CloudAlly admin cannot sign in with Microsoft (Entra ID) because the account address does not match the user's UPN

CloudAlly admin cannot sign in with Microsoft (Entra ID) because the account address does not match the user's UPN

Machine-distilled from a resolved support ticket on 2026-09-28. Source ref: cbc954915804. Verify before relying on it.

Applies to: CloudAlly admin accounts configured for Microsoft Entra ID (Azure AD) authentication, where the user's primary email address differs from their Microsoft 365 sign-in name (UPN).

Symptom: A newly provisioned CloudAlly admin cannot log in. Password reset emails never arrive, and using the Login with Microsoft button returns an invalid email address or password error.

Cause: The admin account was created against the user's email address and set to use Entra ID authentication. Entra ID authenticates the user by their UPN, which is a different address, so the identity returned by Microsoft does not match any CloudAlly admin account. Because the account uses Entra ID authentication, the standard forgot password flow does not apply, so no reset email is sent.

Resolution: 1. Confirm the user's Microsoft 365 sign-in name (UPN) and compare it with the address on the CloudAlly admin account.

2. If they differ, create (or update) the CloudAlly admin account using the UPN rather than the email alias.

3. Ask the user to accept the welcome email sent to that account.

4. Have the user sign in with the Login with Microsoft button using the UPN.

5. Once access is confirmed, remove any unused admin account created against the old address.