"We could not verify your account" error when you try to reset your admin password in Office 365, Intune, or Azure
Office 365 ProPlus is being renamed to Microsoft 365 Apps for enterprise. For more information about this change, read this blog post.
When you try to reset your admin password for a Microsoft cloud service such as Office 365, Microsoft Intune, or Microsoft Azure, you receive the following error message:
We could not verify your account
To protect your account, we need to contact the mobile phone associated with your account before you can use this site to reset your password. Unfortunately, recent attempts to contact you at this number were not successful.
If you'd like, we can contact another administrator in your organization to reset your password for you.
If this option doesn't work for you, please contact Support.
This issue occurs if the UsageLocation parameter isn't set for your user account in Azure Active Directory (Azure AD). Self-service password reset for admins doesn't work if the UsageLocation parameter isn't set.
To change your password, ask another admin to reset it. If there are no other admins in your organization, contact Technical Support.
To resolve the issue that triggers the error message, use one of the following methods, as appropriate for your situation.
Method 1: Set your mobile phone number
Work with another admin to set your mobile phone number. Or, after you're able to sign in, update your mobile phone number in your cloud service portal.
Method 2: Set your user location
Work with another admin to set your user location. Or, after you're able to sign in, set your user location in the Office 365 portal. To do this, follow these steps:
- Sign in to the Office 365 portal (https://portal.office.com).
- Go to users and groups, and then select the admin account.
- Go to settings.
- Under Set user location, select the region where you're located.
Or, you can use the Set-MsolUser Azure Active Directory Module for Windows PowerShell cmdlet together with the UsageLocation parameter to set your user location.
For more info about the Set-MsolUser cmdlet, see Set-MsolUser.