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When a sign-in cannot continue, absentify displays a notice with a title, an explanation, and the next step. Depending on the cause, the sign-in page may hide an option that cannot work, open the email form, fill in your address, or display a Contact support link. Contact support opens a new email to support@absentify.com. If you recently requested a login code, the email field may already be filled in.

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Possible login issues

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1. “Sign in with an email code” or “This workspace signs in with email codes”

If you previously signed in with an email code, select Login with your Microsoft account. absentify links the account and signs you in when your Microsoft account uses the same email as your absentify account. You only see Sign in with an email code when Microsoft cannot match your account. That happens when you sign in with a guest Microsoft account that does not use the email your company invited. The Microsoft option is hidden, and absentify opens the email form with your address already filled in. If your workspace allows email codes:
  1. Check the prefilled email address.
  2. Request a code and enter the code from the email.
  3. If the address is incorrect, change it to the address your company used to invite you.
If your workspace allows both sign-in methods, the notice also says you can connect Microsoft in your profile after you sign in. If you then see Microsoft 365 required for your workspace or Your workspace signs in with Microsoft 365, your workspace does not allow email codes. Ask an administrator to link your Microsoft account. If the title is This workspace signs in with email codes, the whole workspace uses email codes. The notice does not mention Microsoft linking. You cannot link Microsoft while the workspace is restricted to email codes. If your workspace allows both sign-in methods, see Microsoft account in Your preferences. Otherwise, ask an administrator to link your Microsoft account under Settings > Users.

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2. “Connected to a different Microsoft account”

Your absentify account is linked to another Microsoft account. Because neither the current Microsoft account nor an email code can complete this sign-in, the page hides both options and displays Contact support. If you signed in with a personal Microsoft account, or your absentify account is linked to one, you see one of the next two titles instead.
  1. Open the sign-in page again and try the Microsoft account you previously used with absentify. Because both options are hidden on the notice page, you cannot retry directly from it.
  2. If you cannot use that account, ask a workspace administrator to disconnect the existing link under Settings > Users, or select Contact support.
After an administrator disconnects the link, you sign in with an email code. If your workspace allows both ways to sign in, signing in with Microsoft again reconnects your account. You can also sign in with an email code and then link Microsoft under Your Preferences > Microsoft account. An administrator cannot disconnect the link in a workspace restricted to Microsoft sign-in, so Contact support is the only route there. If your Microsoft account was deleted and recreated in the same organization, absentify reconnects it automatically. You do not need an administrator to remove the old link.

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3. “Signed in with a personal Microsoft account”

Your absentify account is linked to a work account. Microsoft sign-in stays available and email codes are hidden. Select Login with your Microsoft account again and choose your work or school account.

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4. “Connected to a personal Microsoft account”

Your absentify account is linked to a personal Microsoft account. Microsoft sign-in stays available, email codes are hidden, and Contact support is shown. Sign in with that personal account, or ask a workspace administrator to disconnect the link under Settings > Users so your work account can be used.

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5. “This Microsoft account is from another organisation” after a tenant migration

Your absentify account is linked to one Microsoft 365 organization, and the sign-in came from a different one. absentify stops here so that an account with the same email address in another organization cannot take over your data. Microsoft sign-in and the email form are both hidden to prevent another unsuccessful attempt.
  1. Open the sign-in page again and use the Microsoft account from the organization you used previously.
  2. If your organization has genuinely changed, for example after a tenant migration, select Contact support. The link to the old organization has to be reset for you.

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6. “We found more than one account”

A Microsoft account has two addresses: the mailbox address and the user principal name. If those two addresses belong to two different absentify accounts, absentify tries to pick the one that is yours and signs you in. You only see this notice when it still cannot tell. One email address always belongs to exactly one absentify account, so this is never the same address twice. Microsoft sign-in is hidden. The email form opens below the notice with the address Microsoft returned already filled in, and the notice displays Contact support.
  1. Select Contact support so the accounts can be cleaned up. That is the only permanent fix.
  2. In the meantime, you can request an email code for the prefilled address. This works only if that account is not restricted to Microsoft sign-in. See issue 10 for the message you get in that case.

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7. “Your email domain is not verified in Microsoft 365”

The email address on your absentify account belongs to a domain that your organization has not verified in Microsoft Entra. absentify cannot connect this Microsoft account to it. The page hides Microsoft sign-in and the email form, and displays Contact support.
  1. Ask your Microsoft 365 admin to verify the domain in Microsoft Entra. Then open the sign-in page again and sign in with Microsoft 365.
  2. If that is not possible, select Contact support. We will connect the account for you.
Because both options are hidden on the notice page, you cannot retry directly from it.

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8. “Microsoft needs your permission”

The Microsoft sign-in was cancelled because the requested permissions were declined. absentify cannot sign you in without them. Microsoft sign-in and the email option both stay available.
  1. Select Login with your Microsoft account again and accept the permissions.
  2. Select No Microsoft 365? Login with email to open the email form.
  3. If you cannot accept them, continue with an email code.

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9. “Microsoft did not complete the sign-in”

Microsoft returned to absentify without completing authentication. Microsoft sign-in stays available and the email form opens below the notice. If you recently requested a login code, your address may already be filled in. Otherwise enter it yourself.
  1. Select Login with your Microsoft account again.
  2. If it still fails, enter your email address in the form below the notice and request a code.
  3. If the notice includes an AADSTS code, copy it when contacting your IT administrator or absentify support. The code identifies the Microsoft sign-in problem.
If the page shows We could not complete the sign-in. instead, try Microsoft 365 again or continue with an email code.

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10. “Your account signs in with Microsoft 365” or “Your workspace signs in with Microsoft 365”

Email codes are switched off for your account or your workspace. The email option is hidden. Select Login with your Microsoft account. If you reach the sign-in page without that notice and open No Microsoft 365? Login with email, then request a code, absentify does not send one. You see Microsoft 365 required for your account or Microsoft 365 required for your workspace instead. Select Use Microsoft 365 login →, then Login with your Microsoft account.
Your administrator configures whether email codes or Microsoft sign-in are allowed under Authentication. If you have questions about the workspace configuration, contact your HR or IT administrator.
You opened a login link from an email that can no longer be used. Links are valid for 60 minutes. A used link cannot be opened again. A link can also be incomplete or damaged. The email form opens below the notice. If you recently requested a login code, your address may already be filled in. Microsoft sign-in stays available.
  1. Check the email address.
  2. Request a new code and enter the code from the email.
You opened a confirmation email after the link expired. Sign in with your email address below. That also confirms your account. The email form opens below the notice. If you recently requested a login code, your address may already be filled in. Microsoft sign-in stays available.

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13. “We could not find this account”

The account behind this link no longer exists. Sign in with your email address below, or sign in with Microsoft 365. The email form opens below the notice. If you recently requested a login code, your address may already be filled in.

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14. You did not receive an invite email

Possible causes and solutions:
  • If your absentify admin invited you but you did not receive the invite email, contact your administrator first. They can then follow the steps in this troubleshooting guide: The user did not receive an invite.
  • If the system shows the email was sent but it was not delivered: Email delivery troubleshooting guide for admins (spam, filters, delivery issues).

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Need more help?

If none of the solutions above helped, contact our Support Team. We can assist you in more complex cases.