I am locked out of my Azure account and cannot raise an Azure support ticket

Question

Good morning,

I have a live.com account I've used for years for email and MS learn etc and have no issues signing in or with account locks. Any time I try to use MS Learn sandbox or now that I've created a free Azure account I get the following error:

Your account has been locked. Contact your support person to unlock it, then try again.

I have signed out of all browsers etc, changed password, tried incognito mode but nothing works.

MS told me to log a support ticket with Azure, but obviously I can't with my current account so I have created a new one.

Now when I try to log a support ticket in Azure with my new email account (an outlook.com account) I get the following error:

Details: The logged in user is not authorized to fetch tokens for extension 'Microsoft_Azure_Support' because the user account is not a member of tenant 'f8cdef31-a31e-4b4a-93e4-5f571e91255a'. Error details: invalid_grant: 50020 - [2023-11-26 18:46:02Z]: AADSTS50020: User account '{EmailHidden}' from identity provider 'live.com' does not exist in tenant 'Microsoft Services' and cannot access the application 'c44b4083-3bb0-49c1-b47d-974e53cbdf3c'(Azure Portal) in that tenant. The account needs to be added as an external user in the tenant first.

I believe my personal email might be in my previous works Azure tenant as a guest. I have contacted them to see if they can remove it but not heard back so far.

Is there anything else I can do to get support on the issue?

Answer 1

Hi,

In this case please raise a support case with the global support desk - https://support.microsoft.com/en-us/topic/global-customer-service-phone-numbers-c0389ade-5640-e588-8b0e-28de8afeb3f2

Hope this helps.

JS

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Answer 2

This issue is now resolved. My personal email address was a guest in an Azure AD tenant of a previous company I worked out. I logged a ticket with my old employer to remove this and since then I can now access my free account.