Cant use MSO after paying

Karolina Misiukiewicz 0 Reputation points
2026-09-14T13:08:42.23+00:00

Request Id: [--PII REMOVED--]

Correlation Id: [--PII REMOVED--]

Timestamp: [--PII REMOVED--]

Message: AADSTS50020: User account [--PII REMOVED--] from identity provider 'live.com' does not exist in tenant [--PII REMOVED--] and cannot access the application [--PII REMOVED--] (Microsoft Office) 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.

Can somebody help wikth this I am paying fr MSO and can't use it

Microsoft 365 and Office | Other
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  1. Lucus-V 13,125 Reputation points Microsoft External Staff Moderator
    2026-09-14T17:57:17.6+00:00

    Hi Karolina Misiukiewicz,

    Please note that our Microsoft Q&A forum is a public platform, and we will modify your response/ 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.

    To narrow down the issue, could you please confirm the following:

    1. Are you using a personal or business account?
    2. What Microsoft 365 subscription did you purchase (Microsoft 365 Personal, Microsoft 365 Family, Microsoft 365 Business)?
    3. Does the subscription appear under Services & subscriptions when you sign in to https://account.microsoft.com?
    4. Is the email address shown in the error message the same account that was used to purchase the subscription?
    5. Have you ever been invited to, worked with, or signed in to a tenant?

    Once we have this information, we can determine whether the issue is related to the subscription, the account used for the purchase, or a tenant sign-in conflict.

    Was this answer helpful?

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