Office 365 account error Microsoft fix new tenant denies access to all data

Copper Contributor

When I first started my 365 subscription there was an error with the assigning of my domain name on the Microsoft side which resulted in having two tenants for the one user. One being the MS default, the other being my own.

Not aware that this was a problem used the service though consistently had issues with admin access.

After 9 months MS identified the problem and the solution was to create a new tenant.

This resulted in being denied access to all data , and a huge amount on sharepoint as it is assigned the previous tenant. 

Despite providing MS with the appropriate tenant ID they refuse to allow access as there is no user assigned this tent. This would be true as they removed myself as that user.

Is there others who have encountered similar issues and is there a way to resolve this?

9 Replies
I would recommend you to contact the support and ask them to escelate it to Level 2, also provide them with all the information that Tentant 1 is/was your tenant

@NicolasKheirallah Thank you , however this has been escalated to an executive level with Microsoft Australia , who shuffled me around. 

I included all the information I have, including the tenant ID's. However as they had removed me from the tenant ID they informed me that as there is no organisation associated with it they can no longer assign it me??!!

Ultimately no help. 

I am hoping that someone will have encountered this problem before and resolved it so I could use this as a roadmap to getting the situation resolved. 

@AlexNisbet did you find a solution as I am having the exact same problem and now I have to use the old outlook which is a fix, but I have grown to love the new outlook. 

What error are you getting ?
Are you having this issue on the webclient or just on the desktop?

@NicolasKheirallah this is only happening on the new outlook app and the new teams app. I can log in to old outlook and old teams. 


the error message is:

AADSTS50020: account user Lisa@ (the domain previously linked) from identity provider……. Does not exist in tenant (old tenant) and cannot access the application Microsoft outlook 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 

Have you tried with the Web version ?, do you get the same issue ?

I would suggest creating a ticket with Microsoft support

@NicolasKheirallah It works on web and also works on the old outlook. just not in the new outlook. I tink you are right I will raise it up with them. Thank you so much for your help

What you can do is try on another computer with the new client and see if it works there, then you know if it's a local issue or not! If it works on that computer then you can try clearing the Cache and uninstalling/reinstalling!

Else create a Ticket!
It doesn’t work. I have 2 laptops. Same issue. I think it has to be cleared in Azure which I don’t know how to use properly or I need to go old school and use the product key. Which I also don’t know how to use with these new products.