message you received: "The credential is invalid. Unexpected sub status (6008)" and maybe along with "Error 657rx", this typically means that your account credentials are not being recognized by Microsoft.

I'd like to walk you through a few steps that can help you log in smoothly. These steps are designed to be easy to follow and tailored to your situation.

You can try the following steps and then check if the problem persists:

1. Sign out of your accounts in the Office apps, and then close all Office apps.
2. Open File Explorer, paste the following path, and delete all files and folders: %localappdata%\Packages\Microsoft.AAD.BrokerPlugin_cw5n1h2txyewy
3. Go to Settings > Accounts > Access work or school.
4. Check to see if you can see your school account under "Access work or school."

• If you can see it, select it and click Disconnect. Then, click Connect and sign in again with your school account to register the device.

Next, clear the cached credentials:

1. Open the Control Panel on your PC.
2. Go to User Accounts → Credential Manager.

• In both the Windows Credentials and Generic Credentials sections, look for any entry related to your Microsoft 365 account.
• Select and remove these entries.
  • Restart your PC and try to add your account back to Teams. Completely remove cached licenses and account data:

Download the OLicenseCleanup.vbs file and run it. As such, you can use this package to remove the license, delete identities cached in the HKCU registry, and remove credentials. For more details, see this article: Reset the activation state of Microsoft 365 Apps for enterprise.

• Restart your device.
• Reopen the OneDrive apps and sign in with the correct account.

Note: Please understand that our initial response does not always resolve the issue immediately. However, with your help and more detailed information, we can work together to find a solution.

I hope this information is useful. Follow these steps and let me know if it worked for you. If not, we can continue to work together to solve this.

Thank you for your patience and understanding. If you have any questions, please do not hesitate to reach out.

I'm looking forward to your response.

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The error message "The credential is invalid" typically indicates that there is an issue with the username or password being used to log in. Here are some steps you can take to resolve this issue:

1. Verify Credentials: Ensure that you are entering the correct username and password. Double-check for any typos or case sensitivity.
2. Password Reset: If you suspect that your password may be expired or incorrect, you can reset it. You can do this by signing in to your account in a web browser and following the prompts to reset your password. Alternatively, you may need to contact your administrator to reset your password for you.
3. Check for Account Lockout: If there have been multiple failed login attempts, your account may be temporarily locked. Wait for a while before trying again or contact your administrator for assistance.
4. Review Sign-in Logs: If you have access to the Azure portal, you can check the sign-in logs for any specific error codes that may provide more insight into the issue. Look for error codes such as AADSTS50126, which indicates invalid credentials.
5. Update Teams: Ensure that you are using the latest version of Microsoft Teams. If not, update the application and try signing in again.

If these steps do not resolve the issue, you may need to create a support request with Microsoft, including any error codes and log files that can help diagnose the problem.

References:

• Fix Teams Rooms resource account sign-in issues
• Resolve sign-in errors in Teams

Hi @Sara Souza,

Thank you for getting back to us.

Let me provide some context regarding your situation. Typically, when you sign in to your computer with a school profile, your account is automatically connected to the device. In this case, cached credentials from the previous setup remain in the system, which can cause conflicts. Because you’re affected by two school-managed accounts, this creates a complex issue that cannot be resolved at the end-user level. Your IT administrator will need to perform several advanced steps to properly reset and configure your profile.

Given the nature of the problem, the most effective next step is reach out to your IT admin to ask them to submit a support request through the Microsoft 365 Admin Center on your behalf.

This route ensures that a Microsoft support engineer can initiate a remote session to investigate backend configurations, run advanced diagnostic tools, and, if necessary, escalate the case to specialized teams with access to internal systems and logs. These backend resources are essential for resolving issues that go beyond what’s visible in the user interface.

I sincerely recommend your IT admin create a support ticket from Microsoft 365 Admin Center > Support > Help & Support.  

Microsoft also provides customer service phone numbers based on your region. You can find the appropriate contact number here: Customer service phone numbers - Microsoft Support 

As community moderators, we’re here to guide you, but due to privacy and security limitations, we don’t have access to the backend tools required for a full resolution. For this reason, contacting Microsoft Support via the Admin Center is the most secure and efficient way forward.

I hope this information is helpful. Please follow these steps and let me know if it works for you. If not, we can work together to resolve this.   

Thank you for your patience and your understanding. If you have any questions or need further assistance, please feel free to share them in the comments on this post so I can continue to support you.

I look forward to continuing the conversation.

If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment". 

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