Hotmail Account Routed to Azure AD Instead of MSA – Identity Routing Reset Needed

Question

Hello,

My Hotmail account is being incorrectly routed to Azure AD (work/school login) instead of the Microsoft Account (MSA) consumer system.

Because of this mis‑routing:

• Outlook Classic forces a work/school login for my Hotmail address

• I cannot access the consumer identity pages

• The organizations page will not load

• The login flow returns AADSTS900144 (“client_id” missing)

• Manual IMAP/SMTP setup also fails

• I cannot remove any organizations because the login endpoint forces Azure AD

This is not a local device issue. It is a cloud‑side identity routing problem.

I need my Hotmail account’s identity routing reset so it is treated as an MSA (consumer) account, not an Azure AD account.

Please escalate this to the Microsoft Account Identity Support team.

Thank you.

Answer 1

Hello,

What web address did you use to sign in?

Can you launch your web browser in incognito mode, then go to https://account.live.com, can you sign in here?

Answer 2

You could tell me how I contact Microsoft SUpport instead of leaving me guessing.

Answer 3

It seems that your Hotmail account is being incorrectly routed to Azure Active Directory (Azure AD) instead of being recognized as a Microsoft Account (MSA). This can happen if the domain associated with your Hotmail account has been linked to Azure AD. Unfortunately, the context provided does not contain specific instructions on how to reset the identity routing for your Hotmail account to treat it as an MSA.

For issues related to account access and identity routing, it is generally recommended to contact Microsoft support directly for assistance. They will be able to provide the necessary support and escalate the issue to the appropriate team if needed.

In the meantime, you might want to ensure that you are using the correct login method and that there are no conflicting accounts associated with your Hotmail address.

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References:

• Troubleshoot Microsoft Identity Platform login
• Troubleshoot sign-in issues and account access problems