Error: Invalid username or enrollment required to use this service. Please log in and complete your enrollment
Issue description
Users may encounter the error message "Invalid username or enrollment required to use this service. Please log in and complete your enrollment." This typically occurs when attempting a password reset or account unlock via the ADSelfService Plus web portal or the machine login screen using the ADSelfService Plus login agent.
Possible causes
- Incorrect username: The username entered may be incorrect.
- MFA enrollment requirement: The ADSelfService Plus administrator has configured policies requiring MFA enrollment before allowing password reset or account unlock.
Resolution
Step 1: Verify the entered username
- Instruct the user to ensure they are entering the correct username when logging into the portal.
Step 2: Complete MFA enrollment
If the user has not enrolled for MFA,
- Ask the user to log in to the ADSelfService Plus portal using their AD credentials.
- Upon successful login, they will be prompted to complete the MFA enrollment process.
- Once enrollment is complete, the user can retry the password reset or account unlock operation.
Tips
- Encourage users to complete MFA enrollment proactively to avoid interruptions during password reset or account unlock attempts.
How to reach support
New to ADSelfService Plus?
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