why do we continue having issues with MS error "account doesn't exist"?

Question

I'm the admin for O365, why do we continue having issues with MS error "account doesn't exist" for years this has been going on- why can't you fix this issue. i have employees all over the world- this is time consuming, waste of money... fix it or get out of the almighty "we're a solutions company" you create sooooo many headaches"

Answer 1

Regarding the info you requested-

MS- You mentioned [your employees]. Are the accounts used by you and other employees personal accounts or corporate accounts?

This is what we have- I’m one of the Microsoft 365 Admins

• Corporate account
• Subscription- MS license E3- we issue Basic and Standard O365

MS- What specific version of Office did you purchase?

Issue is with-

• Brand new laptop- purchased at Sam’s Club
• HP 17-cn2070cl             Sr#- 1H95020N96
• Window 11 Home
• Processor: 12th Generation Intel® Core™ i7-1255U

MS- Can you briefly describe the steps you took to activate Office? At which step did the error message appear?

I assigned, Basic License- Outlook only

Began setup on the new HP, Clicked on the only version of Outlook on this laptop- “New Outlook”

Entered his email address, Temp MS generated PW

New Outlook accepted the email address and Temp PW

New window opened and asked me to change the PW (from Temp PW to a new one)

Then I got this error, pic provided-

incase the pic doesn't show, this is what it reads- "THIS ACCOUNT IS NOT SUPPORTED- (big red X) Your account does not have permission to access the new Outlook on Windows. Choose another account or open Outlook on the web. (the web version does work, i validated that prior to setting up this HP)

 

I then googled and found countless forums having this same issue.

I tried everything I could find- which then became aggravating- (I had to ship this laptop off, and it had to arrive by Friday- hence the rush to find a solution)

*** one of the MS forums suggested changing the Registry to a “0”- when you work your way to “Outlook\Preferences STEP 3- there was no “Outlook” --- that’s when I decided to Upgrade to the Standard Lic to see if that would work- and it did.

MS forum-  If for some reason you don’t see a toggle in the new Outlook for Windows, try these troubleshooting steps:  

1. Make sure you try to launch classic Outlook for Windows from the Windows Start Menu, not the new Outlook for Windows. The new Outlook for Windows has a “New” tag on its app icon. For classic Outlook, select the icon without a “New” tag.
2. From the Windows Start Menu, type “Registry Editor” in the search box and select the Registry Editor app.
3. Navigate to the following path: Computer\HKEY_CURRENT_USER\Software\Microsoft\Office\16.0\Outlook\Preferences
4. Scroll to the bottom of the list to and double click on UseNewOutlook.
5. Enter 0 in the Value Data field.

THE FIX OR TEMP SOLUTION-

After 6+ hours of trying to work around this issue-

I upgraded from Basic to Standard- and bam, the new outlook accepted the same exact Email & PW that I used in the Basic Lic.

So, there seems to be an access acceptance discrepancy between the New Outlook- Basic and Standard Lic issuance and acceptance. (basically New Outlook registration accepted the Standard Lic subscription BUT wouldn’t accept the Basic Lic Subscription).

Financially for us (any company) we had to go from a $6.xx Basic subscription fee to the upgraded Standard subscription of $12.00 per license- that has to be resolved, this will become a huge expense burden. (some employees only need Outlook and not Office 365)

V/r

Roger

Answer 2

Dear Roger Perez4

Thanks for raising your concerns in Microsoft Community.

Based on your description, I understand that you encounter an error message about your account when trying to activate Office. I understand your feelings, and this problem is indeed troubling.

Regarding the error message "Account does not exist", you usually need to confirm the status of the account, the status of the application, etc. Microsoft has a support article for this error prompt, which you can use as a reference for basic troubleshooting.

Activation error That Microsoft account doesn’t exist - Microsoft 365 Apps | Microsoft Learn

At the same time, I would like to confirm some more detailed information with you, because different account types and Office versions have different troubleshooting steps for activation, so please share the following information with us:

• You mentioned [your employees]. Are the accounts used by you and other employees personal accounts or corporate accounts?
• What specific version of Office did you purchase?
• Can you briefly describe the steps you took to activate Office? At which step did the error message appear?

I understand that repeated error messages will make you dissatisfied, and please cooperate with us to troubleshoot this problem. Please believe that the main goal of the Microsoft community is to help you solve this problem, so please share these details to help us find a clearer direction for troubleshooting.

I hope the above information is helpful to you. We are looking forward to hearing from you and will continue to assist you.

Best Regards,

Tracy - MSFT | Microsoft Community Support Specialist

Answer 3

what am i supposed to use if i can't use NEW Outlook, i don't even have the option to download the old Outlook!!!!!!!!

Answer 4

You answered my question- you can’t resolve the issue that MS has caused on their own platform!

Here’s another question- I have a brand-new HP laptop- just paid 900$ for it, I created a new user within our MS Admin portal- verified its active…

Opened the ALL-exciting new outlook app that came preloaded and it recognizes the temp PW, has me change it to a new PW- runs through some setup cycle and comes back with- THIS USER DOESN’T HAVE PERMISSION TO USE THE NEW OUTLOOK!!!!!!!!!!!!!!!!!!!

AGRRRRAVATING – spell check can’t even catch this incorrect spelling

and now i have to figure out why the new precious outlook app won't work!!!!!!!!!!!!!