How do I fix this error? AADSTS50020: User account '***la@******ko.com' from identity provider '*****' does not exist in tenant '******' and cannot access the application '***

Question

Request Id: [Moderator note: personal info removed] 

Correlation Id: [Moderator note: personal info removed] 

Timestamp: 2026-01-23T20:39:58Z

AADSTS50020: User account '[Moderator note: personal info removed] ' from identity provider '[Moderator note: personal info removed]' does not exist in tenant '[Moderator note: personal info removed] ' and cannot access the application '[Moderator note: personal info removed]'(Microsoft Office) 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.

Answer 1

Hi @Paula Bledsoe, 

Thank you for posting your question on the Microsoft Q&A Forum. 

The error you encountered: 

AADSTS50020: User account does not exist in this tenant and cannot access the application… The account needs to be added as an external user… 

occurs because the account ******@xxxxxxko.com is not part of the Azure AD tenant associated with the resource you are trying to access. The application you’re signing into requires an account that either: 

• belongs to that specific tenant, or 
• has been added as a Guest (External User) in the tenant. 

Since it’s unclear whether your personal Gmail account is set up as a guest in this tenant, I’m providing guidance based on the tag used in your original post. If your account hasn’t been added as an external guest yet, please let me know so I can give you more accurate instructions. 

You can clear your credentials cache, remove all of your Microsoft password and usernames from your computer to ensure a clean reset 

1. Please sign out your accounts from Office applications, then close all Office applications.    
2. Open File Explorer, paste the following path, and delete all files and folders. %localappdata%\Packages\Microsoft.AAD.BrokerPlugin_cw5n1h2txyewy    
3. Go to settings > Accounts > Access work or school 
4. Check if you can see your school account in "Access Work or School".    

If you can see it, please select it and select Disconnect. After that, please click "Connect" and log into your business account again to register the device.    

Clear Cached Credentials    

• Open the Control Panel on your PC.    
• Go to User Accounts → Credential Manager.    
• 
• Under both Windows Credentials and Generic Credentials, look for any entries related to your Microsoft 365 account.    
• Select and remove those entries.    
• Restart your computer and try adding your account in Office again.    

Download OLicenseCleanup.vbs and run it. In this way, you can use this package to remove license, remove cached identities in HKCU registry and remove credentials. For more details, you can refer to this article: Reset Microsoft 365 Apps for enterprise activation state.  

Reboot your device.  

Log in to your Excel via Office.com in Incognito/ Private mode to see if the issue persists. 

Reopen Office apps and sign in with the correct account.  

You can read about this error via this article: Error AADSTS50020 - User account from identity provider does not exist in tenant | Microsoft Learn 

  

If the issue persists after completing the steps, the next best step would be to contact your organization’s IT administrator. They can help investigate the problem in more detail and verify whether any Group Policies or other security settings are being applied to your account or device that may be restricting this functionality. Additionally, your IT administrator may be able to submit a support ticket to Microsoft on your behalf via Microsoft 365 Admin Center to obtain official guidance and solutions for restoring access and ensuring that Excel is fully functional for your needs.  

  

I hope this information is helpful. If you have any questions or need further assistance, please feel free to share them in the comments on this post so I can continue to support you.     

I look forward to continuing the conversation.    

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Answer 2

The error AADSTS50020 indicates that the user account from the identity provider does not exist in the specified tenant and cannot access the application. To resolve this issue, you need to ensure that the user account is added as an external user in the tenant 'BC Studio'. Here are the steps you can follow:

1. Add the User as an External User: You need to add the user account (e.g., ******@******ko.com) to the tenant as a guest. This can be done through the Azure portal by navigating to Azure Active Directory > Users > New guest user.
2. Check User Assignment: If the application requires user assignment, ensure that the user is assigned access to the application. You can check this by going to Enterprise applications in the Azure portal, selecting the application, and verifying the user assignments.
3. Sign Out and Sign In Again: After adding the user, make sure to sign out and then sign in again with the same account to refresh the permissions.

If the issue persists, you may want to verify that the application registration is set up correctly and that the user account type is supported by the application.