Only one guest user can't access workspace

[Adam15]

Hello guys,

I work for a company with it's own PowerBI tenant. We upload the reports to this Tenant and invite guest users to access them. One of our client just hired a guy from another company we also work with. He got a new laptop, new email address, etc, and we were asked to add him to the workspaces of the new company. He got a PRO license, was invited to our tenant, was added as 'Member' to the workspaces like everyone else. He can even switch to our tenant and see the home page of our tenant.

But here comes the problem. He just can't open any workspaces. There is no barside on the left, sees nothing on the recent or any other tabs. He tried to open both the workspaces and reports directly with the link I sent him, tried with a different browser, everything we could think of. I even called the admin, who said he was setup the same way everyone else (I trust him, just a few days earlier he setup another user, who can access everything). All links sends him back to his original Tenant. 

All other users even from the same company can access the workspaces.

I hope you can help me. Thank you!

[Adam15 · Accepted solution]

One of his co worker sent him a new direct link to the workspaces. I don't know why or how was it different than the ones I sent, but he could open the the workspaces and reports.

[v-echaithra]

Hi @Adam15 ,

We’d like to follow up regarding the recent concern. Kindly confirm whether the issue has been resolved, or if further assistance is still required. We are available to support you and are committed to helping you reach a resolution.

Thank you.

[v-echaithra]

Hi @Adam15 ,

Based on the behavior described (user can switch tenant and access the home page, but cannot see any workspaces or open links, and gets redirected back to the original tenant), this typically points to an identity or tenant context issue rather than workspace permissions
.

Please go through the following checks to isolate the issue:

1. Validate Guest User Object
Since the user was previously part of another company you work with, there is a high possibility of a stale or conflicting guest object in your tenant.

Ask your admin to:
Go to Azure AD (Microsoft Entra ID)
Search for the user
Check if there are multiple guest entries for the same person
If duplicates exist:
Remove old/stale guest accounts
Re-invite the user using the current email address

2. Verify UPN vs Email Mismatch
Sometimes access issues occur when the invited email is not same to the user’s actual sign-in UPN

Ask the user to:
Go to Power BI > Profile > check the signed-in account
Confirm it matches exactly the invited guest account

3. Tenant Switching Behavior
Even though the user can switch tenants:
Ask them to explicitly:
Click profile > Switch organization
Select your tenant

Then manually navigate to (https://app.powerbi.com/groups). If it still redirects back, it indicates token/session routing to the home tenant

4. Browser Session / Token Cleanup
Since cross-tenant access relies heavily on authentication tokens:

Ask the user to:
Open an InPrivate/Incognito window
Login only with the guest account or clear cookies

5. Check Default Directory Setting
In some cases, users get redirected due to default directory settings:

Ask the user to go to: https://myaccount.microsoft.com/organizations
Ensure your tenant is listed and accessible
Try launching Power BI from that context

6. Validate External Collaboration Settings

Ask your admin to confirm in Entra ID:

External collaboration settings allow:
Guest access to apps (Power BI)
No restrictions based on domain or device

7. Reproduce with Direct Workspace URL

Provide a direct workspace link: https://app.powerbi.com/groups/<workspaceId>/list
If this still redirects, confirms tenant resolution issue (not permissions)

If all checks pass and issue persists:

Remove the user completely from:
Workspace, Tenant (Azure AD)
Wait for 15-30 minutes for propagation
Re invite fresh and ask user to accept invite in InPrivate session

Hope this helps.

[InsightsByV]

Hi @Adam15 ,
can you try reassigning the license? and then try accessing in incognito window?

Also, as the user is external - verify once if the user is added in appropriate tenant settings -(which might have already been done)