Troubleshooting
Admin consent errors
What each “consent wasn’t completed” message means (declined, expired link, wrong tenant and more) and how to get the customer connected.
- Who can do this
- Admin or Owner, with the customer’s administrator
- Plan
- All plans
- Time
- 5 minutes
Messages and fixes
| Message | What to do |
|---|---|
| The administrator declined the consent request. | Ask the administrator to open the link again and select Accept on Microsoft’s page. Explain what they are approving (see the module’s permission list). |
| Consent was not granted. Select Accept on the Microsoft page to continue. | The Microsoft page was closed or cancelled. Re-open the onboarding link and select Grant consent again. |
| The consent link had expired. / This onboarding link has expired | Generate a new link: Resend link on the Modules card (or Generate a new link on a legacy consent card). |
| The consent link was invalid. | The link was changed or copied incompletely. Generate a new link and send it again. |
| Consent was granted from a different Microsoft 365 tenant than this customer. | The administrator signed in with an account from another tenant (often a guest or an MSP account). They must sign in with an admin account of the customer tenant. |
| The account used is not an administrator of the customer tenant. | A Global Administrator (or Privileged Role Administrator plus Cloud Application Administrator) must approve. |
| This module is no longer selected for this customer. | The module was disabled after the link was created. Generate a new link for the modules you want. |
| Microsoft reported an error while granting consent. | Try again, signed in as a Global Administrator. If it repeats, note the time and contact support. |
| This customer could not be found. It may have been offboarded. | Add the customer again and send a new onboarding link. |
| Something went wrong on our side while recording consent. | Try again in a few minutes. Contact support if it repeats. |
Messages on Microsoft’s own pages
- Need admin approval: the account isn’t allowed to approve apps for the organization. Sign in as a Global Administrator.
- An error that the account “does not exist in tenant”: the administrator used an account from another directory. Sign out and use an account of the customer tenant.
- The admin declined an Exchange & Security or SharePoint Advanced consent and landed on a page saying consent wasn’t completed: re-open the onboarding link in the same browser; the wizard picks up where it left off.
Tip
The customer page and the wizard update automatically after a successful approval. You never need to paste anything back.
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