Assistance Required: Password Recovery and Outlook Setup

Question

Dear Support Team,

We are experiencing two issues with email accounts under tnmytjazan.sa:

Password recovery for [[Moderator note: personally identifiable Information removed]@tnmytjazan.sa] fails when we try to send the verification code to the mobile number ending in 456. Please check whether this number is linked to the account and resolve the issue.

We cannot set up [[Moderator note: personally identifiable Information removed]@tnmytjazan.sa] in Outlook because the setup fails. Please confirm that the mailbox is active and provide the correct Outlook configuration settings.

Please let us know if you need screenshots of the error messages or any further information.

Kind regards,

Answer 1

Hi @جمعية تنمية جازان

Please note that this forum is not Microsoft support, this is a user-to-user support forum. Therefore, account verification methods, password recovery settings, mobile number associations, mailbox status, and tenant-specific email configurations cannot be validated through the Microsoft Q&A forum because forum users do not have access to customer environments or account data.

Regarding the password recovery issue, if the account is a Microsoft 365 account and you have administrator access, you can reset the user's MFA methods in Microsoft Entra admin center, please follow the steps in this article.

1. Sign in to the Microsoft Entra admin center.
2. Navigate to Users > All users.
3. Select the affected user account.
4. Open Authentication methods.
5. Review the registered phone numbers and authentication methods.
6. Remove any outdated or incorrect methods and ask the user to re-register MFA at their next sign-in. There is also an option to reset password, proceed if needed)

An administrator can also require the user to re-register multi-factor authentication methods by selecting Require re-register multi-factor authentication for the account. Then you will be able to set up the account from scratch.

Please try and let me know how it goes.