Unable to Reset External Entra ID (Azure AD) Guest User Password

Question

I am a Global Administrator for my Microsoft Entra ID (formerly Azure AD) tenant (yyyyyyyy.onmicrosoft.com). I am trying to reset the password for an external guest user:

🔹 Guest User UPN: girinadhuni_xxxxxxx.co.in#EXT#@yyyyyyy.onmicrosoft.com 🔹 Home Directory: xxxxxxx.co.in

Problem:

• When attempting to reset the password via the Microsoft 365 Admin Center or Azure AD, I receive an error stating: ❌ "This is not the home directory for this user. Either the user or an administrator in their home directory must reset the password."
• The guest user attempted to reset their password via https://passwordreset.microsoftonline.com but received an "incorrect password" error after resetting.
• I do not have access to the home directory (xxxxxxx.co.in) to reset the password from their admin portal.

Troubleshooting Steps Taken:

1. ✅ Verified that the guest user exists in my Azure AD tenant (yyyyyyy.onmicrosoft.com).
2. ✅ Asked the user to reset their password in their home tenant (xxxxxx.co.in).
3. ✅ Cleared browser cache and cookies, and tried logging in using Incognito Mode.
4. ✅ Checked for account lockout issues due to multiple failed login attempts.
5. ✅ Removed and re-invited the guest user to my Azure AD tenant, but the login issue persists.

Questions:

1. How can an admin reset a guest user’s password if their home directory is outside my organization?
2. Is there any way to override this restriction as a Global Administrator?
3. Does Microsoft provide an option to force reset the guest user password or assist with login issues?
4. What is the best approach if the home directory admin is unresponsive and the user cannot access their account?

Environment:

• Tenant Name: yyyyyyyy.onmicrosoft.com
• Guest User Home Tenant: xxxxxxxxx.co.in
• Admin Role: Global Administrator
• Services Used: Microsoft Entra ID (Azure AD), Microsoft 365 Admin Center
• Authentication Method: Standard Entra ID Authentication (No SSO or External IdPs)

Looking for Expert Guidance

Any insights on resolving this issue would be greatly appreciated. Thank you in advance for your support!

Answer 1

Hello @GVK,

Thank you for posting your query on Microsoft Q&A.

Based on your description, I understand that you are trying to reset a guest user’s password from the Azure Portal UI. However, you encountered an error stating:

"This is not the home directory for this user. Either the user or an administrator in their home directory must reset the password."

This behavior is expected when dealing with guest user accounts. If you need to reset a guest user's password, you must contact an administrator in their home directory to perform the reset. Microsoft’s documentation confirms this restriction:

"Unless your tenant is the home directory for a user, you won't be able to reset their password. This means that if your user is signing in to your organization using an account from another organization, a Microsoft account, or a Google account, you won't be able to reset their password."

Reset a user's password in Azure Portal

How can an admin reset a guest user’s password if their home directory is outside my organization?

As a Global Administrator in the resource tenant, you do not have the ability to reset a guest user's password. Only the user or an administrator from their home directory can perform the reset.

Is there any way to override this restriction as a Global Administrator?

No, as a Global Administrator in the resource tenant, you cannot override this restriction. Password resets for guest users must be handled by their home directory administrator.

Does Microsoft provide an option to force reset the guest user password or assist with login issues?

No, Microsoft does not provide a way for resource tenant administrators to forcibly reset a guest user's password. The reset process is solely managed by the home directory administrator.

What is the best approach if the home directory admin is unresponsive and the user cannot access their account?

If the home directory admin is unresponsive, the best approach is for the user to reset their password via Self-Service Password Reset (SSPR) by visiting:

https://passwordreset.microsoftonline.com/ or https://aka.ms/sspr

However, if SSPR is not enabled in the home directory, the user will need to contact their administrator for further assistance.

I hope this information is helpful. Please feel free to reach out if you have any further questions.

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Answer 2

Guest users' passwords can only be reset by administrators from their home directory. You can ask the user to contact their organization's administrator.