Sign In: AADSTS990072 contact support User account _email_ from identity provider 'live.com' does not exist in tenant...

Question

Im getting this error when i try to log into word, please can you assist

Answer 1

Hello,

All I can see from the error is that you are using a personal account to access an area that is a business tenant, hence it is not accepted.

I need context -

Are you opening a file shared with you from a user in that business?

or

Were you a former user from that business?

and

Do you have Microsoft 365 subscription on this personal Microsoft account?

Answer 2

AADSTS990072/AADSTS90072 errors occur when the account being used to sign in does not exist in the Azure AD tenant that owns the Microsoft 365 subscription being accessed. In the screenshot, the message states that the user account from identity provider “live.com” does not exist in the tenant and cannot access the “Microsoft Office” application in that tenant.

To proceed, use one of these options:

1. Sign out of Word and all Office apps completely.
2. In Word, go to the sign‑in dialog and sign in with a different account:
   • Use the work or school account that actually belongs to the Microsoft 365 tenant (the one where the subscription is assigned), not the personal/live.com account shown in the error.
3. If the correct account is unknown or access is still required with the current address, contact the Microsoft 365 tenant administrator and ask them to:
   • Either assign a license to the correct user account in that tenant, or
   • Add the current email address as a guest/external user in that tenant and assign the necessary access.

If the error appears in a browser sign‑in page (login.microsoftonline.com) instead of the Office client, capture the full error code from the page source and provide it to support as described below so they can investigate further.

To capture the error code from the sign‑in page:

1. On the error page whose URL starts with https://login.microsoftonline.com/login.srf, open the page source (for example, in Internet Explorer use View → Source).
2. Search in the source for HR= and note the numeric code that follows it.
3. Provide that code to technical support when opening a ticket so they can look up the specific cause.

If self‑service steps do not resolve the issue, contact the organization’s Microsoft 365 administrator or Microsoft technical support and include the full error text, request ID, correlation ID, and timestamp from the dialog, as well as the HR code if captured from the sign‑in page.

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References:

• "Sorry, but we're having trouble signing you in" when a user signs in to Microsoft 365, Azure, or Intune