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Troubleshooting

Microsoft says my work account doesn't exist

What to do when Microsoft rejects a work or school account you are signing in with or connecting, or sends you back to the email box.

You are signing in with Microsoft, or connecting a Microsoft account, and Microsoft's own page says the account doesn't exist or sends you back to the email box. ContactZapp accepts work and school Microsoft accounts as well as personal ones, so the account type itself isn't the problem. These steps go from the most likely cause to the least.

Steps

  1. Start again from Continue with Microsoft on the sign-in card, or from the Microsoft tile when you connect an account. See Sign in to ContactZapp, Connect your first account or Add another account.
  2. When Microsoft shows its list of accounts, choose the work account you want. If Microsoft offers a way to use a different account, use it and type the work account's sign-in name.
  3. If the list doesn't appear, sign out of every Microsoft account in that browser. Then start again from step 1.
  4. If it still fails, try a separate browser profile, or a private window, with no Microsoft sign-ins in it.

What happens next

ContactZapp asks Microsoft to show its account list each time, even when your browser is already signed in to a Microsoft account. A browser signed in to a different Microsoft account, such as one from another organization, is the usual reason for this problem.

If something goes wrong

  • Microsoft shows a code starting with AADSTS. Write it down and send it to us with the exact message. The code tells us whether your organization's administrator has to approve ContactZapp.
  • "Your organization's administrator has to approve ContactZapp before this account can sign in. Ask them, or use your email instead." Your organization's rules stop you from allowing ContactZapp yourself. Only the administrator can change that. When you connect an account, the message ends "before this account can be added. Ask them, then try again." You can still sign in with a code we email you. See Sign in to ContactZapp.
  • "We couldn't confirm that account's email address. Sign in with your email instead." Microsoft didn't confirm the address of that account. Sign in with a code we email you.
  • "Something went wrong signing in. Try again, or use your email instead." Try once more from step 1, or use the email code.

I am connecting my work Microsoft account and Microsoft says the account doesn't exist, or it can't verify my device, and sends me back to the email box. The account is real. What do I do?

Work and school Microsoft accounts do work with ContactZapp, so the account is not the problem. This usually happens when your browser is already signed in to a different Microsoft account, for example one from another organization. Microsoft's sign-in page then mixes the two up.

When Microsoft shows its list of accounts, choose the work account you want, or Use another account. If the list does not appear, sign out of all Microsoft accounts in that browser, then connect again from the start.

If it still fails, a separate browser profile with no Microsoft sign-ins usually works. If Microsoft shows a code starting with AADSTS, send it to us: that code tells us whether your organization's administrator needs to approve ContactZapp.