This article is intended for Microsoft 365 administrators and client-side IT, as well as the Jint support team. It covers issues that may arise when a guest user attempts to connect or view content.

📋 Prerequisites: The guest account has been created (see Create and activate a guest user in Entra ID) and SharePoint permissions have been assigned (see Grant SharePoint resource access to a guest).

In this article

1. Invitation not received or accepted
2. "Access Denied" on content that previously worked
3. Guest connects to the wrong tenant
4. Conditional access blocks the guest
5. Guest cannot register MFA
6. Connected but sees no content
7. Common false bugs
8. When to escalate to Jint support

Quick Triage

First identify the symptom; it points to the most likely cause.

💡 Common sense rule: identity first, permissions next, access last. Follow the sections in order to avoid troubleshooting permissions issues when the real problem is with connection.

1. Invitation Not Received or Accepted

This is the most frequent and simplest cause.

• In Entra ID > Users, open the guest user and check the invitation status. If it shows "Acceptance Pending", the guest has not yet completed the acceptance step.
• Click Resend Invitation if needed.
• Verify the email address (typos, wrong inbox) and check the guest’s spam/junk folder. The email comes from "Microsoft Invitations".
• Remind the guest to click Accept Invitation, then sign in (using an existing Microsoft account, or a one-time code via email if they don’t have one).

📖 Guest acceptance process

2. "Access Denied" on Content That Previously Worked

If a guest loses access to shares that previously worked, it is often related to the transition of SharePoint to Entra B2B (common deployment in 2026, end of SharePoint code "SPO OTP" on August 31, 2026). Guests without a real Entra B2B guest account may see a message like "This organization has updated its guest access settings".

What to do:

• Verify that the guest has a guest account in Entra ID > Users (type = Guest).
• If not, create one (see article #1), or reshare the content: a B2B guest account will then be created automatically.

📖 FAQ: Evolution of SharePoint external sharing / Entra B2B

3. Guest Connects to the Wrong Tenant

This is a classic issue. A guest has (at least) two contexts: their home organization and your organization (the host tenant). If they connect to the wrong one, they end up in their own environment and obviously do not see your intranet.

Signs: The guest sees their own company name at the top, or an organization selector, or "none of what was expected".

What to do:

• Ask them to start from the invitation link or the direct link to the resource, rather than opening the app "cold".
• If they have access to multiple organizations, they must select yours in the account/organization selector at sign-in.
• Verify they are signing in with the guest email address (not another of their addresses).

4. Conditional Access Blocks the Guest

If your organization enforces conditional access policies, these apply to guests as well. A poorly configured policy is the most costly cause of blocking because it is invisible to the guest.

Two common pitfalls:

• The policy requires MFA that the guest has never registered with you. For security, a guest who has not yet registered MFA in the host tenant is blocked (this is intentional: it prevents an attacker from registering their own MFA).
• The policy requires a compliant/managed device, which a frontline worker’s personal device will never be.

What to do (admin side):

• In Entra ID > Conditional Access, check which policies target Guests or external users.
• Use the "What If" tool to simulate the guest’s sign-in and see which policy applies.
• If you trust the MFA already performed by the guest in their home organization, enable MFA claims trust in cross-tenant inbound trust settings: sign-in becomes seamless.
• Avoid imposing conditions on guests that they structurally cannot meet (e.g., compliant device).

📖 Authentication and conditional access for B2B users · Access policies for guests (Zero Trust) · Cross-tenant inbound trust settings (MFA trust)

5. Guest Cannot Register MFA

A common field case: the guest is prompted to register MFA but does not have an authenticator app or a work phone.

What to do:

• On the guest side, the simplest solution is often the Microsoft Authenticator app on a personal smartphone, or a phone number to receive a code.
• On the admin side, if you have enabled MFA trust for the home tenant (section 4), the guest does not need to re-register MFA with you if they already have one at home.
• Configure your policies so as not to require an MFA method unsuitable for frontline profiles.

📖 Require MFA for B2B guests (tutorial)

6. Connected but Sees No Content

If the guest connects successfully but lands on a blank page, this is not a connection problem: it is a SharePoint permissions issue. Their identity works, but no resources have been granted (or not the correct ones).

➡️ Refer to the article "Grant SharePoint resource access to a guest": verify that external sharing is enabled (tenant + site) and that the guest is in the Visitors group of the relevant site.

Common False Bugs

⚠️ To be confirmed/completed based on actual Jint Mobile behavior before publication.

Some behaviors look like malfunctions but are expected:

• Guest does not receive certain push notifications: depending on configuration, this is normal behavior, not a bug.
• A feature reserved for licensed users does not appear to the guest: also normal.
• Guest must re-login from time to time: related to session rules, not an account problem.

When to Escalate to Jint Support

Escalate if, after checking sections 1 to 6:

• the guest has a properly accepted Entra B2B account,
• external sharing is enabled (tenant + site) and the guest is in the correct group,
• no conditional access policies are blocking them (verified via "What If"),

and they still cannot access Jint Mobile. Please include with your request: the guest’s email address, the exact error message (screenshot), and the time of the attempt to allow analysis of sign-in logs.