> ## Documentation Index
> Fetch the complete documentation index at: https://absentify.com/docs/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshooting login issues

> Resolve common absentify login issues including wrong sign-in method, linked Microsoft account problems, expired invitations, and access errors.

When a Microsoft sign-in cannot continue, absentify displays a notice with the next available action. Depending on the cause, the sign-in page may hide an option that cannot work, prefill your email address, or display a **Contact support** link. **Contact support** opens a new email to [support@absentify.com](mailto:support@absentify.com).

***

## Possible login issues

### 1. "Sign in with an email code" or "This workspace signs in with email codes"

Your account or workspace uses email codes instead of Microsoft sign-in. The Microsoft option is hidden, and absentify opens the email form with your address already filled in.

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.

After signing in, you can link a Microsoft account only if your workspace allows **both** sign-in methods, and only if the Microsoft account uses exactly the same email address as your absentify account. In a workspace restricted to email codes, or in one restricted to Microsoft, the option is not available. For step-by-step instructions, see **[Link Microsoft account in Your preferences](/docs/en/roles/employee/your_preferences#microsoft-account)**.

***

### 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**.

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, the account switches to email-code sign-in. Sign in with an email code first, then link your current Microsoft account in your preferences if your workspace allows both methods. 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.

***

### 3. "This Microsoft account is from another organisation"

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.

***

### 4. "We found more than one account"

A Microsoft account carries two addresses: the mailbox address and the user principal name. This notice appears when those two addresses belong to two different absentify accounts, so absentify cannot tell which account you want to sign in to. One email address always belongs to exactly one absentify account, so this is never a duplicate of the same address.

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 duplicate accounts can be cleaned up. This is the only permanent fix, because absentify does not guess between the two accounts.
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 6 for the message you get in that case.

***

### 5. "Microsoft did not complete the sign-in"

Microsoft returned to absentify without completing authentication. Because absentify never identified your account here, nothing is known to be impossible: Microsoft sign-in stays available and the email form opens below the notice. The email field is empty in this case, so enter your address yourself.

1. Try **Sign in with Microsoft** 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.

***

### 6. "Your account is configured for Microsoft authentication only"

This message appears at the code step, after you enter the code, when your account allows Microsoft authentication only. absentify still sends the code email, and the check runs when the code is verified. For a workspace-wide policy, the message reads **"Your workspace only allows Microsoft authentication"**. Select **Use Microsoft 365 login →** below the message to return to the method selection, then choose **Sign in with Microsoft**.

<Info>
  Your administrator configures whether email codes or Microsoft sign-in are allowed under **[Authentication](/docs/en/roles/hr_admins/settings/general/authentication)**. If you have questions about the workspace configuration, contact your HR or IT administrator.
</Info>

***

### 7. 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](/docs/en/roles/hr_admins/settings/users/invite_users#the-user-did-not-receive-an-invite)**.
* If the system shows the email was sent but it was not delivered: **[Email delivery troubleshooting guide](/docs/en/roles/m365admins/troubleshooting/email_delivery_issues)** for admins (spam, filters, delivery issues).

***

### Need more help?

<Tip>
  If none of the solutions above helped, contact our [Support Team](/docs/en/introduction#how-to-get-further-assistance). We can assist you in more complex cases.
</Tip>

***