got locked out of a subscription, need technical support

Question

Hello, I am the only user (therefore admin) for a subscription, and probably was fussing around Entra ID and lost access to the whole thing. How can I recover access, if the admin (me) is locked out of the whole directory/subscription?

Answer 1

Hello Rui Silva,

Thanks for your question.

In some cases, you might already have an active session that uses a personal account than the one that's intended to be used. So it may be signing in to the wrong tenant.

I will recommend you try to sign in using an Edge browser in private mode, that might clear the session. If that doesnt fix, I will recommend you follow the guidance from MS.

The general guidance is here:

https://learn.microsoft.com/en-us/troubleshoot/entra/entra-id/app-integration/error-code-AADSTS50020-user-account-identity-provider-does-not-exist

You can mark it 'Accept Answer' and 'Upvote' if this helped you

Regards,

Abiola

Answer 2

Hi Rui Silva

Thank you for connecting offline. Below is the summary of our call:

You are using a personal Microsoft account to log in to Azure, which previously had a paid subscription. However, you are now encountering the following error:

AADSTS50020: User account '{EUII Hidden}' from identity provider 'live.com' does not exist in tenant '{Hidden}' and cannot access the application '{Hidden}' in that tenant.

However, the subscription associated with your account is no longer visible. To continue your work, you created a new free subscription; however, your intention is to regain access to the original paid subscription. You confirmed that you have all the relevant details related to that subscription.

To investigate the issue, we have raised a support case with the Azure subscription team. A representative from team will contact you via phone. Please engage with them to help resolve the issue.