Error message meaning

annette diaz 0 Reputation points
2026-10-08T16:08:48.83+00:00

Error message: Sorry, but we’re having trouble signing you in.

AADSTS50020: User account '[Moderator note: Personally Identifiable Information removed]@hotmail.com' from identity provider 'live.com' does not exist in tenant 'The [Moderator note: Personally Identifiable Information removed]Companies, Inc' and cannot access the application 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.

What does it mean?

Microsoft 365 and Office | Subscription, account, billing | For business | Other

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  1. Ryan-N 16,125 Reputation points Microsoft External Staff Moderator
    2026-10-08T16:19:31.0466667+00:00

    Hi annette,

    Welcome to the Microsoft Q&A forum.

    Based on the error code you provided, it appears that your account is no longer registered as a Guest User in that tenant. As a result, you are unable to sign in to or access the tenant’s applications and resources.

    To access the applications or resources in a tenant, you need to use a business account provided by that tenant’s administrator. Alternatively, if you are using a personal Microsoft account, the administrator must add your account to the tenant as a Guest User and grant you the appropriate access permissions.

    In this case, please contact the tenant administrator, who is usually a member of the organization’s IT department, and ask them to add your account again as a Guest User. Once this has been completed and the appropriate permissions have been assigned, you should be able to access the applications provided through My Apps.

    You can also share the following Microsoft documentation with the administrator for instructions on adding a guest user to the tenant:

     Guests in the Microsoft 365 admin center - Microsoft 365 admin | Microsoft Learn

    I hope this information is helpful.

    If you have any questions or need further assistance, please feel free to share them in the comments on this post so I can continue to support you.

    I look forward to continuing the conversation.

    If the answer is helpful, please click "Yes" and kindly upvote it.

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  2. AI answer

    2026-10-08T16:09:00.78+00:00

    It means the sign-in is being attempted with a personal Microsoft account (hotmail.com / live.com), but the application belongs to the The TJX Companies, Inc Microsoft Entra tenant, and that account is not recognized there.

    In practice, one of these is happening:

    • The wrong account is signed in for that app or tenant.
    • The account needs to be invited to that tenant as a guest user before it can access the app.
    • An existing browser session is using a different account than the one intended.

    The error text itself says the tenant must either:

    • use a different work or school account that already belongs to that organization, or
    • have an administrator add the Hotmail account as an external/guest user.

    A common first step is to sign out, then try again in an InPrivate/incognito browser session or a different browser so no cached session is reused.

    References:

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

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