Issues using login w/ Azure for setting up a Entra app

Question

Issues using login w/ Azure for setting up a Entra app

Ravi Patel 0

Hi there,

We are having issues even just logging into Azure to setup an Entra app for supporting Entra SSO in our application. Below is the error we received. I could not even access the Support feature to send a support request from my Azure account.

{
  "sessionId": "0a2c056f2d8c437d886c1f2803c5de76",
  "errors": [
    {
      "errorMessage": "interaction_required: AADSTS16000: User account &#39;{EUII Hidden}&#39; from identity provider &#39;live.com&#39; does not exist in tenant &#39;Microsoft Services&#39; and cannot access the application &#39;e6694c91-1590-4e35-9bb7-b865c638b9c1&#39;(Microsoft_Azure_SupportPortalExtension) in that tenant. The account needs to be added as an external user in the tenant first. Sign out and sign in again with a different Azure Active Directory user account. Trace ID: cb81775b-b2e7-424c-99f4-83adcfc22e00 Correlation ID: 8e50a7d7-3dcb-47fd-a478-81a7a6735114 Timestamp: 2025-10-09 14:10:07Z",
      "clientId": "e6694c91-1590-4e35-9bb7-b865c638b9c1",
      "scopes": [
        "959678cf-d004-4c22-82a6-d2ce549a58b8/.default"
      ]
    }
  ]
}

Appreciate any support you can provide.

Thanks in advance!

VEMULA SRISAI 14,065 Reputation points Microsoft External Staff Moderator

2025-10-11T00:00:01.0633333+00:00
Hello Ravi Patel ,

Thank you for posting your question in the Microsoft Q&A Forum.

The error AADSTS16000 occurs because the account you are using to sign in (personal Microsoft account, e.g., @live.com) does not exist in the Microsoft Services tenant where the application Microsoft_Azure_SupportPortalExtension is registered. This is why the login fails.

Suggested Workaround:

Step 1: Use the correct work/school account

Sign out of all Microsoft accounts in your browser.

Clear your browser cache and cookies, or open an InPrivate/Incognito window.

Sign in with your work/school Azure AD account in the Microsoft Services tenant. This ensures error-free access.

Step 2: If you only have a personal account

Contact your Microsoft Services tenant administrator.

Ask your admin to invite your personal account as a guest user in the tenant.

Accept the guest invitation. After this, you can log in normally with your personal account.

Additional Guidance:

Avoid mixing personal and work accounts in the same browser session.

If you need access to both, use a different browser or a separate browser profile

Reference article: Microsoft Learn – AADSTS16000 Error Codes

If you need any additional information or assistance, please feel free to contact us.

Your answer

VEMULA SRISAI 14,065 Reputation points Microsoft External Staff Moderator

2025-10-11T00:00:01.0633333+00:00

Hello Ravi Patel ,

Thank you for posting your question in the Microsoft Q&A Forum.

The error AADSTS16000 occurs because the account you are using to sign in (personal Microsoft account, e.g., @live.com) does not exist in the Microsoft Services tenant where the application Microsoft_Azure_SupportPortalExtension is registered. This is why the login fails.

Suggested Workaround:

Step 1: Use the correct work/school account

Sign out of all Microsoft accounts in your browser.

Clear your browser cache and cookies, or open an InPrivate/Incognito window.

Sign in with your work/school Azure AD account in the Microsoft Services tenant. This ensures error-free access.

Step 2: If you only have a personal account

Contact your Microsoft Services tenant administrator.

Ask your admin to invite your personal account as a guest user in the tenant.

Accept the guest invitation. After this, you can log in normally with your personal account.

Additional Guidance:

Avoid mixing personal and work accounts in the same browser session.

If you need access to both, use a different browser or a separate browser profile

Reference article: Microsoft Learn – AADSTS16000 Error Codes

If you need any additional information or assistance, please feel free to contact us.