"We did not receive your response in time, or you hung up the call" message when you try to reset your password in Azure, Office 365, or Intune

Applies to: Azure Active DirectoryMicrosoft IntuneCloud Services (Web roles/Worker roles)

Symptoms


When you try to reset your password in Microsoft Azure, Microsoft Office 365, or Microsoft Intune, you receive the following error message:

We did not receive your response in time, or you hung up the call.

Cause


This problem occurs because of any the following:
  • You pressed the wrong button instead of the pound (#) button.
  • You hung up before hitting the pound (#) button.
  • You did not answer.
  • The telephone number that we have on file may be incorrect, and we were unable to reach you.

Resolution


To resolve this problem, do one of the following, as appropriate for your situation:
  • You pressed the wrong button instead of the pound (#) button.

    To resolve this problem, press the pound button after you answer the call.

  • You hung up before hitting the pound (#) button.

    To resolve this problem, press the pound button after you answer the call.

  • You did not answer.

    Maybe you missed the call. To resolve this problem, you must answer the call.

  • The telephone that we have on file may be incorrect, and we were not able to reach you.

    To resolve this problem, work with your administrator to update your telephone number(s).

Note If available, try to use another method such as using your mobile phone, office telephone, or mobile app.