That microsoft account doesn't exist. Enter a different account or get a new one.

Question

Hello

I'm not technical at all so please bear with me.

I set up a microsoft account back in 2020 using a gmail email address. I have not done anything with this account since then.

Yesterday i purchased an O365 home subscription.

I am able to sign in, use the web based apps no problem as well as Onedrive.

I selected the option to download the apps locally, the installer completed.

A box pops up and asks me to sign in to verify my subscription. It tells me to sign in with the account I use for Microsoft 365 or gives me the option to activate office using a product key (there is no product key in the subscription email confirming my payment or in my subscriptions page).

I type in the gmail email address.

I get a message saying 'That Microsoft Account doesn't exist. Enter a different account.

When I try and do the same with the Teams client, I get exactly the same message when trying to log in.

I don't understand this, the account clearly exists as it allowed me to make the subscription.

Answer 1

Hi Karin L!

I am Shakiru, an independent advisor and a user like you, and I am glad to be helping you out today.

I understand you cannot sign in to Microsoft Office on your computer and got an error message "account doesn't exist".

Few users have reported having the same problem, the solution is to add a new email as an alias and then sign in to Office with the new Primary alias.

You need to add an alias to your Microsoft account Add Primary Alias ​​

• Go to https://go.microsoft.com/fwlink/?LinkId=529489
• Select Add Email and Add Outlook Email
• Then, make the new email a "Primary alias"
• Log in with the new Primary alias
• Did you log in successfully?

See here for more troubleshooting for unlicensed product: https://support.microsoft.com/office/0d23d3c0-c19c-4b2f-9845-5344fedc4380

I hope this helps! Please kindly let me know if you need any other assistance and I will be more than happy to help further.

Please, remember to give back to the community. Help the next person with this problem by rating how this conversation was helpful.

Thank you

Best Regards, Shakiru