Verify the following:
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You must have an Azure global administrator account. Using the global administrator account, Metallic automatically creates the Metallic backup app and registers with Azure AD.
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You must turn off multi-factor authentication (MFA) during the configuration process, and then turn on MFA again after the configuration process completes. For more information, see Use Conditional Access Policies in the Microsoft documentation.
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You must exclude auto-generated service accounts from the following policies:
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Modern Authentication policies
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Automatic password reset policies
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The credentials from the global administrator account are used to create the service accounts that are required to discover user mailboxes and group mailboxes.
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After the Metallic app is configured, you can replace the global administrator role with the Exchange administrator role.
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Service accounts with the Exchange administrator role must be excluded from any automatic password reset policy.