Our customers have 2 accounts with a Microsoft 365 Business license. This contains Outlook mail. When my customer wants to login in Outlook with those 2 accounts, there is a message that says the license is not activated (see the picture below). This happend back a couple of days ago. Do you know how this can happen suddenly? and is there a way to fix this?

Hi @Tygo van Riel | hallo ， This happend back a couple of days ago. Do you know how this can happen suddenly? By ”happen suddenly", do you mean the 2 accounts can access OWA successfully a few days ago? If this is the case, is there any change made to these 2 accounts right prior to the occurrance of this issue? In terms of this error message, please first of all go to Microsoft 365 admin portal and make sure the 2 users have been assigned a valid Exchange Online license. Or you can connect to Exchange Online PowerShell and run the command below against the account in question, make sure the recipient type is UserMailbox: Get-Recipient <UserIdentity> With this confirmed, it's suggested to test in different browsers or switching to the InPrivate mode of the browser and see if the error persist. Here's a thread about a similar error message which only occurs in Edge for your reference: UserHasNoMailboxAndNoLicenseAssignedError From the discussion there, the issue was found out to be related to the AmbientAuthenticationInPrivateModesEnabled value setting. If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment". Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.

Microsoft license is not activated in Outlook.

Accepted answer

Yuki Sun-MSFT 41,046 Reputation points Microsoft Vendor

2023-09-20T07:49:04.8966667+00:00
Hi @Tygo van Riel | hallo ，

This happend back a couple of days ago. Do you know how this can happen suddenly?

By ”happen suddenly", do you mean the 2 accounts can access OWA successfully a few days ago? If this is the case, is there any change made to these 2 accounts right prior to the occurrance of this issue?

In terms of this error message, please first of all go to Microsoft 365 admin portal and make sure the 2 users have been assigned a valid Exchange Online license. Or you can connect to Exchange Online PowerShell and run the command below against the account in question, make sure the recipient type is UserMailbox:

Get-Recipient <UserIdentity>

With this confirmed, it's suggested to test in different browsers or switching to the InPrivate mode of the browser and see if the error persist.

Here's a thread about a similar error message which only occurs in Edge for your reference: UserHasNoMailboxAndNoLicenseAssignedError

From the discussion there, the issue was found out to be related to the AmbientAuthenticationInPrivateModesEnabled value setting.

If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment".

Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.
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Tygo van Riel | hallo 20 Reputation points

2023-09-20T08:12:12.8033333+00:00

Thanks for the fast reaction.

I dont know how this can happen suddenly, we didnt make any changes so I don't know on that part. It worked indeed before and we didn't cange anything.

We checked the admin portal and they have a Microsoft 365 apps for Businesses account assigned, not an Exchange Online account. The 2 mailboxes are not appearing in Exchange, through the admin portal.

Regarding to the browser, I use Firefox and tested this aswell in Google and Edge. All 3 contain the same error.

Yuki Sun-MSFT 41,046 Reputation points Microsoft Vendor

2023-09-20T08:25:01.9333333+00:00

Hi @Tygo van Riel | hallo ，

We checked the admin portal and they have a Microsoft 365 apps for Businesses account assigned, not an Exchange Online account. The 2 mailboxes are not appearing in Exchange, through the admin portal.

It appears that the Exchange online license was removed suddenly for unknown reasons. In M365 admin portal, select the user, click Licenses and Apps in the details flyout, expand apps by clicking the arrow next to Apps:

Scroll down and selecting the Exchange Online license.

You may need to wait for some time for the change to take effect.

Tygo van Riel | hallo 20 Reputation points

2023-09-20T08:54:30.6966667+00:00

The licenses haven't changed, they've always been Microsoft 365 apps for Bussinesses licenses. In the screenshot below you can see what is marked and what isn't for those 2 accounts.

The only box "Mobile Device Management for Office 365" is not marked, because they use pc's and laptops.

It's in Dutch so if you have any trouble translating things let me know.

Yuki Sun-MSFT 41,046 Reputation points Microsoft Vendor

2023-09-20T09:37:02.2366667+00:00

Hi @Tygo van Riel | hallo ，

The licenses haven't changed, they've always been Microsoft 365 apps for Bussinesses licenses

According to this link, Exchange service is not included in the "Microsoft 365 apps for Bussinesses" subscription. So, it's really weird that the 2 accounts had been able to use OWA earlier.

