Cannot get Phone Call With MFA

Roger Seekell 96

Good morning. Not sure if this is the best forum.

On Monday morning, we learned that several of our users were unable to receive a phone call via Azure MFA. I can reproduce the issue. SMS, the app, and other methods work, but choosing any phone number to call doesn't work. It immediately gives an error. We've had over a dozen users report this problem.

Is anyone else having this problem? What can be done to troubleshoot this?

Marilee Turscak-MSFT 36,926 Reputation points Microsoft Employee

2021-09-23T22:53:05.277+00:00

Which error do you see? Have you checked the troubleshooting steps and confirmed that "Block sign-in" is disabled?
Roger Seekell 96 Reputation points

2021-09-24T13:22:32.927+00:00

Thank you for your reply. As soon as I choose "Call XXXX...", it says in red at the top, "Sorry, we're having trouble verifying your account. Please try again.
There are details at the bottom, including error code 500121.
Yes, I looked at that page, and there are no blocked sign-ins.
This issue started suddenly against many of our users at the same time.
Roger Seekell 96 Reputation points

2021-09-24T17:39:28.147+00:00

When I look at Azure Sign-in logs, the Authentication Details tab, when I do a phone call approval, it says a "Result Detail" of "BadReputation".
Fischer Michael | Beltronic IT AG 0 Reputation points

2023-05-25T13:42:22.9966667+00:00

Hi @Roger Seekell @Roger Seekell Did you get this problem solved?

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Cannot get Phone Call With MFA

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