Issue

After Microsoft Office 365 email domain migration from one M365 tenant to another, users cannot add an email account in Outlook on Macs where the same account was previously configured.

Outlook never prompts for the mailbox password. On some computers, it simply fails with a generic message that something went wrong, on others, it pops up the following error message:

This account cannot be added. The license provided by your work or school does not enable access to Outlook for Mac. Please access your email through Outlook on the web instead. 

Resolution

The issue was resolved by performing the following steps:

• Remove all Microsoft Office related saved credentials from macOS Keychain (everything with Exchange, Office, and ADAL in their name).
• Switch MS Outlook to the Legacy Mode.
• Add the account in question.
• Revert Outlook back to the modern mode.
• Outlook prompted user to re-enter the Microsoft account credentials. After that, it still showed a message that something went wrong, but regardless the account was added correctly and the issue was resolved.

January 2024
macOS Sonoma (14.2)
MS Outlook for Mac