When is this necessary?
In case users can't sign in and this troubleshooting article did not help to resolve the issue, you can request an emergency account via myQUEST. In a nutshell, the system can't authenticate the customer's corporate email address because their security setup is blocking our sign-in application (Microsoft Azure AD B2B). We can work around this issue with an emergency account.
How does it solve the issue?
By creating an emergency account, we can provide the customer authenticated sign-in credentials. Meaning we'll provide a new email address and password to log in. These new credentials must be used to sign in to the platform. As a result, the corporate address that can't be authenticated is no longer necessary to log in.
What about the customer's current email address?
The new email address we created is linked to the customer's corporate address. Meaning, all mails are forwarded to the original email address already used by the customer.
Will we always follow this procedure?
We are currently evaluating a solution in collaboration with our own corporate IT department. This would mean that the authentication procedure will be changed. Once this solution is implemented, it is not necessary anymore for us or the customer's IT departments to intervene.