All outlook accounts in my Not For Profit Plan can no longer login

BSPS 0 Reputation points
2026-06-15T08:54:52.8166667+00:00

Quite suddenly the 5 email accounts attached to our Microsoft NFP license have been signed out of all mobile apps, and are unable to log in via browser. The error returned says the Users have no licenses or mailboxes.

When I as the admin, log in to 365 it shows all licenses for users as current until September 2026 and flags no errors. I’m at a complete loss as to why this is happening and how to get back into it mailboxes. Grateful for any help!

Outlook | Web | Outlook on the web for business | Email
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  1. Tamara-Hu 17,355 Reputation points Microsoft External Staff Moderator
    2026-06-15T09:51:37.5166667+00:00

    Hello @BSPS,

    Based on your description, it appears that this issue requires a deeper investigation on the backend. I recommend reaching out to the Microsoft Support Team for further assistance. Their specialists can perform deeper diagnostics and, if needed, escalate the case to the appropriate internal team for further analysis. This ensures the issue is formally tracked and may contribute to a future fix.   

    To open a support request for Not For Profit Plan: 

    • Go to Contact Us  
    • Scroll down to the “How can we help?” box.  
    • Type your issue (for example: sign-in)  
    • Select Get Help   User's image
    • Related solutions will be suggested. You may try these solutions to see if they resolve the issue.  
    • If the suggested solutions do not work, scroll down to the Get more help section and complete the support request form.   User's image
    • Check I’m not a robot, then click Submit request.  

    As steps can vary depending on the environment, you may also refer to the official Microsoft guidance here: Support and Troubleshooting - Microsoft for Nonprofits | Microsoft Learn

    I sincerely apologize for redirecting you to the Microsoft Support Team. While I strive to assist as much as possible here in the forum, my resources are limited when it comes to backend-level diagnostics and advanced troubleshooting. 

    If you encounter any difficulties in contacting the support team, please feel free to let me know. Thank you and I wish you a great day!    

    Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.

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  2. AI answer

    2026-06-15T08:55:08.43+00:00

    The behavior matches a situation where the user accounts are still licensed in Microsoft 365, but the corresponding Exchange Online mailboxes have been disabled or treated as terminated, so Outlook and Outlook on the web can no longer open them.

    Action steps for the tenant admin:

    1. Verify each user’s Exchange Online mailbox state
      In Exchange Online (Exchange admin center or via PowerShell), check each affected user:
      • Confirm that an Exchange Online mailbox exists for the account.
      • Check whether the mailbox is marked as disabled/terminated (for example, AccountDisabled : True in mailbox properties).
        If AccountDisabled (or equivalent status) is true, Exchange Online will return errors like “no license or mailbox” even though the Entra ID/Microsoft 365 account is active and licensed.
    2. Re‑enable the disabled mailboxes
      For any mailbox that shows as disabled:
      • Re‑enable or reconnect the mailbox to the corresponding user account in Exchange Online.
      • After re‑enabling, have the user try again to sign in to Outlook on the web.
    3. Confirm correct licensing and mailbox location
      For each user:
      • Ensure an Exchange Online service plan is actually assigned (not just a generic NFP/Microsoft 365 license without Exchange).
      • Confirm the mailbox is not hosted on‑premises. If the user has an on‑premises mailbox, Exchange Online will not create a cloud mailbox and Outlook on the web in Microsoft 365 will not show a mailbox.
    4. Allow for propagation and re‑sign‑in
      After fixing mailbox state and/or license assignment:
      • Wait at least 15 minutes for changes to propagate.
      • Have users sign out of all Microsoft 365 sessions and sign back in to Outlook on the web and mobile apps.
    5. If all licensed mailboxes remain unavailable
      • If the organization was recently changed (e.g., tenant reconfiguration, migration) and all users with Exchange Online licenses still see unavailable mailboxes after 24 hours, open a support case with Microsoft 365 Support to investigate tenant‑level mailbox provisioning or accidental mailbox termination.

    References:

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