sticky
Troubleshooting "We were unable to find any subscriptions associated with your account" errors in management portal

    General discussion

  • Dear Azure Community,

    We are seeing a pattern of customers reporting that they sign in to the Azure management portal and then see a message indicating "We were unable to find any subscriptions associated with your account". That can certainly cause some understandable angst! But don't dismay, you just may have simply signed in to the wrong account.

    Cause #1: Wrong account selected during sign-in

    One of the common causes is that users are signing in with an account that is different than the account that their subscription is associated with. That is, they authenticate and sign in successfully, but the identity that they sign in with actually does not have access to any Azure subscriptions.

    In particular, in October we launched new identity features and tighter integration between the Azure management portal and Azure Active Directory. As part of that, there is a new email-based disambiguation feature in place. When you sign in you are first prompted to enter your email address:

    Email address for sign in prompt

    If the email-address you enter here is valid in only one identity namespace, you are then taken directly to the appropriate sign-in page to authenticate. But in the case that your email address is valid both as an Organizational identity and as a Microsoft account (MSA, formerly known as Windows Live ID), you are presented with a disambiguation dialog that looks like this:

    Identity disambiguation UI

    The problem is, if you make the wrong badge selection here it means you will get that alarming "No subscriptions" experience. Furthermore, many current users of Windows Azure today have signed up using their Microsoft account, and so the default selection of "Organizational account" is the wrong choice for those users. Just to confuse things further, the sign-in experience will helpfully remember your choice, and next time through the flow you are presented with only the last selected badge showing for that email address, even though you may have chosen an identity that doesn't have any Azure assets associated. Don't worry, in that case, there is an option to restore the missing badges that you can select.

    So, in short, if you're confident that you have entered the email address of an account that is Service Administrator or co-administrator of an Azure subscription and you get the "No subscriptions" message, choose the sign-out option, and repeat the flow, this time selecting the correct badge (and look for that option to restore hidden choices).

    Cause #2: You are the Account Administrator of the Subscription but not the Service Administrator

    Only users who are either the Service Administrator or a co-administrator on the subscription can sign in to the management portal. If the Account Administrator has assigned a different user as the Service Administrator, that Account Admin will get the "No Subscriptions" experience if they sign into the management portal.

    Solutions:

    1. The Account Administrator can sign into the Azure accounts portal (https://account.windowsazure.com) and assign themselves as the Service Administrator
    2. The Service Administrator or another co-admin can sign into the management portal and add the Account Administrator as a co-admin on the subscription

    Cause #3: A problem with the subscription

    (This is very rare)

    In a very narrow set of cases, the Service Administrator of the subscription may have been locked out of the subscription. To repair, the Account Administrator should:

    1. Sign into the accounts portal and choose the option to modify the subscription properties
    2. Assign a different user as the Service Administrator temporarily
    3. Restore the original user as Service Administrator

    In roughly 90% of cases, the Account Administrator and Service Administrator are set to be the same user.

    Cause #4: When adding a user as co-admin or assing a Service Administrator, the wrong identity was chosen

    This is basically an inversion of case #1. Similar to signing in with an account that is valid both as an AAD organizational identity and as a Microsoft Account identity, when you are adding a co-administrator and the target email address is valid as both types of accounts, you will be presented with a disambiguation UI, assuming the appropriate conditions apply (see below).

    The user adding another co-administrator in the management portal or an Account Administrator assigning a new Service Administrator in the accounts portal may make the wrong selection during disambiguation, leading the target user to sign-in and see the "no subscriptions" error.

    If you sign in to the management portal using a Microsoft account, you may add co-admins who are:

    • Other Microsoft account users
    • If you are also a global directory administrator of an AAD directory, and that AAD directory is the one that is associated with your subscription(s), then you can add users from that directory as co-administrators. If you are not the global tenant admin, you are unable to add organizational identities to the subscription. Note that in the MSA case, the Account Administrator or Service Administrator can transfer the subscription to a different AAD directory if they are a global administrator of the directory (Settings->Subscriptions, Edit Directory in the portal).

    If you sign in to the management portal using an AAD organizational identity, you may add co-admins who are:

    • Microsoft account users
    • Users in your AAD organizational directory

    Cause #5: Invalid cookie state in the browser

    I'm throwing this one in for good measure. Whenever you have sign-in issues, it's always a good idea to rule out some invalid state associated with your browser. Close all browser windows and then start an In-Private session (Internet Explorer) or go Incognito (Chrome) and sign in again. If you are able to sign in successfully that way and access your subscriptions, but you cannot do so otherwise, clear your cache and all cookies and that should resolve the issue for you. You might also try multiple computers from different locations to rule out proxy server or ISP issues.

    Conclusion

    We hope this posting helps you resolve your issue. If you continue to have issues after following these troubleshooting steps, please don't hesitate to contact customer support. If another user has access to the subscription, that user can sign in to open the support ticket (use the billing support option, which doesn't require a paid support plan). If that is not possible, telephone support may be your only option. The "No Subscriptions" dialog has a link to customer support phone numbers globally. You can refer the support personnel to this posting if necessary. Have your subscription ID and UPN (sign-in email address) ready.

