Unable to login to Microsoft Ads

Question

Whenever I try to login to my Microsft Ads Manager account I get the following error "Sorry, we're unable to sign you in because of an issue with your user name. Please contact Microsoft Advertising support for further assistance." I've been having this error for almost two months with over 30 emails during that time from Microsft Ads customer support and have gotten absolutely no where. I was working on trying to get access to the Microsft Ads API (another very long thread with Microsft Ads support that went no where and now they've stopped responding to my messages) prior to this occuring so I'm wondering if something I've configured there is causing issues. FYI I can login to my Azure account without a problem with that same account.

If anyone from Microsoft happen to see this I'd appreciate it if you could look into these tickets and provide some help as both have been going on for months with dozens of emails back and forth. A lot of time wasting and frustation so far unfortunately. I'd love to get this sorted so that I can go back to serving my clients again properly.

7017861816 - Can't access my Microsft Ads Account.

7016277100 - Can't access Micrsoft Ads API

Answer 1

Hello, 

Thank you for using our Microsoft Advertising Community Forum! 

I have sent you a private message, please check it.

Thank you!

Kind regards, 

Marwa| Microsoft Advertising Support Specialist | 0800-633-5915

Answer 2

Unfortunately I didn't have another user account in that ad manager account as I didn't have a need for it. Support did try to invite another work email address to the account however that didn't work. They then suggested I needed to switch this second account to a work account before they could invite it to the ad manager account. However, it now seems I am unable to do that either.

"So I tried again in incognito mode, went to my settings, clicked ‘Switch to a work account’ then ‘Switch now’. I then got taken back to a login prompt at ‘https://login.microsoftonline.com/’ and when I enter [my email] it says ‘This username may be incorrect. Make sure you typed it correctly. Otherwise, contact your admin.’. However, when I go back to https://ui.ads.microsoft.com/ it just logs me back in automatically under [my email] and if I go back to my settings it is still set to a personal account. So it seems I am unable to switch that account to a work account either."

Answer 3

Hello, 

Thank you for using our Microsoft Advertising Community Forum! 

I understand from your message that you're unable to login to your account. We are here to help and are happy to provide you with information on this matter. 

If you are receiving error message "Sorry, we're unable to sign you in because of an issue with your username" and if you are not the only user on the account, the user should be deleted and re-invited.

Please be informed that only Super Admins and Standard Users can invite or delete a new user.

Invite a new user.

1. From the top menu, select Tools > Account access > User management.
2. From User management, select Invite user.
3. Enter your name and email address.
   The email address is where we will send instructions for you to complete the invite process. It does not need to be the one that you will sign in with.
4. Select a product language, select an account role, and then choose which accounts you will have access to.
5. Select Send.
   You will receive an email that provides instructions on signing up for Microsoft Advertising using your preferred email address.
6. Follow the instructions in the email and do one of the following: After you enter or create an email address, you'll be taken back to Microsoft Advertising.
   • If you've sent the invitation to the email address you want to sign in with, confirm your contact information (such as the email address that you'd like to use to receive critical alerts, which can be different from your user name), agree to the Microsoft Advertising Terms and Conditions, and select Save.
     -or-
   • If you want to sign in with a different email address or create a new one, select sign in using a different email address, and then select Sign in with a different Microsoft account in the new window. You'll be prompted to enter a different email address or to create a new one.

Delete an existing user.

1. From the top menu, select Tools > Account access > User management.
2. Select Delete.

For mor information please check Change my password or user name (microsoft.com)

Our support teams are happy to discuss your account in more detail via phone, chat, or email, to provide review assistance. Please see our supportpage to reach out!

Alternatively, I will private message you here to assist with this matter. Please check your inbox here for further assistance.

Kind regards, 

Marwa| Microsoft Advertising Support Specialist | 0800-633-5915