Permission & Access Issues

How to Fix OneDrive Sharing and Permission Problems for a Restored User

Huma Ashraf Ch Sep 27, 2026 869 views

Question details

A restored Microsoft 365 user cannot access shared OneDrive files and is repeatedly prompted to request access due to an identity mismatch.

How to Fix OneDrive Sharing and Permission Problems for a Restored User

Product: Microsoft OneDrive
Device & OS: not provided
Scenario: A user whose Microsoft 365 account was previously deleted and then restored attempts to open files shared by other users in OneDrive or SharePoint.
Observed behavior: The user cannot open shared files and is stuck in a loop of repeatedly being prompted to request access, without receiving any specific error message.

Before you start

Ensure you have Microsoft 365 global administrator or SharePoint administrator privileges, as resolving backend identity mismatches requires administrative access.

Solution 1Recommended

Run the Microsoft User ID Mismatch Diagnostic

Use Microsoft's built-in diagnostic tool to automatically detect and resolve identity mismatches for restored accounts.

When a user account is deleted and restored in Microsoft 365, the backend identifiers for SharePoint and OneDrive may not sync correctly. This creates a mismatch between the old and new identity.

Log into Admin Center

Access the Help & Support Panel

Click on the 'Help & support' icon located at the bottom right corner of the admin center dashboard.

Run the Diagnostic

In the search bar, type 'User ID mismatch diagnostic' and press Enter. Enter the affected user's Principal Name (UPN) when prompted and run the test.

Apply the Fix

Follow the on-screen instructions provided by the diagnostic tool to correct the backend SharePoint and OneDrive identity mismatch.

Run the Microsoft User ID Mismatch Diagnostic

Resolution Verification: After the diagnostic completes, have the affected user attempt to open a shared file again. It may take a few minutes for the backend sync to fully process.

Solution 2

Remove User from People and Groups List

Manually remove the old identity from the site's directory and re-share the files to register the new identity.

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Frequently Asked Questions

Why does the user keep getting prompted to request access without an error message?

When a Microsoft 365 account is deleted and restored, the system often generates a new backend ID for the user. Shared files are still assigned to the old ID, which traps the user in an infinite access request loop without displaying a formal error code.

Can the affected user still share their own files with others?

Yes, the user can successfully share their own files. The permission mismatch exclusively affects inbound files that were shared with them prior to or during the account restoration process.

Does this permission issue affect a single file or all shared files?

This identity mismatch typically affects all files shared with that specific restored user, rather than being isolated to just one document or folder.

How long does it take for permissions to work after running the diagnostic?

After running the Microsoft user ID mismatch diagnostic or manually removing the user from the People and Groups list, it may take between 5 to 15 minutes for the backend synchronization to complete and grant proper access.

Document & File Issues