Can't log into Microsoft 365


This article lists errors and their possible causes when trying to log into UTmail+ at https://mail.utoronto.ca (or another URL requiring UTmail+ credentials, such as SharePoint or Teams).

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Text of error message: “Sorry, but we’re having trouble signing you in…. The user account … does not exist in the … directory. To sign into this application, the account must be added to the directory.”

 

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Text of error message: “This account might not exist or it might not be synchronized. Contact your administrator to add or synchronize the account.”

 

Common causes of these two error messages:

  1. No UTmail+ account. If you have not yet activated your UTmail+ email address ending in @utoronto.ca or @mail.utoronto.ca, ensure that you have fully activated your UTORid and then go to “Add Email Services” on the UTORid Management website (utorid.utoronto.ca).
  2. Account recently created/migrated. If you have just activated a new UTmail+ account or migrated an @utoronto.ca mailbox from UTORmail, your account may not be recognized yet. Please wait approximately 3 hours before attempting to sign in for the first time. If you are still unable to sign in 24 hours after account creation, please submit a help ticket through ESC (uoft.me/esc).
  3. Account still on the legacy UTORmail email system (@utoronto.ca addresses only). If you were issued an @utoronto.ca account prior to 2018, it may require upgrading from the legacy UTORmail system in order to be compatible with O365. For details on how to check which system your email account is on and how to upgrade, please see Email clients that support modern authentication.

 

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Text of error message: “Sorry, but we’re having trouble signing you in. … The SAML 1.1. Assertion is missing ImmutableID of the user.”

Common causes:

  1. Login credentials are not connected to a UTmail+ account (e.g. using an applicant JoinID or temporary qqID instead of a full UTORid).
  2. UTORid belongs to a shared mailbox. For details on how to access shared mailboxes on O365, please refer to this KB article: How to access a shared mailbox