Resolving "Refuse to Connect" Error in Work 365 Admin Hub

Applies to: Work 365
Audience: Administrators, IT Teams

Issue

If you're encountering a "Refuse to Connect" error when accessing the Work 365 Admin Hub, it may be due to multiple active sessions within the same browser, which can interfere with authentication processes.

Work 365 utilizes Azure Active Directory (Azure AD) for authentication, and having multiple sessions can cause conflicts.

Resolution Steps

1. Force a User Login via Billing Contracts

✅ Navigate to the "Billing Contracts" section within Work 365.
✅ Select any billing contract from the list.
✅ Click on the "Work 365" button associated with the selected billing contract.
✅ This action will prompt a fresh login, helping to resolve the connection issue.

2. Enable Third-Party Cookies in Your Browser

? Third-party cookies are essential for the proper functioning of the Admin Hub. Blocking them can lead to access issues.

Google Chrome

✅ Click on the three dots in the upper-right corner and select Settings.
✅ Navigate to Privacy and Security > Cookies and other site data.
✅ Ensure that "Block third-party cookies" is disabled.

Microsoft Edge

✅ Click on the three dots in the upper-right corner and select Settings.
✅ Navigate to Cookies and Site Permissions > Manage and delete cookies and site data.
✅ Ensure that "Block third-party cookies" is disabled.

Mozilla Firefox

✅ Click on the three lines in the upper-right corner and select Options.
✅ Navigate to Privacy & Security.
✅ Under Enhanced Tracking Protection, select Standard or Custom, and ensure that "Cookies" is not set to "All third-party cookies".

? For detailed instructions, refer to the browser's official documentation.

3. Clear Browser Cache and Cookies

✅ Accumulated cache and cookies can sometimes cause access issues. Clearing them can resolve authentication problems.

? To clear cache and cookies:
1️⃣ Open Settings in your browser.
2️⃣ Navigate to Privacy & Security > Clear browsing data.
3️⃣ Select Cookies and cached images/files, then click Clear Data.

4. Disable Conflicting Browser Extensions

✅ Certain browser extensions, especially those related to privacy and security, may block necessary components of the Admin Hub.
✅ Temporarily disable such extensions and check if the issue is resolved.

5. Update Your Browser

✅ Ensure that your browser is updated to the latest version, as outdated versions may have compatibility issues with the Admin Hub.

? To check for updates:
1️⃣ Open Settings in your browser.
2️⃣ Navigate to About (Browser Name) and check for updates.

Additional Considerations

1. Network Policies

✔ If you are on a corporate network, ensure that network policies or firewalls are not blocking access to the Admin Hub.
✔ You may need to contact your IT department for assistance.

2. Try Incognito/Private Browsing Mode

✔ Open an Incognito or Private Browsing window.
✔ Try accessing the Admin Hub to check if the issue is related to browser settings or extensions.

Conclusion

By following these steps, you should be able to resolve the "Refuse to Connect" error and successfully access the Work 365 Admin Hub.