An executive demands a password reset but cannot complete verification. What do you do?

This fictional employer permits a password reset only after either its approved self-service verification with an already enrolled method, or identity proofing completed by the identity team through the documented recovery process. Tier 1 cannot change recovery contacts, bypass MFA, or approve an exception. A caller claims to be the finance director, has lost access to every enrolled method, and says a board meeting starts in ten minutes. They offer their date of birth and a photograph of an ID by ordinary email. Your manager is available, but their verbal approval does not replace the required verification. An urgent recovery route to the identity team exists.