MFA Blocked

Question

I can't enter my account with MFA it says:

Verify your identity

Can you help?

Answer 1

Follow these steps depending on what is happening when “Verify your identity” appears:

1. If no verification code or call/text is received
   • On the MFA prompt, select Other verification options or Sign in another way if available, and choose a different method (for example, alternate phone or app method).
   • Verify that the phone numbers and methods on the account are correct. If another global admin exists in the tenant, ask them to check and correct the numbers in the user settings.
   • If still blocked, the account might be blocked from using Microsoft Entra multifactor authentication. Ask a global admin to:
     1. Sign in to the Azure portal and open Microsoft Entra ID.
     2. Go to Users > select the affected user.
     3. Check whether Block sign in is enabled; if yes, disable it.
2. If the MFA prompt keeps failing or shows an error like “We did not receive the expected response”
   • Ensure the correct verification code is entered if using SMS or app code.
   • If using the Authenticator app notification, tap Verify, not Cancel.
   • If available, select Other verification options and try another registered method.
3. If the account is blocked due to unusual activity or too many attempts
   • Microsoft Entra MFA can temporarily block sign-in after repeated attempts or unusual activity.
   • Wait before trying again and, if possible, use a different MFA method.
   • If there is concern about malicious activity, contact the organization’s IT administrator and ask them to review the Microsoft Entra sign-in logs and MFA configuration.
4. If the user has lost access to the registered MFA method (for example, lost phone or reset device)
   • A global admin in the tenant can reset MFA registration so new methods can be configured:
     1. Sign in to the Microsoft Entra admin center.
     2. Go to Identity > Users > All users.
     3. Select the affected user.
     4. Open Authentication methods.
     5. Select Require re-register multifactor authentication.
   • After this, the next sign-in will prompt to register MFA again.
5. If there is no other global admin and the only admin is locked out
   • This requires escalation to Microsoft support / Data Protection via official support channels so ownership can be verified and MFA reset. Forum moderators and standard tools cannot override this.

If none of the above is possible from the user side, contact the organization’s IT help desk or global admin and share the exact error text shown under “Verify your identity” so they can check blocks, sign-in logs, and reset MFA if needed.

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References:

• You don't receive a text or voice call that contains the verification code for Microsoft Entra multifactor authentication
• "We did not receive the expected response" error message when you try to sign in by using Azure Multi-Factor Authentication
• Common problems with two-step verification for a work or school account
• Troubleshoot Microsoft verification code issues
• "Activation failed" error when you try to set up Azure Multi-Factor Authentication
• Use a screen reader to set up and troubleshoot multifactor authentication
• I need to reset my mfa methods - Microsoft Q&A
• Reset Personal Azure MFA - Microsoft Q&A
• Global Admin Locked out - Microsoft Q&A
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• I need to speak with a real person and it seems impossible. - Microsoft Q&A