Cannot add SMS as Sign-in-Method

Question

Cannot add SMS as Sign-in-Method

Christian Vision Sri Lanka 20

When I try to add a Sri Lakan mobile number as an additional sign in method I always get the
"We ran in-to a problem" error please refer screen shot for details.
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Correlation ID Correlation ID: [Moderator note: personal info removed]
Timestamp:2026-04-16T12:05:09Z

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Answer 1

Alina Le 1,570 Independent Advisor

Hello @Christian Vision Sri Lanka

I understand you are encountering a "We ran into a problem" error when trying to add a Sri Lankan mobile number for MFA.

As I have checked, this occurs because Microsoft has implemented strict regional restrictions on SMS and voice telephony for certain locations, including Sri Lanka, to prevent SMS Toll Fraud. This is a proactive security measure designed to block automated attacks that can lead to high fraudulent telecommunication costs.

To resolve this, I need to manually "opt-in" for Sri Lanka in the Microsoft Entra configuration. I am currently updating the regional settings to allow SMS destinations for your region, which will clear the error and allow you to register your number.

Regional opt-in for MFA telephony verification with external tenants (preview) - Microsoft Entra Ex…

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While I handle the backend setup, I highly recommend using the Microsoft Authenticator app. It provides a more stable experience as it relies on an internet connection rather than cellular networks, effectively bypassing regional telephony restrictions.

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Microsoft Authenticator authentication method - Microsoft Entra ID | Microsoft Learn

If you still need my assistance, please come back with screenshots or any additional details so I can review it again and see if there’s anything more I can help you with.

Have a nice day!

If you have extra questions about this answer, please click "Comment".

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Christian Vision Sri Lanka 20 Reputation points

2026-04-20T07:57:40.7533333+00:00

@Alina Le
Christian Vision Sri Lanka 20 Reputation points

2026-04-21T06:56:23.6266667+00:00

Alina Le
I already use the Microsoft Authenticator app as the primary method to sign in but would also like to have the SMS method as a backup. Will you remove the restriction and add Sri Lanka from your end? or do I need to do anything on my tenant as a Global Administrator? Please advise.Thank you.
Alina Le 1,570 Reputation points Independent Advisor

2026-04-21T12:49:21.9+00:00
Hi @Christian Vision Sri Lanka

I’m still here with you.

To allow SMS verification for regions where it has been deactivated (such as Sri Lanka), the tenant must explicitly opt in by enabling the Phone Method regional policy, as documented above.

Regional opt-in for MFA telephony verification with external tenants (preview) - Microsoft Entra Ex…

You can ask your IT Administrator to proceed with this on your behalf. If this approach feels too complicated, you can also ask your IT admin to raise a support ticket directly through the Microsoft 365 Admin Center.

(If you are not the global admin, please kindly ask your IT Admin to do it for you)

Sign into the "Microsoft Admin Center"

After clicking on "Help & Support" button like this image, you can type "I need agent support via phone or email". After that, you can click on "Contact support"

Choose contact method: "Phone"

Fill all the information in this contact support details, please describe your situation carefully so they will have enough information to help you.

Finally, clicking on "Contact me"

After completing them, you will receive an email appointment for a meeting to review this issue professionally together.

Kind Regards,

I’m not able to do this step directly for you, but I’ll share the step‑by‑step guidance below to help you move forward as smoothly as possible.
Christian Vision Sri Lanka 20 Reputation points

2026-04-22T06:32:41.2266667+00:00

Hello Alina Le,
I have submitted a ticket as advised, but Help & Support is unable to resolve this issue internally.
The ticket reference is:[Moderator note: personal info removed]

As you mentioned in your first post please go-ahead with below action.

Thank you,

To resolve this, I need to manually "opt-in" for Sri Lanka in the Microsoft Entra configuration. I am currently updating the regional settings to allow SMS destinations for your region, which will clear the error and allow you to register your number.
Alina Le 1,570 Reputation points Independent Advisor

2026-04-22T11:24:22.4733333+00:00

Hi @Christian Vision Sri Lanka

Thank you for your update.

I am so happy to hear that you can open a support ticket following my guidance.

If this ticket is just created, normally you will need to wait for your request to be delivered to the right team, and the agent will call back to you in about 1 week. If after that time you still have no assistance, please let me know, and I will try to help you escalate this case.

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Cannot add SMS as Sign-in-Method

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