user fails mfa

If a user is having trouble logging in with Multi-Factor Authentication (MFA) set to SMS, it may be due to several factors affecting the reliability of SMS delivery. Here are some potential solutions:

1. Use the Microsoft Authenticator App: If users are experiencing issues with SMS, it's recommended to switch to the Microsoft Authenticator app, which can receive notifications over cellular and Wi-Fi connections and can generate verification codes even without a signal.
2. Check Phone Settings: Ensure that the user's phone is configured to receive SMS messages properly. This includes checking for any third-party security apps that might block messages.
3. Verify Phone Number: Confirm that the phone number registered for MFA is correct in the user's account settings. If the number is incorrect, the user will not receive the verification codes.
4. Consider Alternative Methods: If SMS continues to be unreliable, consider using a phone call as an alternative verification method, or encourage users to set up app passwords if they are using legacy clients.
5. Network Issues: Sometimes, network issues can affect SMS delivery. Users should check their mobile signal strength and try again later if they suspect network problems.

If these steps do not resolve the issue, it may be necessary to reach out to your IT support for further assistance.

References:

• Two-way SMS unsupported
• Frequently asked questions about Microsoft Entra multifactor authentication
• You don't receive a text or voice call that contains the verification code for Microsoft Entra multifactor authentication

Hi @Jeff Kohl-coa,

Thank you reaching out to Microsoft Q&A forum. 

I understand the user is experiencing difficulties signing in with MFA via SMS. If you are the IT administrator, you can follow the steps outlined in the article Manage user authentication methods for Microsoft Entra multifactor authentication. These steps will guide you through resetting the user’s MFA settings, which should help restore access to their account.

These steps will guide you through resetting the user’s MFA settings, which should help restore access to their account.

Please note that forum moderators do not have access to user account settings and cannot assist with logging in, resetting passwords, or changing access rights. While we do not have access to internal systems or administrative tools required to resolve account-specific or backend-related issues but we’ll continue doing our best to support you within the scope of our responsibilities.    

I hope these steps help you restore reliable access to his account quickly. I'm glad to assist and truly hope the information provided has been useful. Please feel free to reach out anytime if you need further assistance.  

If you find my post helpful, kindly consider marking it as the accepted answer. Doing so can assist others in the community who may have similar questions in finding solutions more quickly.  

Thank you for your kindness and contributions to the forum.  

If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment".

Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.