Issue with Phone Call Verification in Microsoft Authenticator

Question

1. Problem Summary:
   • I am encountering an issue where phone call verifications are not going through when setting up Microsoft Authenticator.
   • I am able to receive text messages for verification, but the phone call verification does not work.
   • Some users in my organization prefer using phone call verification because they do not want to download or use the Microsoft Authenticator app. However, the phone call verification has stopped working for them as well.
   • Others in my organization use phone numbers that cannot receive text messages, so they rely on phone call verification. Unfortunately, they are also affected by this issue.
   • Additionally, others in my organization are reporting the same issue with phone call verifications not coming through. They have already been set up with voice call as their primary method but have stopped receiving the calls since March 3, 2025.
   • All was working correctly on February 28, 2025, which was the last time we saw any attempts for phone call verifications. No changes have been made on our end since then.
   • If users have their sign-in method set to Microsoft Authenticator notification, SMS text messages, or TOTP (one-time passcode), all of these methods work fine. However, the phone call verification does not work.
   • If I choose the "Receive a code" option, I do get the text message verification code successfully, but the phone call verification does not work.
2. Steps to Reproduce the Issue:
   • I am using portal.office.com to set up my Microsoft Authenticator and enter my phone number again.
   • I attempt to set up my Microsoft Authenticator and choose the phone call verification option.
   • I enter my phone number when prompted for verification.
   • A phone call is supposed to come through for verification, but it never arrives, despite multiple attempts.
   • I have tried using another phone number with a different carrier, but the issue persists, and the phone call verification still does not come through.
   • If I choose the "Receive a code" option, I do get the text message verification code successfully, but the phone call verification does not work.
   • Other users in my organization have attempted this process and face the same issue.
3. Expected Behavior:
   • I expect to receive a phone call with the verification code after entering my phone number in the setup process.
4. Actual Behavior:
   • The phone call never comes through, but text message verification works correctly, and I receive the text messages promptly.
   • This problem occurs consistently and is not intermittent.
5. Device and Platform Information:
   • I am using Apple and a landline
   • Operating System: iOS 18.3.1
   • Microsoft Authenticator version: 6.8.21
6. Network or Connectivity Details:
   • I have ensured that I have a stable network connection (Wi-Fi/mobile data) when trying to receive the call.
   • I’ve tested calls and SMS on the same device and can receive regular calls without issues.
7. Error Messages or Specific Behavior:
   • No phone call verification is received. However, there is an actual error message displayed, which I will provide in the screenshot.
8. Any Additional Information:
   • I have verified that my phone number is entered correctly.
   • The issue persists even after restarting my phone.
   • Multiple users in my organization have confirmed they are experiencing the same issue, with phone call verifications failing since March 3, 2025.
   • All was working correctly on February 28, 2025, which was the last time any attempts were made. No changes have been made on our end since then.
9. Screenshot:
   • Attach a screenshot showing the actual error message displayed during the phone call verification process.
   

Answer 1

It worked for me. When you receive the call, make sure you use the keypad from where the call is coming from. Don't use the keypad icon that is at the bottom of the phone, but rather use the keypad connected through your call.