Error in SSPR

Question

Hi, Some users are getting error message "we could not verify your account" when trying to reset or unlock their account using SSPR

Answer 1

@Moty

I'm glad that you were able to resolve your issue and thank you for posting your solution so that others experiencing the same thing can easily reference this! Since the Microsoft Q&A community has a policy that "[The question author cannot accept their own answer. They can only accept answers by others] (https://docs.microsoft.com/en-us/answers/support/accepted-answers#why-only-one-accepted-answer)**)", I'll repost your solution in case you'd like to "[Accept] (https://docs.microsoft.com/en-us/answers/support/accepted-answers#accepted-answer-in-a-question-thread)**)" the answer.

  Issue: Error in SSPR

Solution: You had to set the authentication method in the password reset menu to 1 instead of 2. Earlier it was set to "Mobile app notification" and "Mobile app code" together. Now it is set to use only "Mobile app code". This fixed the issue.

Please "Accept the answer" if the information helped you. This will help us and others in the community as well.

Answer 2

Hi, Thank you all for your help, the problem is solved, to fix the problem i to set the authentication method in the password reset menu to 1 instead of 2. at first it was set to "Mobile app notification" and "Mobile app code" together. now it is set to use only "Mobile app code" Regards, Moty.

Answer 3

I hope you are in hybrid environment and using ADconnect to sync your users. If yes, you can try running the troubleshooter for specific users to sync his password again. Please check below Microsoft Link to run the troubleshooter. https://learn.microsoft.com/en-us/entra/identity/hybrid/connect/tshoot-connect-password-hash-synchronization#one-object-is-not-synchronizing-passwords-troubleshoot-by-using-the-troubleshooting-task Please let me know if it worked for you. Please "Accept the answer" if the information helped you. This will help us and others in the community as well.

Answer 4

@Moty

Thank you for posting this in Microsoft Q&A.

This issue comes due to multiple reasons,

• If user who is trying to reset their password does not have P1 or P2 license assigned.
• If there are no telephone numbers on file for user account in Entra ID.

You can try to assign P1 or P2 license to user who is facing this issue and check if this resolved the issue.

Or you can manually update user's phone number in Entra ID portal for the user and confirm if the issue gets resolved.

Let us know if you have any further questions.

Please "Accept the answer" if the information helped you. This will help us and others in the community as well.