Organization user not able to log in - account not found

Question

Organization user not able to log in - account not found

Chr W Myrstad 0

User is logged in on his PC, is global admin and can create and delete users. When logging in to a different device, the account is not found. Asked MS support to recover the account, and got this back: "Unfortunately, we were unable to locate an account or subscription attached to the e-mail address you provided. As we are not able to locate an active account, we are unable to continue our investigation and will now close this service request.If you would like to report a concern with a different account, please submit a new request".

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2 answers

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Answer 1

Chr W Myrstad 0

Yes
Yes
I've opened a support request on this issue, so closing this thread.

FYI, I managed to reinstate MS authenticator for the user, and then the user can login. Why the account is not found is baffling.

Henry-N 16,325 Reputation points Microsoft External Staff Moderator

2026-07-30T14:24:33.9+00:00

Hi @Chr W Myrstad,

Thank you for the update.

I'm glad to hear that you were able to reinstate Microsoft Authenticator for the user and that the sign-in issue is no longer affecting you.

I agree that the "account not found" result is unusual, especially since the account was still active and you were able to access it from the original device. Since you already have an active support case investigating the behavior and the immediate issue has been resolved, that will be the best channel to pursue the underlying cause if needed.

As there does not appear to be any further action required on this thread at the moment, I will plan to close it within the next 24 hours.

Thank you for taking the time to share the outcome, and I wish you all the best.

Answer 2

Hi @Chr W Myrstad,

Thank you for posting your question in the Microsoft Q&A forum.

To better understand the situation and narrow down the cause, could you please clarify the following:

When Microsoft Support requested the email address for the investigation, was it exactly the same email address that appears on the account currently signed in on the working PC?
Are you still able to sign in with this Global Administrator account on the original PC where it is currently logged in?
Since Microsoft Support mentioned they were unable to locate the account, could you please send the affected account's email address to me via private message so I can better understand the scenario? Please do not post it publicly.

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The answers to these questions will help determine whether this is related to the account itself, the tenant configuration, or a device specific sign-in issue.

Thank you for your patience and understanding. I look forward to your update.

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