Article ID: 2844931 - View products that this article applies to.
Expand all | Collapse all

PROBLEM

When a user tries to sign in to Office 365, the user receives the following error message:
Sorry, that didn't work

This doesn't look like a valid user ID. Make sure you typed the user ID assigned to you by your organization. It usually looks like someone@example.com or someone@example.onmicrosoft.com.

CAUSE

This issue occurs if the user principal name (UPN) of the user in the on-premises Active Directory environment and the user's UPN in Microsoft Azure Active Directory (Azure AD) don't match. For example, the issue occurs if the on-premises UPN is john@contoso.com and the Azure AD UPN is john@contoso.onmicrosoft.com. 

This situation can occur if the user's UPN changed but directory synchronization didn't yet occur to sync the change.

SOLUTION

To resolve this issue, make sure that the on-premises UPN suffix is a verified domain, and then either wait until the next time that directory synchronization runs or force directory synchronization.

For more information about how to troubleshoot UPN suffixes, go to the following Microsoft Knowledge Base article:
2669550 Changes aren't synced by the Azure Active Directory Sync tool after you change the UPN of a user account to use a different federated domain
For more information about how to force directory synchronization, go to the following Microsoft website:
Force directory synchronization

MORE INFORMATION

Still need help? Go to the Office 365 Community website.

Properties

Article ID: 2844931 - Last Review: July 9, 2014 - Revision: 10.0
Applies to
  • Office 365 Identity Management
Keywords: 
o365 o365a o365e o365p o365m o365022013 KB2844931

Give Feedback

 

Contact us for more help

Contact us for more help
Connect with Answer Desk for expert help.
Get more support from smallbusiness.support.microsoft.com