How to fix Admin Panel sign-in issue due to SMTP-UPN mismatch

Problem:

You are assigned the Owner role in CodeTwo Admin Panel, so you can invite users to become admins in your organization's account. On sending an invitation, you enter user’s email address (e.g. [email protected]). After clicking the invitation link, the invited user wants to sign in with their User Principal Name (e.g. [email protected]) which is different from the email address. As a result, the sign-in attempt is unsuccessful and the user cannot access CodeTwo Admin Panel.

Solution:

Even though UPN (user’s ID) and email address (the SMTP address) are different Azure Active Directory attributes, they are often configured to have an identical value to avoid users’ confusion and sign-in problems with certain Microsoft 365 (Office 365) services/apps.

Sometimes, however, UPN and SMTP address values may differ for the same user. As a result, the user may not be able to sign in to CodeTwo Admin Panel when they use their UPN instead of their email address that was included in the invitation.

To solve the problem, you need to create an alias for the invited user that matches their UPN address. This way, you will be able to use the alias in the Type the email address of the user who will get the invitation field when sending the invitation from CodeTwo Admin Panel. As a result, both the values will be identical and your user will be able to sign in using their UPN without any problems.

To create a new alias for a Microsoft 365 user, do as follows:

1. Sign in to the Microsoft 365 admin center.
2. Go to Users > Active users and select the user you wish to send your CodeTwo Admin Panel invitation to (Fig. 1.).

Fig. 1. Selecting the user you want invite in the Microsoft 365 admin center.

3. In the pane that opens, click on the Manage username and email link (Fig. 2.).

Fig. 2. Accessing the username and email settings.

4. Next, in the Username field, enter the alias that is the same as your user’s UPN and click Add. Finally, click Save changes to add a new alias (Fig. 3.).

Fig. 3. Adding a new alias that matches user’s UPN.

Now, when you send an invitation to the new alias (Fig. 4.), your user will be able to receive it and sign in to CodeTwo Admin Panel with their UPN.

Fig. 4. Sending an invitation to the newly added alias to avoid the email address & UPN mismatch issue.

See also:

• Learn more about User Principal Name (UPN)
• Learn more about admin roles in CodeTwo Admin Panel