Forum Discussion
User lost access
One of our users is suddenly unable to access Teams today.
On the app on his phone, he can pull up past conversations and attempt to type new messages, but they do not go through. He gets a small popup that says "Your message can't be sent right now."
He's also not receiving new inbound messages even though we can all message him - but for some reason the Android push notification does come through when he gets an @ mention in a team channel. If he taps on it, he cannot actually see the message.
When he goes to sign in at teams.microsoft.com, he gets a message stating "We couldn't find an account with that username."
Please help, we need this restored. I'm not including his username because this is a public forum but if you need it, please send me a private message.
Hi jamesfrta ,
If the account has actually disappeared then you would need to contact Microsoft Support as this forum isnt the right place for that. To log a support request in Office 365 you will need to go to the Admin portal.
We can help with more general pointers though. What kind of user is he? Is he a licensed user or using the free version? If not free then what happens when the user tries to log into office.com? I would screenshare on a laptop/desktop and watch the user logging in to make sure the user is logging in with the correct account, it could be something as simple as another account has been added to the phone which is causing issues or they are selecting a personal account when it is a work account.
Andy
Andrew Hodges I verified all of that, of course.
His account started working without us doing anything around 1pm yesterday.
