Error message "<myaccount> isn't in our system. Make sure you typed it correctly."

Question

I am getting an error message "<microsoft account> isn't in our system. Make sure you typed it correctly." when trying to log on to a new computer, or when I log in to the Microsoft 365 admin centre. However my online account works ok as I can see the myaccount dashboard ok. Any ideas how to corrrect this?

Thank you

Answer 1

Hi @Mark

Welcome to Q&A Community! 

I’m really sorry you’re running into this issue when you can access My Account but get blocked elsewhere. I know how disruptive that can be, and I want to get this sorted for you as quickly as possible. 

To pinpoint what’s going on, could you also share a few quick details below? This will help me narrow it down without asking you to try lots of steps. 

1. Which email format are you using to sign in? (Examples: [******@yourdomain.com]) For security and privacy reasons, could you please send me the exact email address you’re using to sign in via a private message (PM) rather than posting it publicly? That will let me safely verify how the account is being recognized without exposing personal details. 
2. Do you ever see a prompt asking you to choose between Personal and Work or school? If so, which option do you select? 
3. Could you share the exact error text (a screenshot is perfect if you’re comfortable)? 
4. On the new computer, does the same error happen across different browsers? And does using InPrivate/Incognito change anything? 
5. Is this the only Microsoft 365 tenant you use, or have you ever accepted guest invites or signed up for trials that might have created a second tenant? 
6. In this tenant, should your account have an admin role (e.g., Global Admin), or is it a standard user? 

Your confirmation would be of great help! 

Once I have your PM with the sign‑in email and the details above, I’ll map out the fastest path to a proper fix.  

Feel free to let me know any additional details that relate to the issue. I am here to assist you. 

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