MFA setup issues

Question

Hello,

Whenever we setup a user with MFA setup, shortly after the install is complete, the user gets prompted for the password to the account repeatedly for email on their mobile device. Entering the correct password doesn't work. Entering the app password doesn't work. The issue does not happen while at the company property (I'm guessing because this is a trusted location?), but if we turn off wifi, then the password prompts appear. The only way we have been able to fix this is to remove the account and add it back, but that only works after the prompts start. If I attempt to remove the account immediately after the MFA setup, then the issue will still present itself. After that I can remove it a second time and it will then work. Any workaround to prevent the removal requirement?

Answer 1

Hello Greg,

Thanks for your post in the forum. Regarding to this symptom, I suggest you disable MFA for the affected users and turn it on again. When updating the MFS settings, select Restore multi-factor authentication on all remembered devices.

If the issue persists, please contact in-app support for further assistance. We have dedicated support team for Outlook for mobile applications. The experts there will analyze this symptom directly and help you better. In Outlook for iOS, open the Menu -> tap the ? -> Contact Support. In Outlook for Android, go to Settings -> Help & Feedback -> Contact Support.

Your understanding and cooperation would be highly appreciated.

Regards,

Rick