Please run the command below to check if the user has a previous recipient type:

get-user user1 | fl *recipienttype*

If you have access to the Microsoft Purview > Audit logs, you can also check if there's any License-change related activities performed before the issue occurred:

Tygo van Riel | hallo 20 Reputation points

2023-09-20T10:06:43.2933333+00:00

Thanks for the usefull information!

Got one more question for the Microsoft Purview tool. I want to use the tool to search for license changes, but if I change the date to anything other then the basic dates, it gives an error that the date isnt set the right way. Unfortanely I can't access the customers pc to do it the Powershell way.

Translation:
Begin- and enddate should have a right setting and the begindate should be earlier then the end date.

Could it be that the tool hasn't been used yet and that we aren't able to track back anything earlier then today?

Yuki Sun-MSFT 41,046 Reputation points Microsoft Vendor

2023-09-21T05:50:51.4133333+00:00

Hi @Tygo van Riel | hallo ，

The date range selected in the screenshot you shared seems good to me. I also tried testing in my lab tenant by selecting the same time range and it can run smoothly without error:

Can you just refresh the web page and try it again to check the result? In case the issue persists, try changing the display language to English, closing your browser and then signing back to see if it can work:

Tygo van Riel | hallo 20 Reputation points

2023-09-21T09:30:49.9466667+00:00

Refreshing does not work either, even with language changed. After toying some more with the tool, I've come to the conclusion that it is not possible to scan anything earlier then september 20 2023. (See the screenshots below)

Is there any other way around this or other tool that we can use? Because we have no recording of a license change and if thats the reason the mailboxes worked and then didn't work, then we have a reason why it stopped working.

Also, we upgraded their licenses to Exchange Online licenses, so they can access their mail again. After getting back in their mail, their whole mailboxes are empty. Is there any way to get this mail back?

Thanks again for the reaction!

Yuki Sun-MSFT 41,046 Reputation points Microsoft Vendor

2023-09-21T10:00:06.9333333+00:00

Hi @Tygo van Riel | hallo ，

After toying some more with the tool, I've come to the conclusion that it is not possible to scan anything earlier then september 20 2023.

Sounds like the auditing was not enabled in your organization until Sep 20 so no recording of license change can be found...
In this case, I am afraid there's no other way or tool can be used to find more clues.

As regards to the content in the old mailbox, could you connect to Exchange Online PowerShell and run the command below to see if you can find the old mailbox?

Get-Mailbox <Account> -SoftDeletedMailbox Get-Mailbox <Account> -IncludeInactive

Yuki Sun-MSFT 41,046 Reputation points Microsoft Vendor

2023-09-25T06:31:42.91+00:00

Hi @Tygo van Riel | hallo ，

Just checking in to follow up with this thread. If you have any further updates on this issue, please feel free to post back.

Tygo van Riel | hallo 20 Reputation points

2023-09-25T10:27:05.7+00:00

Thanks for the check. We didn't had much time to test the commands on our customers pc. But we finnaly had some time today, where the following test results we're concluded:

Get-Mailbox herinrichting command works fine.

Get-Mailbox herinrichting - SoftDeletedMailbox doesn't work, (because object 'herinrichting' couldn't be found)

Its weird that one command works and the other one doesn't with the same account. Any idea's?

Again thanks in advance for the fast reaction.

Yuki Sun-MSFT 41,046 Reputation points Microsoft Vendor

2023-09-26T05:20:24.36+00:00

Hi @Tygo van Riel | hallo ，

Its weird that one command works and the other one doesn't with the same account. Any idea's?

Sounds expected as the -SoftDeletedMailbox parameter is designed for returning only soft-deleted mailboxes in the results. See this link. It returned nothing means the old mailbox is not preserved as a soft-deleted mailbox.

The result of Get-Mailbox herinrichting command represents the current mailbox which is now empty. While the reason I recommend running Get-Mailbox <Account> -SoftDeletedMailbox and Get-Mailbox <Account> -IncludeInactive is to see if we can find any clues about the previous mailbox which may contain the old content.

Now that the two commands return nothing, I am afraid it's not feasible any more to get the old mails back.

Tygo van Riel | hallo 20 Reputation points

2023-09-26T07:18:09.4066667+00:00

Thanks for your time and effort, we will contact our customer back.
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