You need to reach out to support regarding this. Contact Product Support with the email address for the affected user. Use: https://azure.microsoft.com/en-us/support/create-ticket or call https://support.microsoft.com/en-us/topic/global-customer-service-phone-numbers-c0389ade-5640-e588-8b0e-28de8afeb3f2
You can mark it 'Accept Answer' and 'Upvote' if this helped you
Regards