MFA in Indonesia Country code 62

Vincent Diaz 1

Hi All,
Dumb question...I have a user that lives in Indonesia Country code 62. He has a work number that has 9 digits and a personal mobile that has 11 digits.
We can get MFA thru to the 11 digit mobile, but not to the 9 digit mobile.
Is there something different about O365 MFA and mobile number length differences?

4 answers

Dillon Silzer 54,646 Reputation points

2022-09-24T04:52:28.01+00:00

Hi @Vincent Diaz

I'm not quite sure about Indonesian Country codes and I don't see any documentation on this, but you could use/allow MS Authenticator in your tenant.

The phone number (9 digit) may just be an non-supported format for Microsoft.

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If this is helpful please accept answer.
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Vincent Diaz 1 Reputation point

2022-09-26T14:46:24.943+00:00

Thanks DillonJS,
I'll recommend the authenticator app.
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Givary-MSFT 28,321 Reputation points Microsoft Employee

2022-09-26T06:29:46.91+00:00

@Vincent Diaz

Thank you for reaching out to us. As I understand user unable to perform MFA when he uses 9 digit work phone number ( within Indonesia ). At the time of issue do you have sign in logs/correlation id in Azure AD portal at the time of issue ( performing MFA using 9 digit work number ) so that we can investigate further at our end.

Did you check with other users as well having similar work number also facing the same issue ?

I would agree to @Dillon Silzer comment as well to use Authenticator App for performing MFA till we investigate this issue.

Let me know if you have any further questions.
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Vincent Diaz 1 Reputation point

2022-09-26T14:45:48.583+00:00

HI Givary, thanks.

We only have the one employee in Indonesia with this issue. We have other Asia Pacific employees in country code 62 that have 10 digit telephone numbers, this person is the only one with a 9 digit number from TelKomSel. I know this 9 digit works as I was able to text back and forth with the user to diagnose the issue.

I will ask the user to reach out to TelKomSel to see if they've heard of this and will recommend the MS authenticator app.

Regards

Givary-MSFT 28,321 Reputation points Microsoft Employee

2022-09-26T16:01:35.79+00:00

@Vincent Diaz Thank you for your response and the details about the issue and the provider end user using. As you mentioned above 9 digit works as you were able to text back and forth with the user to diagnose the issue, is the phone call mfa is not working ?

Having correlation id logs from Azure Sign in logs while performing MFA using 9 digit number will help to investigate further.
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Vincent Diaz 1 Reputation point

2022-09-26T16:33:23.597+00:00

HI Givary,
Thanks for asking. Per the user the voice call also does not come through either.
We switched him to his personal 11 digit personal mobile number for MFA and both voice and text work.

Here is correlation ID for one of the failed MFA transactions: 8b0e0552-0cc3-4001-a9eb-41a61ab54b83

Regards
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Givary-MSFT 28,321 Reputation points Microsoft Employee

2022-09-26T16:35:43.813+00:00

@Vincent Diaz Would appreciate if you can help me with the time stamp details of this correlation id: 8b0e0552-0cc3-4001-a9eb-41a61ab54b83
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Vincent Diaz 1 Reputation point

2022-09-26T17:02:57.497+00:00

Hi Givary, what's the best way to get you the time stamp data you are looking for?

I did a copy of the top of the Activity Details page, LMK if you need something more specific and best way to capture it.

Date
9/23/2022, 8:33:24 PM
Request ID
675c4a73-c823-4744-97cc-c3ccba1d0400
Correlation ID
8b0e0552-0cc3-4001-a9eb-41a61ab54b83
Authentication requirement
Multifactor authentication
Status
Failure
Continuous access evaluation
No
Sign-in error code
500121
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Givary-MSFT 28,321 Reputation points Microsoft Employee

2022-09-26T17:08:00.007+00:00

@Vincent Diaz Above details will help to investigate, just need the time zone of this timestamp 9/23/2022, 8:33:24 PM,

Givary-MSFT 28,321 Reputation points Microsoft Employee

2022-09-28T04:18:02.893+00:00

@Vincent Diaz Reviewed the logs using correlation id/activity id, from the logs I see Method used by end user for MFA is "One way SMS" and " Authentication method failed - text message code incorrect"

Would you ask the user to perform the authentication again via sms make sure code is entered correct or perform mfa using voice call, let me know the results.

Givary-MSFT 28,321 Reputation points Microsoft Employee

2022-09-30T03:17:38.54+00:00

@Vincent Diaz Just checking in to see if below information was helpful. If you have any further updates on this issue, please feel free to post back.

Vincent Diaz 1 Reputation point

2022-10-03T17:10:47.39+00:00

Hi Givary,
Sorry. We had corporate visitors and I was not available til now.

But I have been checking with the user.

I'm not sure why the log is showing the error "authentication method failed - text message code incorrect" Per the user he does not get a text message on the device with the short mobile number. So the user never gets the 6 digit code or phone call from MS when using the short mobile number.

Since the mobile # with the 11 digits does work, but is the user's personal mobile number, i've also recommended he switch over to using the authentication app. Since we only have the one user in Indonesia having an issue, it may be easier just to give up and move on to the authenticator or continue using his personal mobile.

The user did point out that both the 9 digit business and 11 digit personal mobile #'s are all through the same vendor TelcomSel it is odd that the number of digits differ like this, but I only have experience with US mobile #'s so what is standard in US isn't always similar in other parts of the world.
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