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One of our employees, who has a full Microsoft 360 license like the rest of us, is having multiple issues that our Microsoft Office Administrator can't fix. Her account address is [Moderator note: personal info removed].
She is having trouble editing the [Moderator note: personal info removed] Shared Outlook calendar (it lists her as OUTSIDE THE ORGANIZATION even though she has the same subscription we all do.
She cannot view certain things in SharePoint even though the SharePoint team lists her as a member.
I just discovered when I try to view her personal Outlook calendar, nothing comes up. I can view every other employee's individual calendar but not hers. When I click on the checkbox by her calendar name, nothing happens.
Can you help?guest users.png
Microsoft 365 features that help users manage their subscriptions, account settings, and billing information.
I'll see if our system admin can do this or if not, I'll have to wait for the CEO to get in. I'll let you know.
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Hi @Erin O'Brien,
Thank you for the response.
If you have any concerns or questions later on, please don’t hesitate to reach out. Not only will I be happy to assist you, but all moderators in the Q&A forum will also do their best to provide support and guidance.
Wishing you a smooth rest of your day.
Hi @Erin O'Brien,
Thanks for reaching out to the Microsoft Q&A Forum.
The issue you’re experiencing can stem from several different factors. When these occur together, the most common causes include:
To help me troubleshoot more accurately, could you please share a bit more information about the user's current configuration?
Once I have a clearer understanding of your current situation, I’ll be happy to assist you with greater accuracy. Please feel free to share any additional details you believe are relevant. Screenshots are especially helpful and much appreciated.
In the meantime, if you intend to add this user as a guest but have not been able to do so successfully, please refer to the following article: Quickstart: Add a guest user and send an invitation - Microsoft Entra External ID | Microsoft Learn
Thank you for your patience and your understanding. If you have any additional questions, please feel free to reach out.
I'm looking forward to your reply.
She is not a guest. The system admin sent me the attached screenshot. She SHOULD have a full account like the rest of us so doesn't that mean she is a member? Yet she is still listed in the shared Outlook calendar as "outside the organization". This is true both on the Outlook on the web version and the desktop application. Note the history on this account associated with this email address was associated with 2 previous employees. We try to keep the email addresses generic to allow us to use a consistent address in advertising even though the people in this position change.
Hi @Erin O'Brien,
Thank you for the detailed explanation.
I’m wondering if any recent changes were made to their account such as updating the UPN, SMTP addresses, or other identity‑related attributes before assigning this user to the account. Adjustments like these can sometimes affect license functionality.
For now, you can try unassigning and then reassigning the license on this account. Even better, you may deactivate and reactivate the account to ensure it resets properly.
If the issue persists, you should use your admin credentials to reach out to Microsoft Support through the Microsoft 365 Admin Center on your user' behalf so Microsoft can collect logs and investigate your issue.
Microsoft also provides customer service phone numbers based on your region. You can find the appropriate contact number here: Customer service phone numbers - Microsoft Support
This route ensures that a Microsoft support engineer can initiate a remote session to investigate backend configurations, run advanced diagnostic tools, and, if necessary, escalate the case to specialized teams with access to internal systems and logs. These backend resources are essential for resolving issues that go beyond what’s visible in the user interface.
As community moderators, we’re here to guide you, but due to privacy and security limitations, we don’t have access to the backend tools required for a full resolution. For this reason, contacting Microsoft Support via the Admin Center is the most secure and efficient way forward.
I hope this helps you resolve the issue 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.
Thank you for your kindness and contributions to the forum.