Use a screen reader to set up and troubleshoot multifactor authentication

This article is for people who use a screen reader program such as Windows Narrator, JAWS, or NVDA with Microsoft 365 products. This article is part of the Microsoft 365 screen reader support content set where you can find more accessibility information on our apps. For general help, visit Microsoft Support.

Use your keyboard and a screen reader to set up your Microsoft 365 sign-in for multifactor authentication (MFA) and troubleshoot the most common issues. We have tested it with Narrator, JAWS, and NVDA, but it might work with other screen readers as long as they follow common accessibility standards and techniques.

By setting up MFA, also known as two-step verification and multifactor verification, you add an extra layer of security to your Microsoft 365 account sign-in. For example, you first enter your password and, when prompted, you also type a dynamically generated verification code provided by an authenticator app or sent to your phone.

To read more about MFA, refer to What is: Multifactor authentication.

Notes:

To learn more about screen readers, go to How screen readers work with Microsoft 365.

In this topic

Set up your Microsoft 365 sign-in for MFA
Troubleshoot common problems with MFA

Set up your Microsoft 365 sign-in for MFA

When your admin enables your organization and your account for MFA, you have to set up your user account to use it.

You use your Microsoft 365 for work or school account with your password like you normally do. You also need your mobile phone to complete the steps.

If you have applications that don't support MFA, you must set up an app password. For more info, refer to Manage app passwords for two-step verification.

To sign in to Microsoft 365, you can go to the Microsoft 365 home page, for example, at https://www.office.com/.
Press the Tab key until you hear "Link, Sign in to your account," and then press Enter.
Press the Tab key until you hear: "Microsoft sign-in options, Enter your email, phone, or Skype." Type in your email address or phone number, and then press Enter.
Press the Tab key until you hear “Password," type in your password, and then press Enter. You're prompted for more information.
Press the Tab key until you hear "Next," and then press Enter.
To set the additional authentication method, do one of the following:
- The default authentication method is to use the free Microsoft Authenticator app on your mobile device. If you have installed the app on your mobile device, on your PC, press the Tab key until you hear "Next," and then follow the prompts on the screen to add this account.
- If you haven't installed the Microsoft Authenticator app yet, on your PC, press the Tab key until you reach the app download link, press Enter, and then follow the prompts on the screen on your PC and your mobile device to install the app. On your PC, press the Tab key until you hear "Next," and then follow the prompts on the screen to add this account.
- If you would rather use SMS messages sent to your phone as the authentication method, press the Tab key until you hear "I want to set up a different method," and then press Enter. Press the Tab key until you hear "Enter phone number," and then type in your mobile number. Microsoft 365 will send you an SMS message containing a 6-digit code to your phone. When prompted on your PC, enter the 6-digit code.
  
  Tip: For a faster, and more secure, experience we recommend using an authenticator app rather than SMS verification.

When you've completed the steps and specified your additional authentication method, the next time you sign in to Microsoft 365, you'll be prompted to provide the additional authentication information or action, such as typing the verification code provided by your authenticator app or sent to you by text message.

Note: Generally, you'll only need the additional authentication method the first time you sign into a new app or device, or after you've changed your password. You probably won't be asked for the additional authentication code on a daily basis, unless your organization requires it.

Troubleshoot common problems with MFA

In this section, you can find instructions on how to troubleshoot some common MFA problems when you're using a screen reader with your work or school account, which is the account provided to you by your organization (for example, dritan@contoso.com).

For more general info on troubleshooting MFA, refer to Common problems with two-step verification for a work or school account. If you're having problems with MFA on a personal Microsoft account, which is an account that you set up for yourself (for example, danielle@outlook.com), refer to Turning two-step verification on or off for your Microsoft account.

Your Azure Active Directory (Azure AD) organization can turn on MFA for your account. When MFA is on, your account sign-in requires a combination of the following data:

Your username
Your password
A mobile device or phone

I don't have my mobile device with me

If you've left your mobile device at home, you can't use your phone to verify who you are. If you've previously added an alternative method to sign in to your account, such as through your office phone, you can use this alternative method in this case. If you never added an alternative verification method, contact your organization's IT help desk for assistance.

