Encyrpted email One-time passcode loop

Question

We have one user that is going through a loop when opening an encrypted email. They receive the encrypted email in their spam folder - when opened it sends a one time passcode to the email, when they input the code to open the email it asks for a one time passcode again. This loop does not end. The user does have a Enterprise Mobility + Security E3 license to send encrypted emails. This is the only user experiencing this problem. When the user sends an encrypted email with an attachment, the attachment comes in as a HTML rather than a PDF.

Screen shot is to show what the encrypted message appears as received.

Answer 1

Dear Nicole,

Good day! Thank you for posting to Microsoft Community. We are happy to help you.

According to your description, it seems this issue is only happening with a specific user, all users in your organization except this one working properly with encrypted email One-time passcode loop. Regarding this point, because this issue only happening with a particular user that it should be related to the user's backend, and we apologize that we are not available to resolve this issue, however, we have a dedicated team that might resolve this issue for this user, we kindly suggest you use the admin account in your organization and referring to https://support.microsoft.com/en-us/topic/contact-microsoft-office-support-fd6bb40e-75b7-6f43-d6f9-c13d10850e77 to create New service request to contact our dedicated backend team.

Sincerely,

Tommy | Microsoft Community Moderator

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