Outlook Email giving error on Samsung S23 and higher phones and iPhones also

Question

Outlook Email giving error on Samsung S23 and higher phones and iPhones also

Michael Douglas 0

I am unable to install a user email account on Outlook to some models of Samsung Phones and also all iPhones so far.

I am getting an error:

"Sorry, but we're having trouble signing you in

AADSTS50020: User Account *******"

I have deleted Outlook, restarted the phone. Reinstall Outlook and the error persists. I also removed the account and reinstalled as a new user. Same error.

Appreciate any help to have this resolved.

The email is for Work.

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1 answer

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Answer 1

Hendrix 1,750 Independent Advisor

Hi Michael,

Based on what you shared, this is likely a tenant authentication issue. AADSTS50020 means the account being entered belongs to a different identity from the tenant where Outlook is attempting to authenticate it. This error usually requires access to verify the account’s tenant, user object, sign-in logs, licensing, and access policies.

Since the issue occurs across multiple Samsung phones and iPhones, the best next step is to contact your company's IT department for further assistance. You can share the full error message, Request ID, Correlation ID, and Timestamp displayed on the error page with your administrator. The administrator should then review the failed attempt under Entra ID > Monitoring & health > Sign-in logs and confirm that your user exists in the correct tenant with the appropriate mailbox and license.

If you are unsure who your IT administrator is, you can refer to this guide: How do I find my Microsoft 365 admin?

Hope this information is useful. Should you need further assistance, please feel free to reach out again in the comments on this post. I'm happy to help.

Michael Douglas 0 Reputation points

2026-10-06T18:38:07.0933333+00:00

Note that this only occurs in Outlook on those devices. Their respective Mail Apps work with no issues on the devices. Other Samsung devices work just fine.
Hendrix 1,750 Reputation points Independent Advisor

2026-10-06T19:25:57.8433333+00:00

Hi Michael,

Thank you for your update.

Outlook mobile uses the Microsoft Authentication Broker with Microsoft Authenticator or Microsoft Intune Company Portal for Microsoft Entra single sign-on, device registration, and organizational access policies, while the native Mail Apps use a different account setup/authentication path. A cached account or old tenant context can therefore route Outlook’s sign-in request to the wrong tenant and produce AADSTS50020.

IT admin involvement is still appropriate. Your administrator needs to review the failed attempt in the Microsoft Entra sign-in logs to determine which tenant and application are rejecting the sign-in.

For further information about this error, you can refer to Error AADSTS50020 - User account from identity provider does not exist ...