You don't receive a text or voice call that contains the verification code for Azure Multi-Factor Authentication

PROBLEM
Assume that you're a global admin who has Microsoft Azure Multi-Factor Authentication enabled, and you don't receive the text message or voice call that contains your verification code. In this situation, you can't sign in to your work or school account (such as Office 365, Azure, or Microsoft Intune).
SOLUTION
To troubleshoot this problem, follow these steps:

  1. If you have set up other options for security verification, click Other verification options, and then try again by selecting a different option. Also, make sure that your phone numbers are correct in your user account settings.
  2. Ask another global admin to confirm whether your phone numbers are set correctly in your user settings. 
If steps 1 and 2 don't resolve the problem, your user account may be blocked from using Azure Multi-Factor Authentication. To check whether your user account is blocked, the following steps must be performed by a global admin for your Microsoft cloud service.

If you have an Azure Multi-Factor Authentication or Azure Active Directory Premium subscription
  1. Go to https://pfweb.phonefactor.net/framefactory.
  2. Under User Administration, locate Block/Unblock Users.
  3. Check whether the user is blocked.

    If the user is blocked, select Block Reason, and then take the appropriate action. To unblock the user, click Unblock in the Action column.
If you have Office 365 and don't have an Azure Multi-Factor Authentication or Azure Active Directory Premium subscription
Contact Office 365 Support.
MORE INFORMATION
Still need help? Go to the Office 365 Community website or the Azure Active Directory Forums website.
Properties

Article ID: 2834956 - Last Review: 05/19/2016 03:46:00 - Revision: 14.0

Microsoft Azure Cloud Services, Microsoft Azure Active Directory, Microsoft Office 365, Microsoft Intune, CRM Online via Office 365 E Plans, Microsoft Azure Recovery Services, Office 365 Identity Management

  • o365 o365a o365e o365m o365022013 KB2834956
Feedback