AADSTS50020

Question

AADSTS50020

Lee Lemon 0

AADSTS50020: User account [Moderator note: Personally Identifiable Information removed] 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.

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Answer 1

Hi Lee,

Based on the error message AADSTS50020, it seems that your account may not currently be recognized within the Microsoft 365 environment and this can affect your ability to access Outlook on your phone.

First, I greatly suggest you first try clearing your cached credentials and account data to see if that resolves the issue:

Open Outlook Mobile and remove the affected account > then close Outlook completely.
Go to the phone browser and sign out the affected account from these sites and clear browser cookies/cache too:
Reopen Outlook Mobile and add the account again.
When prompted, choose Work or school account, not personal Microsoft account.

You can read about this documented error via this article: Error AADSTS50020 - User account from identity provider does not exist in tenant | Microsoft Learn

If the issue still persists, the best next step I would recommend is reaching out to your IT department/Microsoft 365 Global Administrator for further assistance. Here are a few things your IT team can check:

Confirm that your work account is active and licensed for Outlook for mobile app.
Review any recent changes to tenant or access policies.
Determine if your account needs to be re-invited to the SharePoint site.

In case you do not know who is your IT admin, kindly refer to this article: How do I find my Microsoft 365 admin? - Microsoft Support

This is a user-to-user forum and I as a forum user, I don’t have access to your back-end system and required privileges to investigate this effectively. Only your IT administrators can help investigate the problem in more detail and verify whether any Group Policies or other security settings are being applied to your account or device that may be restricting this functionality. Also, if the issue requires further escalation, your IT administrator may be able to submit a support ticket to Microsoft on your behalf via Microsoft 365 Admin Center for more advanced diagnosis process.

Hope this information helps you move forward smoothly. If you have any other question, please feel free to reach out on the comments of this post. I'll be happy to assist you further.

Thank you for your understanding and I hope your concern will get resolved soon.

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