When I try to "Sign in with Microsoft" I am getting a "Cannot Authenticate" error message

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4 Comments

  • Greg Mason

    I've made sure settings for the mailbox are correct.  Settings for the organization are correct.  What other reasons would this error pop up?

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  • Quaneshia

    Hello Greg, We will create a support ticket on your behalf to troubleshoot further. Please be on the lookout for an email from Support.

    Q.HassellZendesk Community

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  • Greg Mason

    I figured out the issue.  The email integration will also throw this error if an Office 365 username is different than their primary email address.  O365 username and primary email address must match.  So, if my O365 username is gmason@zendesk.com and my primary email address is GregMason@zendesk.com, the integration will fail with "Cannot Authenticate."

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  • Dave Dyson
    Zendesk Community Manager

    Thanks for sharing your solution with the community here, Greg – glad you got it figured out!

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