This browser is no longer supported.
Upgrade to Microsoft Edge to take advantage of the latest features, security updates, and technical support.
![](data:image/svg+xml, %3Csvg xmlns='http://www.w3.org/2000/svg' height='64' class='font-weight-bold' style='font: 600 30.11764705882353px "SegoeUI", Arial' width='64'%3E%3Ccircle fill='hsl(166.4, 25%, 26%)' cx='32' cy='32' r='32' /%3E%3Ctext x='50%25' y='55%25' dominant-baseline='middle' text-anchor='middle' fill='%23FFF' %3ESK%3C/text%3E%3C/svg%3E)
I am not able to open my personal Word document as it is throwing an error:
User account 'PII.com' from identity provider 'https://sts.windows.net/https://sts.windows.net/I/' does not exist in tenant 'Shinhan Bank America' and cannot access the application 'PII c'(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.
Managing external identities to enable secure access for partners, customers, and other non-employees
I am out of the client tenancy as my project has ended, but the client removed me from their tenancy, and now it is affecting my personal documents.
![](data:image/svg+xml, %3Csvg xmlns='http://www.w3.org/2000/svg' height='64' class='font-weight-bold' style='font: 600 30.11764705882353px "SegoeUI", Arial' width='64'%3E%3Ccircle fill='hsl(201.6, 99%, 29%)' cx='32' cy='32' r='32' /%3E%3Ctext x='50%25' y='55%25' dominant-baseline='middle' text-anchor='middle' fill='%23FFF' %3ER%3C/text%3E%3C/svg%3E)
Hello Suraj Kumar
To fix the issue, try the below:
Authentication/session mismatch, not a file or Word issue.
Hi Rukmini,
I followed your steps, but the problem persists. It is throwing the same error.
I think ur acct stops before token‑issue because it isn’t in that tenant’s trust path… have their admin add you as a B2B guest → sign out/in; if it still fails, ask them to delete the old guest entry and re‑create a fresh one, then sign out/in again.