Overview: In some cases, the Active Workpapers Excel add-in/taskpane may continue trying to sign in with an old or incorrect email address after a user’s Active Platform email or Microsoft account email has been updated.
See old/incorrect Email address appearing here:
This can happen because the Active Workpapers Excel add-in stores sign-in details in browser cache areas used by the add-in.
Please refer to the Glossary for definitions of key terms used in this article.
Clear the Active Workpapers taskpane/add-in cache when SSO signs in with the wrong email
Step 1. Clear old login cache from the SSO pop-up window
Open a binder from the Active Workpapers platform in Excel.
This will open the Active Workpapers add-in and start the sign-in process until the SSO/sign-in pop-up appears.
The old or incorrect email address may appear in the SSO/sign-in pop-up window. If so, right-click inside the SSO pop-up window on the left which has the old email listed and Select Inspect.
In Developer Tools, go to the Application tab.
Clear the contents of the following storage areas:
Local Storage
Session Storage
Cookies
Cache Storage, if available
Close the SSO pop-up window.
Step 2. Clear cache from the Active Workpapers task pane
After clearing the SSO pop-up cache, repeat the same process for the Active workpapers add-in/task pane on the right.
In Excel, right-click inside the Active Workpapers add-in task pane (on the right).
Select Inspect.
In Developer Tools, go to the Application tab.
Clear anything under the following storage areas:
Local Storage
Session Storage
Cookies
Cache Storage, if available
Step 3. Reload the add-in
Once both cache areas have been cleared:
Close the Developer Tools windows.
close the SSO popup window and right click and select 'Refresh' in the Active Workpapers add-in.
If issue persists, repeat the steps above and try Clicking once anywhere inside the Active Workpapers pane (on the right side of your screen) and Select this arrow pointing to the left and select Reload
If after reloading, the popup window shows signed into a different area of the Identity website, and it has a log out option at the top right please click log out.
If needed, fully close and reopen Excel.
The add-in should now stop using the old cached email and allow you to sign in with the correct account. Sign in again using the correct email address. If 'signing in with Microsoft' logs you in using the old email, try signing in with your email and password instead.
Note: Clearing only the task pane cache may work in some cases, but the recommended approach is to clear both the SSO pop-up window cache and the add-in task pane cache. Each window can store its own login/session data, so clearing both gives the best chance of fully removing the old email details.
Bypass using a recovery code
If the above steps do not work, try using the SMS recovery code option at the bottom of the 2FA screen.
Enter an incorrect 2FA code which should log the old email out and trigger the option to sign in with your email and password.
Additional Troubleshooting Checks
Ensure the Excel profile signed in at the top right of Excel is using the correct email address that matches your Active Platform login.
If 'signing in with Microsoft', ensure the primary email address in your Microsoft account is correct and avoid using any aliases. Contact your IT team to check this if you are unsure.