Request Id: [Moderator note: Personal information removed]

Question

i get this error

Request Id: [Moderator note: Personal information removed]

Correlation Id: [Moderator note: Personal information removed]

Timestamp: 2026-02-22T14:59:34Z

Message: AADSTS50020: User account '[Moderator note: Personal information removed]' from identity provider '[Moderator note: Personal information removed]' does not exist in tenant '[Moderator note: Personal information removed]' and cannot access the application 'd3590ed6-52b3-4102-aeff-aad2292ab01c'(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 @Roei Oknin,

Welcome to Microsoft Q&A forum.

Thank you for reaching out and sharing the error code you encountered when signing into your account. The issue typically occurs when a guest user from an identity provider (IdP) can’t sign in to a resource tenant in Azure Active Directory (Azure AD). 

To resolve the issue, I would recommend trying these steps:

1. 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. 

2. Clear Microsoft AAD broker plugin cache folder

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

3. Contact Microsoft Support

If the issue persists after trying these steps, the best next step would be to have your IT administrator open a support ticket with Microsoft via the admin center. A technical support engineer can then initiate a remote session, review backend settings, and run diagnostics. If needed, they can escalate the case to specialized engineering teams who are well-equipped to perform advanced troubleshooting and provide targeted solutions.  

As moderators, our primary goal is to provide helpful guidance and support through general troubleshooting steps. While we don’t have access to internal systems or administrative tools required to resolve account-specific or backend issues, we truly appreciate your understanding of these limitations. We genuinely hope the information we share helps point you in the right direction, and we're always here to assist as much as we can within our scope.  

For guidance on how to request support in the admin center, please refer to: Get support - Microsoft 365 admin.      

I hope this information is helpful. Please follow the steps above and let me know if it works for you. If not, we can continue working together to resolve the issue.  

Thank you for your patience and understanding. If you have any questions or need additional assistance, please don’t hesitate to reach out so I can continue to support you. If you found the response useful, please consider marking it as accepted, as this may help other community members who are looking for similar guidance.  

I look forward to continuing the conversation.  

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Answer 2

The error message you are encountering, AADSTS50020, indicates that the user account from the identity provider does not exist in the specified tenant and cannot access the application. In this case, the account [Moderator note: Personal information removed] needs to be added as an external user in the tenant 'Synergy' before it can access Microsoft Office.

To resolve this issue, you can follow these steps:

1. Ensure that the account is added as a guest user in the '[Moderator note: Personal information removed]' tenant.
2. If the account is already added, verify that it is correctly configured and not deleted.
3. After adding the account, sign out and sign back in with the appropriate Azure Active Directory user account.

If you are still facing issues, consider checking for any cached identities or other potential causes related to tenant migrations.