    Hope that helps!
    -David Messner
    Azure management portal team

    Moderator: Please make this a sticky posting


    This posting is provided "AS IS" with no warranties, and confers no rights.





    Saturday, November 16, 2013 8:23 PM

All replies

  • Hi David,

    Cool! Thank for your sharing, it will be helpful. And I already make this post as a sticky post.

    Regards,

    Will


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    Monday, November 18, 2013 4:29 AM
  • Hi David!

    I tried it all but it does not work. I emailed the MS Support team also and they redirect me to this same blog. 

    Honestly this is Hara-Kiri for Azure. 

    Ankur

    Tuesday, November 26, 2013 10:54 PM
  • Please note that if you get this message:

    None of your subscriptions are associated with this directory.

    None of your subscriptions are associated with this directory

    Then this indicates a different issue and the above troubleshooting guide does not apply. The typical cause is that you are attempting to sign in with an organizational account on a subscription that is mapped to a different AAD directory than the one your organizational account is homed to (the portal doesn't support ORGID foreign principals at this time). Our support team can generally re-map the subscription to the correct AAD directory to unblock you.

    Hope that helps
    -David Messner


    This posting is provided "AS IS" with no warranties, and confers no rights.

    Monday, December 02, 2013 11:34 PM
  • Hello Ankur, I'm sorry that you are having trouble signing in to the management portal.

    Anyone with a valid Windows Azure subscription should be able open a "billing support" type ticket, so I'd suggest that if you've covered the troubleshooting steps above but your issue isn't resolved or is different, that you persevere in getting a support case opened. Provide as much detail as possible to the support engineer (a network trace of the issue captured with IE's F12 tools is always helpful!). The issue will get escalated to the product team if necessary to unblock you.

    Best regards
    -David Messner


    This posting is provided "AS IS" with no warranties, and confers no rights.

    Monday, December 02, 2013 11:46 PM
  • Seems to be totally broken now as far as my Microsoft account. Way to go! Can we go back to before October? It was bad then but at least there has a hack to login.

    I'm paying for an account that I cannot manage or access.

    Thanks a million. This has set azure cloud adoption back a year or more, great.

    Dave


    Dave Baker | AIDE for LightSwitch | Xpert360 blog | twitter : @xpert360 | Xpert360 website | Opinions are my own. For better forums, remember to mark posts as helpful/answer.


    • Edited by Xpert360 Wednesday, December 11, 2013 2:27 PM
    Wednesday, December 11, 2013 2:25 PM
  • To: David Messner,

    As we cannot login we cannot raise a ticket with billing or anything else for azure.

    Have two valid azure subscriptions, one microsoft account (ex-liveid/ex-officelive) and an organisation account (err microsoft office365).

    Cannot access the azure portal!

    Please raise a ticket for my as it is impossible for me to do so, the system is broken, the website workflow is flawed.

    Dave

    ps: cleared cache several times, IE11, does not work from Win 8.1, 8.0 or 7. It is broken totally.

    The only possible advised support is "

    United Kingdom            +44            (0)844 800 2400

    and believe my that is not a real option. The two times in the past I phoned in I got absolutely nowhere after weeks and the communication just died. Yes, it is that bad.


    Dave Baker | AIDE for LightSwitch | Xpert360 blog | twitter : @xpert360 | Xpert360 website | Opinions are my own. For better forums, remember to mark posts as helpful/answer.




    • Edited by Xpert360 Wednesday, December 11, 2013 4:20 PM
    Wednesday, December 11, 2013 4:10 PM
  • Ok.

    I phoned the support number, and despite my low expectations, Microsoft managed to sink to even deeper depths of crassness. I was redirected 3 times to get to Nayaz Khan part of Office 365 technical term who will not take this further...

    #1 Refuses to raise a ticket on my behalf

    #2 Does not know how to progress or escalate this

    #3 Reminds me that Windows Azure has no telephone support

    #4 But oh dear I cannot login to Windows Azure to raise a ticket

    What is wrong with you people.

    Next step -> Scott Guthrie email

    I can say that perhaps Microsoft should take consultancy from me to advise on how to improve on CRM and support processes. This is the worst experience that I have had in 20 years of Microsoft software use.

    Dave


    Dave Baker | AIDE for LightSwitch | Xpert360 blog | twitter : @xpert360 | Xpert360 website | Opinions are my own. For better forums, remember to mark posts as helpful/answer.

    Thursday, December 12, 2013 9:04 AM
  • Hello David,

    I would appreciate very much if you could help me resolve the issue I am having with my Windows Azure activation.

    Context:

    I am a member of the Microsoft BizSpark program and I own a Office 365 Home Premium subscription all of which is on my one Microsoft Account.

    Issue:

    I am trying to activate my Windows Azure subscription that I am eligible through the BizSpark program but I am facing pretty much all of the issues discussed in this thread including the woeful redirection of my calls to nowhere.

    Right now, I am receiving this error below (Previously, I have seen all the screens posted in your post and in the users' posts).

    Please help.

    Thanks,

    Suthan

    

    Wednesday, January 08, 2014 11:38 AM