while creating user in microsoft dynamics 365 getting an error The user with this email does not exist in Microsoft Entra ID.

Question

Gopal Patil 0

User is correct, UPN is matching, it is also in sync.

user type - Member image.png

VEMULA SRISAI 12,800 Reputation points Microsoft External Staff Moderator

2026-04-06T12:16:30.4733333+00:00
Hello Gopal Patil,

The user does exist in Microsoft Entra ID and is correctly synced (Member + On‑premises sync enabled). However, Dynamics 365 validates users using the mail (primary SMTP) attribute, not only the UPN.

For hybrid/service accounts, this error commonly occurs when:

the mail attribute is missing or different from the UPN, or

there is an identity mismatch between UPN, sign‑in identity (*.onmicrosoft.com), and SMTP address.

Please verify that the user has a unique and populated mail attribute matching the UPN, ensure there are no duplicate proxyAddresses, and confirm no soft‑deleted Entra ID object exists with the same email. Also note that service accounts are not supported for interactive Dynamics 365 user access.
VEMULA SRISAI 12,800 Reputation points Microsoft External Staff Moderator

2026-04-08T12:46:49.7+00:00

Gopal Patil I’m following up on my previous response to see if it helped. Please feel free to reach out if you need any further assistance.I’m happy to help.
Gopal Patil 0 Reputation points

2026-04-14T16:33:13.0333333+00:00

Verified user has a unique and populated mail attribute matching the UPN
VEMULA SRISAI 12,800 Reputation points Microsoft External Staff Moderator

2026-04-16T17:41:05.5966667+00:00

Gopal Patil could you please check my comment and let me know if you need any further asisstance.

1 answer

VEMULA SRISAI 12,800 Reputation points Microsoft External Staff Moderator

2026-04-06T12:16:30.4733333+00:00

Hello Gopal Patil,

The user does exist in Microsoft Entra ID and is correctly synced (Member + On‑premises sync enabled). However, Dynamics 365 validates users using the mail (primary SMTP) attribute, not only the UPN.

For hybrid/service accounts, this error commonly occurs when:

the mail attribute is missing or different from the UPN, or

there is an identity mismatch between UPN, sign‑in identity (*.onmicrosoft.com), and SMTP address.

Please verify that the user has a unique and populated mail attribute matching the UPN, ensure there are no duplicate proxyAddresses, and confirm no soft‑deleted Entra ID object exists with the same email. Also note that service accounts are not supported for interactive Dynamics 365 user access.
VEMULA SRISAI 12,800 Reputation points Microsoft External Staff Moderator

2026-04-08T12:46:49.7+00:00

Gopal Patil I’m following up on my previous response to see if it helped. Please feel free to reach out if you need any further assistance.I’m happy to help.
Gopal Patil 0 Reputation points

2026-04-14T16:33:13.0333333+00:00

Verified user has a unique and populated mail attribute matching the UPN
VEMULA SRISAI 12,800 Reputation points Microsoft External Staff Moderator

2026-04-16T17:41:05.5966667+00:00

Gopal Patil could you please check my comment and let me know if you need any further asisstance.

Answer 1

Hello Gopal Patil,

Thanks for confirming that the mail attribute is unique and matches the UPN.

Since this is verified, please check the following additional points that commonly cause this Dynamics 365 validation error:

User status & sign‑in
- Ensure the user account is Enabled in Microsoft Entra ID (Sign‑in not blocked).
- Confirm the user can successfully sign in to portal.office.com.
License assignment
- Verify that the user has a valid Dynamics 365 / Power Platform license assigned before adding them to Dynamics.
- After assigning the license, wait a few minutes and retry.
Mailbox & Email configuration
- In Dynamics 365, check Advanced Settings > Email Configuration > Mailboxes and ensure the user mailbox exists and is approved/configured.
- Even if the mailbox is not used, Dynamics still validates the email identity.
Soft‑deleted or duplicate objects
- Confirm there is no soft‑deleted user in Entra ID or Microsoft 365 with the same email/UPN.
- Also validate there are no duplicate proxyAddresses across users.
User type & usage
- Ensure this is not a service or non‑interactive account. Dynamics 365 supports only interactive Member users.
Retry from Power Platform Admin Center
- Go to Power Platform Admin Center → Environment → Users and try adding the user from there instead of the legacy UI.
On‑premises sync timing
- If the user was recently synced or modified, allow time for sync to fully complete and re‑try after the next sync cycle.

If the issue still persists after these checks, please share:

I’ll be happy to help you further investigate.