Password reset blocked due to unreachable SMS code
The login process for Adobe Enterprise ID prompts a password reset and requires a security code sent via SMS. If the registered mobile number is no longer active, receiving the verification code becomes impossible. To resolve the issue, delete and recreate the Enterprise ID account.
Description description
Environment
Adobe Experience Cloud products
Issue/Symptoms
- The login process prompts a password reset and requires SMS-based verification.
- The registered mobile number is inactive, making SMS delivery impossible.
- The verification code cannot be received, blocking access to the Enterprise ID.
- Multi-Factor Authentication (MFA) enforcement prevents bypassing or skipping verification.
Resolution resolution
Adobe does not offer a way to bypass or disable Multi-Factor Authentication (MFA). If the registered mobile number is no longer accessible, the account becomes locked. To regain access, delete and recreate the Enterprise ID. You must have System Admin privileges in the Adobe Admin Console for the organization that owns the affected Enterprise Directory.
Follow these steps to resolve the issue:
- Log in to the Adobe Admin Console with System Admin privileges.
- Navigate to Admin Console
>Users>Directory Users>[Your Directory Name]. - Use the search bar to locate the affected Enterprise ID (for example,
abc@example.com). - Delete the Enterprise ID associated with the outdated mobile number.
- Recreate the account using a new mobile number or updated credentials.
This process restores access by resetting MFA and linking the account to a reachable phone number.