MFA Setup Troubleshooting

I'm Not Receiving the Verification Code Sent to My Mobile Device

 

Try This Guidance Info
Use the Microsoft authenticator app or Verification codes You are getting “You've hit our limit on verification calls” or “You’ve hit our limit on text verification codes” error messages during sign-in.

Microsoft may limit repeated authentication attempts that are performed by the same user in a short period of time. This limitation does not apply to the Microsoft Authenticator or verification code. If you have hit these limits, you can use the Authenticator App, verification code or try to sign in again in a few minutes.

You are getting a "Sorry, we're having trouble verifying your account" error message during sign-in.

Microsoft may limit or block voice or SMS authentication attempts that are performed by the same user, phone number, or organization due to a high number of failed voice or SMS authentication attempts. If you are experiencing this error, you can try another method, such as Authenticator App or verification code, or reach out to your admin for support.
Restart your mobile device Sometimes your device just needs a refresh. When you restart your device, all background processes and services are ended. The restart also shuts down the core components of your device. Any service or component is refreshed when you restart your device.
Verify your security information is correct Make sure your security verification method information is accurate, especially your phone numbers. If you put in the wrong phone number, all of your alerts will go to that incorrect number. Fortunately, that user won't be able to do anything with the alerts, but it also won't help you sign in to your account. To make sure your information is correct, see the instructions in the Manage your two-factor verification method settings (https://docs.microsoft.com/en-us/azure/active-directory/user-help/multi-factor-authentication-end-user-manage-settings) article.
Verify your notifications are turned on Make sure your mobile device has notifications turned on. Ensure the following notification modes are allowed:

• Phone calls
• Your authentication app
• Your text messaging app

Ensure these modes create an alert that is visible on your device.
Make sure you have a device signal and Internet connection Make sure your phone calls and text messages are getting through to your mobile device. Have a friend call you and send you a text message to make sure you receive both. If you don't receive the call or text, first check to make sure your mobile device is turned on. If your device is turned on, but you're still not receiving the call or text, there's probably a problem with your network. You'll need to talk to your provider. If you often have signal-related problems, we recommend you install and use the Microsoft Authenticator app (https://docs.microsoft.com/en-us/azure/active-directory/user-help/user-help-auth-app-download-install) on your mobile device. The authenticator app can generate random security codes for sign-in, without requiring any cell signal or Internet connection
Turn off Do Not Disturb Make sure you haven't turned on the Do not disturb feature for your mobile device. When this feature is turned on, notifications aren't allowed to alert you on your mobile device. Refer to your mobile device's manual for instructions about how to turn off this feature.
Unblock phone numbers In the United States, voice calls from Microsoft come from the following numbers: +1 (866) 539 4191, +1 (855) 330 8653, and +1 (877) 668 6536
Check your battery-related settings If you set your battery optimization to stop less frequently used apps from remaining active in the background, your notification system has probably been affected. Try turning off battery optimization for both your authentication app and your messaging app. Then try to sign in to your account again.
Disable third-party security apps Some phone security apps block text messages and phone calls from annoying unknown callers. A security app might prevent your phone from receiving the verification code. Try disabling any third-party security apps on your phone, and then request that another verification code be sent.

 

Details

Article ID: 700
Created
Wed 9/22/21 1:14 PM
Modified
Tue 5/2/23 3:41 PM

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