User Not Found – Account Does Not Exist or Is Inactive

Error: User was not found

This error usually appears when the partner relationship between your tenant and the customer has been removed — or the GDAP relationship has expired or wasn’t set up properly.

Cause: Without a valid and active GDAP relationship, the user making the request will appear “not found” to the customer tenant — even if the connection was previously working.

Resolution

Check and re-establish the partner relationship:

1. Go to Microsoft Partner Center → Customers
2. Search for the affected customer tenant
3. If the relationship no longer exists:
   • Resend a relationship request via Sync 365
   • Ensure the tenant accepts the GDAP invitation
4. If the GDAP relationship exists:
   • Confirm that the correct roles and security groups are configured
   • Make sure the Sync 365 admin account is in the GDAP-assigned group

Detailed instructions: Checking your GDAP relationship