MFA SMS Token Authentication Fails with 'That Verification Method Isn't Working Right Now' Error in Microsoft Entra

Question

When attempting to log into Microsoft Entra, the username and password authentication is successful. However, the MFA authentication using an SMS token fails, returning the error message: "That verification method isn't working right now."

Steps to Reproduce:

1. Open the Microsoft Entra login page.
2. Enter the username and password.
3. Complete the initial login step successfully.
4. Attempt to authenticate using the SMS token for MFA.
5. Observe the error message: "That verification method isn't working right now."

Expected Behavior: The SMS token should be received and accepted, allowing the user to complete the MFA authentication and access Microsoft Entra.

Actual Behavior: The SMS token is not accepted, and the error message "That verification method isn't working right now" is displayed.

Additional Information:

• The issue persists across multiple attempts, different devices and different users.
• The method of MFA using SMS works when the conditional access policy is enabled but starts failing after an hour.
• In authentication details for specific user login for authentication method "Text message" succeeded is false with result "BadReputation" and failure reason "Multi-factor authentication is blocked."

Answer 1

Hello @Lovro Repnik ,

Thank you for reaching out to Microsoft Support.

Based on the information you've provided, it appears that you're encountering an issue with MFA SMS token authentication in Microsoft Entra, where the error message "That verification method isn't working right now" is displayed. This error typically indicates either a temporary issue with the verification method or an underlying security concern preventing successful authentication. Below are the troubleshooting steps that you can follow to resolve the issue:

1. Use a Different Verification Method : If you have an alternative verification method set up, such as a secondary email address or security questions, try using that method instead of SMS for MFA.
2. Clear Browser Cache and Cookies : Sometimes, clearing your browser’s cache and cookies can resolve these issues. After clearing them, try the verification process again.
3. Try a Different Browser or Incognito Mode : There might be an issue with your current browser. Try using the Edge browser and open an incognito/private browsing window to attempt the process again.
4. Account Recovery Options : If you’re still unable to resolve the issue, consider using the account recovery options.
5. Contact Microsoft Support : If none of the above options allow you to regain access to your account, I can only recommend that you contact Microsoft's online support staff to recover your account, you can click on this link and follow the step-by-step instructions below to contact them. Contact - Microsoft Support. You can follow the step-by-step instructions below to contact them:

• Enter your question in the search bar, then click "Sign up to contact support" at the bottom of the page.
• Make sure you are logged in to another valid Microsoft account (ensure you are signed in with a personal Microsoft account, not a work or school account, as you won’t see the relevant options otherwise).
• Under "Products & Services", select "Other Products".
• Under "Categories", select "Manage my Subscription", then click Confirm.
• Click "Chat with Support Agent" in the web browser.

Please contact Microsoft online support staff during business hours.

I hope this helps resolve your issue. 

I hope this information is helpful. Please feel free to reach out if you have any further questions. If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment".

Thanks,
Chaithra.

Answer 2

Hello.

Non of the suggested DYI method worked so we contacted the Microsoft Entra support. The issue was caused by Microsoft Entra PhoneReputation service that incorrectly and automatically flagged Slovenian (+386) phone numbers as "BadReputation", hence blocking their use for performing MFA. After they allowed +386 numbers for our tenant ,the SMS MFA is working as expected.

Regards,

Lovro