cannot login to ESI portal at https://esisupport.microsoft.com

Question

Hello, I am using this email
[mod: PII redacted] as an ESI login, and I remember previously I was able to login to ESI page,

Now that I want to raise a ticket I have an error,

Cannot sign in to Enterprise Skills Initiative Support (https://esisupport.microsoft.com) – Error AADSTS50020: my work account is not added as a guest user in the Microsoft tenant hosting the ESI Support Portal ([mod: PII redacted]). Only Microsoft can add me as guest (B2B). Please escalate to Microsoft Identity (Entra ID) to add my account [mod: PII redacted] as guest to the ESI tenant

Please tell me what to do because I need urgent access to ESI portal support,

Many thanks
[Moderators' note: personal information removed]

Answer 1

It seems that you are encountering the error code AADSTS50020, which indicates that your work account is not added as a guest user in the Microsoft tenant hosting the ESI Support Portal. This is a common issue when trying to access resources that require guest access.

To resolve this issue, you will need to ensure that your account is invited as a guest user to the ESI tenant. Here are the steps you can take:

1. Contact Microsoft Support: Since the error message suggests that only Microsoft can add you as a guest, you should reach out to Microsoft support directly. You can explain your situation and request that your account be added as a guest user.
2. Check with Your Organization: If you have an administrator or a contact within your organization, you might want to ask them to assist you in contacting Microsoft support or to check if there are any internal processes for adding guest users.
3. Use a Different Account: If you have another account that is already added as a guest, you could try logging in with that account to access the support portal.

Make sure to provide all necessary details to Microsoft support for a quicker resolution.

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References:

• Error AADSTS50020 - User account from identity provider does not exist in tenant
• Troubleshoot sign-in issues and account access problems

Answer 2

I am contacting MS support, the 1st attempt to answer my question is completely wrong,
I told you that previously I WAS able to connect to ESI support, with my same email address, as the one that TODAY I have the problem ! :)

Also the AuthN process is correct, because the pass and MFA is working correctly !
(I tried to enter another pass for test, and the error message is completely different)

So I am waiting for MS to add my account as external user on its directory, something that prev. was working ??
Let it be, waiting for resolve ,

Many thanks
[Moderators' note: personal information removed]

Answer 3

Hi @Panagiotis Karaberis,

Thank you for posting your question in the Microsoft Q&A forum.

Based on your sharing, the error code means that your account is no longer present in the ESI Support Portal's Entra ID tenant as a B2B guest user. This requires the ESI Support team to readd you as a B2B guest. Even though the portal requires sign in to open and view cases, you can submit a support form directly to Microsoft via ESI Support - Contact Us and you can submit this form without needing portal access. Please provide the most detailed information as possible in the Description part then submit it and the ESI Support team will help re-invite or re-add your account into the portal.

Please note that forum moderators do not have access to user account settings and cannot assist with logging in, resetting passwords, or changing access rights. While I do not have access to internal systems or administrative tools required to resolve account-specific or backend-related issues, but I’ll continue doing our best to support you within the scope of our responsibilities.   

I hope this helps you regain access to your account quickly. I'm glad to assist and truly hope the information provided has been useful. Please feel free to reach out anytime if you need further assistance. 

Hope everything gets sorted out soon. Wishing you a fantastic day ahead.

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