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Admin pasword fails, and the instructions to reset are vague?

Anonymous
2024-12-02T12:06:44+00:00

I provide I T Support for my client of 20 years. They had managment changes in the past 3 years and that manager wanted to use MS 365 on all desktops. That manager is gone now, and they needed to add new computers and make changes to the profile. I have admin access and cannot gain access because the password does not work. Here is the account user: gen_____******@domain.onmicrosoft.com

(FYI I used a back up account (I was told to create) to gain access to this support page, not the one in question )

  1. Admin sigin

https://www.microsoft.com/en-gb/microsoft-365/business/microsoft-365-administration

  1. User gen_____******@domain.onmicrosoft.com
  2. Password

Enter password

Your account or password is incorrect. If you don't remember your password, reset it now.

  1. Reset

Reset

Get back into your account

Who are you?

To recover your account, begin by entering your email or username and the characters in the picture or audio below.

Email or Username: *

gen__******@domain.onmicrosoft.com

Example: ******@contoso.onmicrosoft.com or ******@contoso.com

  1. Fail

Get back into your account

We're sorry

You can't reset your own password because password reset isn’t properly set up for your organization.

You must contact your administrator to both reset your password and to check your organization’s setup.

"Logic begins to get lost here!" So I select additional details expecting clarity?

  1. Additional Details

SSPR_0011: Your organization hasn’t set up a password reset policy.

If you're an administrator, you can get more information from the How to successfully roll out password reset article. If you're not an administrator, you can provide this information when you contact your administrator.

  1. Sure ok

https://support.microsoft.com/en-us/account-billing/reset-your-work-or-school-password-using-security-info-23dde81f-08bb-4776-ba72-e6b72b9dda9e

Reset your work or school password using security info

If you forgot your work or school password, never got a password from your organization, or have been locked out of your account, you can use your security info and your mobile device to reset your work or school password. Your administrator must turn on this feature for you to be able to set up your information and reset your own password.

If you know your password and you want to change it, see the "How to change your password" sections of this article.

Note: If your administrator hasn't turned on the ability for you to reset your own password, you'll see a Contact your administrator link instead of the Get back into your account screen. This link lets you contact your administrator about resetting your password, through either email or a web portal.

  1. Please help me understand what I am missing. Or how about a phone number? Oh yes I forgot all support is now online.
Microsoft 365 and Office | Subscription, account, billing | For business | Other

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  1. Anonymous
    2024-12-02T14:44:49+00:00

    Hi paul sing support,

    Good day! Thank you for posting to Microsoft Community.

    Thank you for your detailed email and for the effort you've put into accessing the admin account. I understand that you're facing issues with accessing the admin account for your client's Microsoft 365 setup. It appears that the self-service password reset (SSPR) policy Enable Microsoft Entra self-service password reset - Microsoft Entra ID | Microsoft Learn is not properly configured for your organization, which is preventing you from resetting the password.

    Could you confirm if there is only one global admin for the account? If there are other admins, please ask them to reset password for you. They can do it by following below steps. For more details, please check this article: Manage authentication methods for Microsoft Entra multifactor authentication - Microsoft Entra ID | Microsoft Learn

    1. Sign in to the Microsoft Entra admin center as at least an Authentication Administrator.
    2. Browse to Identity > Users > All users.
    3. Choose the user you wish to perform an action on and select Authentication methods. At the top of the window, then choose one of the following options for the user:
      • Reset password resets the user's password and assigns a temporary password that must be changed on the next sign-in.

    If this is the only admin account, it is suggested to contact the Data Protection team as we are from the community team and are not authorized to reset any user/administrator accounts. The Data Protection Team is the only support team to verify and reset the account.

    Please find support phone number for your country here: Find Microsoft 365 for business support phone numbers by country or region - Microsoft 365 admin | Microsoft Learn

    Here are some tips and an example of a prompt to help you navigate the IVR more effectively:

    In some countries, it is an automated conversation like: First, when you call the hotline, it will be asked as follows:

    IVR: What kind of problem are you concerned about?

    She: cannot access admin account.

    IVR: What kind of product do you use?

    You: Office 365 for business.

    IVR confirmation: education or company account?

    She: For companies

    IVR: Are you an administrator?

    You: Yes.

    IVR: Do you have the other administrator in your organization?

    You: No.

    IVR: Do you need a... Service request?

    She: Yes

    ->You can also refer to customer service phone numbers- Microsoft Support

    You can also try the following conversation:

    1. Dial the phone number.
    2. IVR: "Welcome to Microsoft Support. Are you calling home or for business?"
      • She: "Business"
    3. IVR: "How can I help you today?"
      • You: "Support for data protection"
    4. IVR: "Do you already have a case number?"
      • You: "No"
    5. IVR: "Do you have an Access ID?"
      • You: "No"
    6. IVR: "Please hold while I transfer your call to the appropriate team."

    If you need further assistance or have any questions, please don't hesitate to reach out. We're here to help you resolve this issue as quickly as possible.

    Thank you for your precious time and your kind understanding. 

    Sincerely,

    Luckie Shi | Community Moderator.

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