Not able to log in

Question

Dear Team,

End user PSI is not able to log in to portal for their agreement #V7882811, pls help to advise

Thanks-Aun

Answer 1

For an end user who cannot sign in to a Microsoft online portal, use these checks and recovery steps:

1. Verify the exact sign-in URL being used for the portal and agreement, and confirm it is correct for the organization (for example, similar to https://myapps.microsoft.com/contoso.com or the specific portal URL provided by the agreement owner).
2. Confirm the user ID is correct and in the right format (for example, ******@contoso.com or ******@contoso.onmicrosoft.com). Ensure there are no typos or extra spaces.
3. Ask the user to carefully re-enter the password, ensuring there are no leading/trailing spaces, especially if copying and pasting.
4. If the user has forgotten the password or it is not accepted:
   • For a work/school account, direct the user to the organization’s help desk or Microsoft 365 administrator to reset the password or unlock the account.
   • If self-service password reset is enabled, the user can follow the “Can’t sign in” or “Forgot my password” link on the sign-in page and complete the recovery flow.
5. If the tenant uses Microsoft Entra ID and the My Apps portal for access, try signing in via the My Apps portal and troubleshoot:
   • Confirm the correct site address: https://myapps.microsoft.com or the organization’s customized My Apps URL.
   • If the user is signing in with a personal Microsoft account and sees issues, try using the organization’s domain or tenant ID in one of these URLs:
     • https://myapplications.microsoft.com?tenantId=*your_domain_name*
     • https://myapplications.microsoft.com?tenant=*your_tenant_ID*
   • Verify the password has not expired; if needed, follow the reset flow described in “Reset your work or school password”.
   • Ensure the user’s verification (MFA) info is current; if MFA is failing, the admin may need to reset the user’s MFA registration in Microsoft Entra ID.
   • Add the My Apps portal URL to the browser’s Trusted sites, clear the browser cache, and try again.
6. If the user sees a generic “We don’t recognize this user ID or password” or “This username may be incorrect” message:
   • Reconfirm the email/UPN is valid in the tenant and that the account actually exists and is active.
   • Have the user or admin verify that the same credentials work on another Microsoft 365 portal such as https://login.microsoftonline.com/ or Outlook Web/OWA. If they cannot sign in there, the issue is with the account itself and must be handled by the organization’s admin/help desk.
7. If the account is synchronized from on-premises Active Directory using password sync, have the user change their on-premises computer password (or have IT reset it without “User must change password at next logon” checked). After synchronization, the new password should work for portal sign-in.
8. If all of the above fail, escalate through the organization’s Microsoft 365 or Partner Center administrator to open a support case with Microsoft, providing:
   • The affected user’s sign-in ID
   • The exact portal URL
   • The agreement number (e.g., V7882811)
   • Screenshots or text of the error messages

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References:

• "We don't recognize this user ID or password" error when a user tries to sign in to the Microsoft 365 portal
• Troubleshoot problems with the My Apps portal
• Services Hub sign in FAQs
• NoSuchAccountException: Login Error