Authenticator two step number change

Question

I an an admin for our business, and I have staff that are not able to login due to not having the two step authentication phone number and don't have access to this phone number, how do I update this phone number to get the code? Thank you

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Moved from: Microsoft 365 and Office | Access | For business | Windows

Answer 1

To update the phone number for two-step authentication for your staff, you will need to reset their Multi-Factor Authentication (MFA) settings. Here’s how you can do this as an admin:

1. Sign in to the cloud service portal as an admin.
2. Go to the Multi-Factor Authentication settings page by navigating to this link.
3. Select the checkbox for the admin account whose MFA settings you want to reset.
4. Click on Manage user settings.
5. Check the box for Require selected users to provide contact methods again and then select Save.

This will prompt the user to set up their authentication methods again, allowing them to enter a new phone number for receiving the authentication codes.

Answer 2

Dear @Teresa Macbook, 

Thank you for posting your question in the Microsoft Q&A forum, and I’m sorry to hear that your user is experiencing difficulties accessing their work account due to issues with the Microsoft Authenticator app. 

Based on the information you provided, here are the steps you can follow to assist your user resolve this issue: 

• Revoke sessions and delete MFA of old method and Revoke multifactor authentication session => Require re-register multifactor authentication 

You can go to Microsoft Entra admin center (In Microsoft 365 admin center > Click on Show all and Select Identity).

Go to Users > All users > Click on to the affected account (Display name of user).

When you are in User's page, click on Revoke sessions.

 

On the other hand, you can click Authentication methods, you can see MFA options here, for example: 

 

Click three dots, click “Delete”.

 

Click “Revoke multifactor authentication session".

 

And after revoke, you click on “Require re-register multifactor authentication”.

 

Then, your user can log in to affected account and re-set up authentication method again on your user's phone. 

Additionally, you can select “Add authentication method” and include the user’s phone number if desired. 

 

For detailed guidance, please refer to this article: Manage user authentication methods for Microsoft Entra multifactor authentication.  

Please understand the scope of support we’re able to provide through this forum. As moderators, our role is to offer general guidance and help troubleshoot common issues. However, we don’t have access to the internal tools or permissions required to resolve certain account-specific or backend problems.   

I hope this information is helpful. Please follow these steps and let me know if it works for you. If not, we can work together to resolve this.    

Thank you for your patience and understanding. If you have any questions or need further assistance, please feel free to share them in the comments on this post so I can continue to support you. 

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