Microsoft Ads

Hello James,

Thank you for using our Microsoft Advertising Learn Q&A Platform!   

Since you're struggling to access a Microsoft Advertising account, I hope the information provided here can be of some help to you.Everyone who uses Microsoft Advertising is assigned a user role, which gives permissions to perform specific account functions. The person who signs up for the account is given the role of Super Admin, which gives them full permissions, including inviting and deleting other users. If you have more than one person accessing a Microsoft Advertising account, you'll want to know how to invite users and what roleto give them.The error that you're receiving indicates that the email address you’re using to sign in isn’t matching the one tied to your account access, and the system is telling you to have a Super Admin remove and re‑invite you. If there’s no Super Admin set up on the account, you may still be able to resolve things. Here are some points to consider:

• Double‑check the email address for typos or wrong domain (e.g., @outlook.com vs @hotmail.com).
• Make sure you’re using the correct account type
• Try clearing your browser cache/cookies, using a different browser, or signing in via InPrivate/Incognito mode.
• Normally, a Super Admin would delete your current user profile and re‑invite you with the correct email.
• If no Super Admin exists, only Microsoft Advertising Support can perform this action for you.
• If your account is tied to a work email, you may also need to confirm with your IT admin that the account is active and authorized for Microsoft Advertising. Confirm with your IT admin whether your email changed.
• Sometimes the error appears if your work account was updated in your organization’s directory.

For further information, please see the following help pages:

Account access troubleshooting

How do I give someone access to my Microsoft Advertising account?

I forgot my user name or password

Signing in with a work account

Sign in to Microsoft Advertising

How do I access Microsoft Advertising as an invited user?

Change my password or username

Our support teams are happy to discuss your account in more detail via phone, chat or email to provide review assistance, please see our support page to reach out!   

I hope the information provided here will at least partly answer your question.  If you have any additional questions, please do not hesitate to reach out to our support. I have also sent you a private message asking for further details. You are more than welcome to respond to me so I can investigate the matter on my end.

Kind regards, 

Vahid | Microsoft Advertising Support Specialist | 800-518-5689

The error indicates that the email or user principal name used to sign in does not match any user object in the Microsoft Advertising platform for that account. Even if no “Super Admin” is visible to you, the fix is to have the user record in Microsoft Advertising updated so that its email matches the address being used to sign in.

To resolve this:

1. Ask the designated User Manager on the seat to update the email address on the user record to the exact email/user principal name used to sign in via Microsoft Identity Platform.
2. If the User Manager is unknown or there appears to be no such admin on the account, contact Microsoft Advertising directly so they can locate the correct admin or adjust access:
   • Reach out to the Microsoft Advertising Account Representative, or
   • Use Microsoft Advertising Support via the Microsoft Advertising Customer Support Portal.

Once the user’s email in Microsoft Advertising matches the sign-in identity, the sign-in should succeed without the “We can’t sign you in” message.

References:

• Microsoft Curate - Troubleshoot Microsoft Identity Platform login
• Microsoft Monetize - Microsoft identity platform login (t/s)
• Microsoft Invest - Identity Platform login troubleshooting
• Customer Support Portal - Troubleshoot Microsoft Identity Platform login