Error to get the verification code on my registered number as an admin?

Question

I have a problem to sign in into my account on the admin portal for education and I heard that the MFA changed to app rather than the phone number

how could I fix this issue as an admin?

Answer 1

As an admin, use these steps and checks to resolve not receiving MFA verification codes and the change from phone/SMS to app-based MFA:

1. Try other verification options (if available)
   On the sign-in MFA prompt, select Other verification options or Sign in another way and:
   • Choose a different method (for example, SMS, phone call, or another registered method) if it is still configured.
   • Make sure the phone numbers shown are correct.
2. Check if the account is blocked for MFA or sign-in
   Ask another global admin in the tenant to:
   1. Go to the Azure portal → Microsoft Entra ID.
   2. Go to Users → select the admin account that has the problem.
   3. Verify Block sign in is Disabled. If it is enabled, disable it and save.
      This resolves cases where the user is blocked and therefore not receiving MFA codes.
3. Avoid repeated or excessive code requests
   Repeated sign-in attempts and repeated code requests can trigger protection and cause:
   • Temporary blocking of code delivery.
   • Delays in SMS or call delivery, especially from regions with heavy compromised traffic.
     If many attempts were made, wait for a period of time before trying again, or use a different MFA method.
4. Check SMS/phone delivery issues
   If using SMS/phone:
   • Ensure the phone doesn’t block texts/calls from unknown numbers.
   • Confirm the phone number is a mobile number, not VOIP.
   • Check that the SMS inbox is not full and that the messaging app is working properly.
   • If using a third‑party security app, temporarily disable it and request a new code.
     Users should attempt up to five times in 5 minutes to get a call or text; if this still fails, open a support case.
5. Update or add a new phone number (if you can sign in at least once)
   If sign-in is possible via any method, update security info so codes go to the correct number:
   1. Go to the Security info / Additional security verification page (for example via View account → Update info from office.com).
   2. Remove the old phone number.
   3. Add the new phone number as a sign-in method and complete verification.
6. If MFA has been moved to Microsoft Authenticator
   If the organization has switched from SMS/phone to app-based MFA:
   • Sign in using any working method (SMS, call, or backup method) once.
   • Go to the Security info page and add Microsoft Authenticator as a method.
   • Complete the registration by scanning the QR code with the app.
     If the app is already required and SMS no longer works, another admin can reset MFA as below.
7. Have another admin reset MFA settings for the account
   If another cloud/global admin exists, that admin can:
   1. Sign in to the cloud service portal as admin.
   2. Go to the MFA user management page (for example .../multifactorverification.aspx).
   3. Select the affected admin account.
   4. Choose Manage user settings.
   5. Select Require selected users to provide contact methods again, then Save.
      Next sign-in will force re-registration of MFA methods (Authenticator app, phone, etc.).
8. If there is no other admin and you are locked out
   If the affected account is the only global admin and cannot pass MFA at all:
   • Contact Microsoft’s Data Protection team via the regional Customer service phone numbers - Microsoft Support.
   • Clearly state that this is a tenant admin MFA lockout and that there is no other admin.
     The Data Protection team can verify identity and reset MFA from the service side.
9. If repeated attempts cause “I can’t sign in after multiple attempts” behavior
   When multiple failed attempts are detected, Microsoft Entra MFA may temporarily block further attempts. In that case:
   • Wait before trying again.
   • Use a different MFA method if one is configured.
   • If malicious activity is suspected, have an admin review Microsoft Entra sign-in logs.

These steps allow an admin to either restore SMS/phone-based MFA, complete the move to app-based MFA, or have MFA reset so new methods can be configured.

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References:

• You don't receive a text or voice call that contains the verification code for Microsoft Entra multifactor authentication
• Common problems with two-step verification for a work or school account
• Frequently asked questions about Microsoft Entra multifactor authentication
• Use a screen reader to set up and troubleshoot multifactor authentication
• Can't use Azure Multi-Factor Authentication to sign in to cloud services after you lose your phone or the phone number changes