On your PC, sign in to your account as usual. When you're prompted to enter the verification code, for example, press the Tab key until you hear "Link, Sign in another way," and then press Enter. If you don't hear "Link, Sign in another way," it means that you haven't set up any other verification methods. Contact your administrator for help signing in to your account.
Choose your alternative verification method, and then follow the prompts on your screen to continue with the verification process.

I can't turn MFA off

For info and instructions, go to section "I can't turn two-step verification off" in Common problems with two-step verification for a work or school account.

My device was lost or stolen

For info and instructions, go to section "My device was lost or stolen" in Common problems with two-step verification for a work or school account.

I can't sign in after multiple attempts

For info and instructions, go to section "I can't sign in after multiple attempts" in Common problems with two-step verification for a work or school account.

I'm not receiving the verification code sent to my mobile device

For info and instructions, go to section "I'm not receiving the verification code sent to my mobile device" in Common problems with two-step verification for a work or school account.

I'm not being prompted for my second verification information

For info and instructions, go to section "I'm not being prompted for my second verification information" in Common problems with two-step verification for a work or school account.

I have a new phone number and I want to add it

If you have a new phone number, you need to update your security verification method details. This enables your verification prompts to go to the right location.

In your browser, go to the Additional security verification page.

Tip: An alternative way to access the security verification information is to go to and sign in to office.com, press the Tab key or Shift+Tab until you hear "Account manager for," followed by your name and organization, and then press Enter. Press the Tab key until you hear "View account," and then press Enter. Press the Tab key until you hear "Update info," and then press Enter. The Security info page opens.
To delete the information related to your old phone number, press the Tab key until you hear "Security info type, phone, delete phone," and then press Enter. If you're prompted to confirm the deletion, press the Tab key until you hear "Delete," and then press Enter.
Press the Tab key or Shift+Tab until you hear "Add sign-in method," and then press Enter.
Press the Tab key until you hear "Authentication method options," and then press Spacebar.
Press the Down arrow key until you hear "Phone," and then press Enter.
Press the Tab key until you hear "Add," and then press Enter. Type in the new phone number, and then press Enter.

I have a new mobile phone and I want to add it to MFA

If you have a new phone, you'll need to set it up to work with MFA.

To set up your new phone to work with your account, follow the steps in Set up your Microsoft 365 sign-in for MFA.
In your browser, go to the Additional security verification page.

Tip: An alternative way to access the security verification information is to go to and sign in to office.com, press the Tab key or Shift+Tab until you hear "Account manager for," followed by your name and organization, and then press Enter. Press the Tab key until you hear "View account," and then press Enter. Press the Tab key until you hear "Update info," and then press Enter. The Security info page opens.
To delete the information related to your old phone, press the Tab key until you hear "Security info type, phone, delete phone," and then press Enter. If you're prompted to confirm the deletion, press the Tab key until you hear "Delete," and then press Enter. For more information, refer to Change your two-step verification method and settings.
To add the new phone to MFA, press the Tab key or Shift+Tab until you hear "Add sign-in method," and then press Enter.
Press the Tab key until you hear "Authentication method options," and then press Spacebar.
Press the Down arrow key until you hear "Phone," and then press Enter.
Press the Tab key until you hear "Add," and then press Enter. Type in your phone number, and then press Enter.
To install the Microsoft Authenticator app on your new mobile device, follow the instructions in Download and install the Microsoft Authenticator app.

I'm having problems signing in on my mobile device while traveling

For info and instructions, go to section "I'm having problems signing in on my mobile device while traveling" in Common problems with two-step verification for a work or school account.

I can't get my app passwords to work

For info and instructions, go to section "I can't get my app passwords to work" in Common problems with two-step verification for a work or school account.

I didn't find an answer to my problem

For info and instructions, go to section "I didn't find an answer to my problem" in Common problems with two-step verification for a work or school account.

Technical support for customers with disabilities

Microsoft wants to provide the best possible experience for all our customers. If you have a disability or questions related to accessibility, please contact the Microsoft Disability Answer Desk for technical assistance. The Disability Answer Desk support team is trained in using many popular assistive technologies and can offer assistance in English, Spanish, French, and American Sign Language. Please go to the Microsoft Disability Answer Desk site to find out the contact details for your region.

If you are a government, commercial, or enterprise user, please contact the enterprise Disability Answer Desk.