Cannot raise a fault ticket on https://sitehelp.microsoft.com

Question

It isn't about M365 and it isn't about Office server...for somereason my acount has been 'broken' since renewing my license on 28 Sep 25. I wanted to raise SEVERAL issues but I'm being prevented from doing so and get this gobbledegook:

Request Id: e2ec8ffc-d3e4-42b6-bf1c-cfc11ccce100

Correlation Id: b584709d-a994-44c8-a9e8-cc06cc2a025a

Timestamp: 2025-09-30T17:04:45Z

Message: AADSTS50020: User account '******@hotmail.com' from identity provider 'live.com' does not exist in tenant 'Microsoft' and cannot access the application 'eea5f4ef-dd4d-4755-aa86-3e0283223b97'(DevRelMC) in that tenant. The account needs to be added as an external user in the tenant first. Sign out and sign in again with a different Azure Active Directory user account.

I don't have an Azure account- why do you thinbk that I do?

I am so CROSS with microsoft his week- you have made nothing easier for me at all. Why can't I raise a fault?

Answer 1

Yes, I agree with you. There have been massive user errors lately...

If you are not a corporate customer (they have their own support channels), then try contacting Microsoft support in the chat: https://support.microsoft.com/en-US/home/contact?SourceApp=smc2&ContactUsExperienceEntryPointAssetId=www.microsoft.com

In the search bar, type (without quotes) "agent support" and press Enter or click on Get Help. Ignore the search results, and click on the "Contact Support" button at the bottom. On the next page, select "Windows" and "Technical Support" from the drop-down lists, and then click on "Confirm". Next, select the chat "Chat with a support agent in your web browser" and on the next page, enter your (the one that works) email address and click on "Confirm". A chat window will open in a new tab. Wait for the operator to respond.

Note. The chat is available during business hours and on business days according to US time.

Answer 2

Glad to see the issue got resolved by itself, however it soemtimes happen that the users license are mixed with the corporate license but then once the outage is cleared from the pool the license is hosted, the issue resolves by itself.

If you found the responses helpful, please mark it as helpful.

Answer 3

Hello, Timbledeebobs.

The error directly indicates that you tried to perform actions from your personal Microsoft account. You should perform the actions from a corporate (work or study) account, which looks like ****@********.onmicrosoft.com . If there are problems with it, contact your organization's system administrator. If you are a private individual (a home user), then access to corporate clients' resources will be closed, and this is normal.

Answer 4

Dear Timbledeebobs,

Could you let me know are you trying to raise a request from your work email address by accessing portal.office.com and then going to help and support and over there you are providing your personal email address which is @hotmail.com?

If so, then it wont happen.

First, I would like to know what exactly is the issue so I can help you in a proper way!!

Could you please help me in explaining in detail about the issue?