Unable to sign into OneDrive

LOTTIE MAY LODGE 20 Reputation points
2026-02-24T07:04:24.63+00:00

I'm trying to sign into OneDrive using my University account login. As I sign in, it says "Sorry, but we’re having trouble signing you in", and then:

AADSTS50020: User account [Moderator note: personal info removed]@deakin.edu.au' from identity provider 'https:/[Moderator note: personal info removed]/' does not exist in tenant 'Snowy Mountains Grammar School' and cannot access the application '[Moderator note: personal info removed]'(OneDrive SyncEngine) 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.

It's somehow still connected to my high school?

Microsoft 365 and Office | OneDrive | For education | MacOS
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Answer accepted by question author
Jayden-P 26,275 Reputation points Microsoft External Staff Moderator
2026-02-24T07:46:51.6133333+00:00

Please note that our forum is a public platform, and we will modify your question to hide your personal information in the description. Kindly ensure that you hide any personal or organizational information the next time you post an error or other details to protect personal data.

Hi @LOTTIE MAY LODGE

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

From the error message, this issue might be caused by cached identities from the previous tenant. Which means your OneDrive is still connected to your high school instead of your university account.

Before starting any troubleshooting, please check your OneDrive on the web to confirm whether all files have successfully synced. This will prevent missing offline data that has not synced to the server.

You can start by Reset OneDrive - Microsoft Support:

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When you done reset, try setting up your university account again, if that doesn't fix, try running RemoveOneDriveCreds.cmd and type in "y" for yes. This will remove cached credentials used by OneDrive.

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Please try and let me know if it works for you. If not, we can figure out another approach.

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  1. AI answer

    2026-02-24T07:05:03.0266667+00:00

    It seems that you are encountering an issue with signing into OneDrive using your university account due to a mismatch with the Azure Active Directory (AAD) tenant. The error message indicates that your account from the identity provider does not exist in the tenant associated with the application you are trying to access. This often happens when an account is still linked to a previous institution (like your high school) and not recognized by the current institution's tenant.

    To resolve this issue, you can try the following steps:

    1. Sign out of OneDrive and ensure that you are completely logged out of any Microsoft accounts.
    2. Clear your browser's cache or try signing in using a different browser or incognito mode to avoid any cached credentials.
    3. Contact your university's IT support to ensure that your account is correctly set up in their Azure Active Directory. They may need to add your account as an external user if it's not already recognized.
    4. If you have multiple accounts, ensure you are using the correct credentials associated with your university.

    Following these steps should help you resolve the sign-in issue with OneDrive.

    AI-generated content may be incorrect. Read our transparency notes for more information.

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