Our team is aware of a temporary issue when connecting Microsoft 365 as a channel in Thryv® Command Center. This temporary issue is causing users' sign in to fail even when the credentials are correct. 

Our team is currently working with Microsoft on a solution for this. In the meantime, there are two workarounds available that can resolve the issue. To resolve this error you are able to either set up Multifactor Authentication for your Microsoft 365 account, or create an App Password. Both of these methods require MFA to be set up for your account, then you can proceed to either of the two options.

If your account is successfully connected but you still don't see your emails, Click Here

Set Up Multifactor Authentication (MFA) for your Microsoft 365 Account

For Microsoft's full guide to enabling multifactor authentication for your account, Click Here

Note that you must be an admin on your Microsoft 365 account in order to enable MFA. 

Enable MFA on your Microsoft 365 Account

First, as the admin you will need to enable Multifactor authentication for the account, by following these steps:

1. Browse to Identity > Overview > Properties.
2. Select Manage security defaults.
3. Set Security defaults to Enabled.
4. Select Save.

Note that this will enable MFA for all users on your Microsoft 365 account. To set up MFA on a per user basis, follow these steps:

1. In the Microsoft 365 admin center, in the left nav choose Users > Active users.
2. On the Active users page, choose multifactor authentication.
3. On the multifactor authentication page, select each user and set their multifactor authentication status to Enabled or Disabled, as appropriate.

From here, there are two options to configure your Microsoft 365 account to resolve the error. 

• Set Up Multifactor Authentication (MFA) for your email address
• Create an App Password

Option 1: Set up MFA for your email address

Note that each user for Microsoft 365 will need to complete this step individually. 

Once MFA is enabled for the account, you will need to enable it for your email address. Click Here to view Microsoft's guide for this process

Now that MFA has been enabled for your account, sign into your Microsoft 365 account directly, as you normally would. You will be prompted to set up MFA. To do so, click on Next

The default option is to use the free Microsoft Authenticator app. If you haven't already, install this app to your mobile device from the iPhone App Store or Android Play Store. 

Alternatively, you can opt to use SMS messages for MFA. To do this, select I want to set up a different method. Microsoft 365 will ask for your mobile number and send you a 6-digit code to verify your device. This phone number will be used going forward. 

From here, once you have downloaded and installed the Microsoft Authenticator app or set up your phone to receive SMS messages, you will be able to use this to sign into your account going forward, and you will need to complete MFA when connecting Microsoft 365 as a channel in Thryv Command Center. 

Option 2: Create an App Password

For Microsoft's full guide to creating an App Password, Click Here

An App Password is a unique, auto-generated password that you can create within your email provider's security settings, such as Microsoft 365. It's specifically designed to be used with third-party apps or services

To create one for Thryv Command Center, sign in to your Microsoft 365 account and then go to your My Account page. From here, click on Security Info

Then, click on Add Method

Use the drop-down to select App Password from the available options. Then click on Add

Name the app password: Command Center to distinguish it from any other App Passwords you have set up.

From here, Microsoft 365 will automatically generate an app password for you to use. Click the copy icon to copy this password, so you can paste it into the app password field when connecting Microsoft 365 in Thryv Command Center. From here, you can click Done. You are able to return to this screen later to manage your app passwords, if desired. Making changes to this app password could cause you to reauthenticate Microsoft 365 in Thryv Command Center.

Thryv Command Center says Microsoft 365 is connected, but I don't see my emails

If this is the case, it is possible that the same back-end error occurred but did not notify you. In this case, the best course of action is to disconnect Microsoft 365 as a channel, wait 72 hours (3 days), and then connect it again. If your account does successfully connect but you stop receiving emails, do this as well.