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How do I fix OneCustomer | Chat Support not opening a ticket

Ethan James 0 Reputation points
2026-05-29T22:38:59.43+00:00

when I try to talk with the AI agent it says Hello! To be able to help you, I'll need you to sign in with a Microsoft Account or a Partner Center Account. Once you sign in, you will be prompted with a code that will require you to copy and paste into the chat field. but when I use my personal game dev account signed up though the Creators Program (personal side) I get this error: Selected user account does not exist in tenant 'Office 365' and cannot access the application 'e424126d-844b-4912-bf69-8988e844eb78' in that tenant. The account needs to be added as an external user in the tenant first. Please use a different account. but when I go to create a tenant I get this error: The portal encountered an issue while attempting to retrieve access tokens. We suggest attempting to sign in again, or alternatively, continuing without access tokens, although this may result in a suboptimal user experience. Additional details: login_required: AADSTS50058: A silent sign-in request was sent but no user is signed in. The cookies used to represent the user's session were not sent in the request to Azure AD. This can happen if the user is using Internet Explorer or Edge, and the web app sending the silent sign-in request is in different IE security zone than the Azure AD endpoint (login.microsoftonline.com). Trace ID: c32bc089-fb3b-4810-a822-ac4be8094b00 Correlation ID: 7c953f75-f9ac-414f-a863-43c46ca39a78 Timestamp: 2026-05-29 22:37:45Z.

Microsoft Partner Center | Other
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  1. AI answer

    2026-05-29T22:39:18.6833333+00:00

    The error messages indicate two separate issues:

    1. The OneCustomer | Chat Support workspace is in an Office 365/Partner Center tenant, but the signed-in account is a personal Microsoft account (Creators Program) that does not exist in that tenant.
    2. The browser session is not passing the correct sign-in cookies to Azure AD (AADSTS50058), so token acquisition for the tenant fails.

    To proceed, use the following steps that are supported in the provided context:

    1. Use a supported account type for OneCustomer
      • OneCustomer / Partner Center support flows expect either:
        • A Partner Center / Microsoft 365 work or school account in a Microsoft Entra tenant, or
        • A Partner account that already exists as a user in the relevant tenant.
      • The error Selected user account does not exist in tenant 'Office 365' means the Creators Program personal account is not a user in that Office 365 tenant. Use a work/school/partner account that belongs to a Microsoft 365/Entra tenant instead of the personal game dev account.
    2. Fix the AADSTS50058 (silent sign-in) issue
      • The error indicates that the browser is not sending the sign-in cookies to login.microsoftonline.com. To clear the session and force a clean sign-in:
        1. Sign out of all Microsoft sessions using the sign-out link for Services Hub-style experiences: follow this sign out link.
        2. Open a private/incognito browsing session (for example, Ctrl+Shift+N in Chrome). This avoids cached cookies and extensions that can interfere with token requests.
        3. In the private session, go directly to the OneCustomer / Partner Center support entry point and sign in with the correct work or school/partner account.
      • Using an incognito/private window is a known workaround when admin portals or support experiences fail to load correctly due to cookie or extension issues.
    3. If still unable to sign in, use official support channels
      • If sign-in to Partner Center is not possible, a support ticket can be created without signing in: use the "create a support ticket without signing in" option described in the Partner Center sign-in troubleshooting article.
      • If the problem is that the account cannot access the tenant at all (for example, no suitable work/school account), contact business support by phone using the global customer service numbers and ask to be routed to Partner/Office 365 support. The support team can verify identity and help with tenant/account alignment.
    4. If locked out as the only admin
      • If the scenario is that the only global admin account for the tenant cannot sign in (for example, because of 2FA or other access issues), the documented path is to contact the Microsoft Data Protection team via the business support phone numbers so they can verify identity and help regain access.

    In summary, OneCustomer | Chat Support cannot open a ticket with the Creators Program personal account because it is not a user in the Office 365 tenant. Use a work/school/partner account that belongs to a Microsoft 365/Entra tenant, clear sign-in cookies by signing out and using a private browser session, and if issues persist, open a Partner Center support ticket without signing in or contact business support by phone to get tenant-level help.

    References:

    AI-generated content may be incorrect. Read our transparency notes for more information.

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