Issue seting up MFA with Phone method

Question

Issue seting up MFA with Phone method

Daniel 91

Hi Team,
can someone help me with setting up MFA for my tenant. I would like to setup phone call authentication for some of users that don't like to have any company apps on their phones.
And as we tested when a user adds his company phone number when setting up O365 MFA he gets this error:

Has anyone had the same issue?
Does someone know how to solve his?

JamesTran-MSFT 37,226 Reputation points Microsoft Employee Moderator

2022-03-07T22:30:49.257+00:00
@DanielBanozic-6003
Thank you for your post!

When setting up phone authentication for your users, can you make sure your Azure AD tenant isn't a trial subscription. For example, signing up for a trial EMS license, will not provide the capability for phone call verification.

Are you getting a call to verify your phone when setting this up?

Are you able to set up any other authentication methods? Or does this issue only occur on some accounts and not all?

Any additional information would be greatly appreciated.
Thank you for your time and patience throughout this issue.
JamesTran-MSFT 37,226 Reputation points Microsoft Employee Moderator

2022-03-08T16:30:02.557+00:00

@DanielBanozic-6003
I just wanted to check in and see if you had any other questions or if you were able to resolve this issue?
Daniel 91 Reputation points

2022-03-09T10:22:15.687+00:00

Hi James,
My Azure tenant isn't a trail subscription. We are using Microsoft 365 Business Premium which means we are eligible for MFA by this MS article (https://learn.microsoft.com/en-us/azure/active-directory/authentication/concept-mfa-licensing).
The only way we can use MFA is by Microsoft Authentor app push notifications. This issue occurs on all account.
JamesTran-MSFT 37,226 Reputation points Microsoft Employee Moderator

2022-03-09T19:56:46.683+00:00

@Daniel
Thank you for following up on this!

Since you were able to confirm that MFA works for users using the Authenticator App, can you see if users are able to register their Phone authentication method on the mysignins page? Once their phone numbers are registered, they can remove the Authenticator app as needed, or add alternate authentication methods.

https://mysignins.microsoft.com/security-info

If your users are still having issues please let me know.
Thank you again for your time and patience throughout this issue.
Daniel 91 Reputation points

2022-03-10T12:54:58.737+00:00

Hi James,

I'm able to add my phone number as alternate verification method:

But I can only use SMS as a verification option.

If I try to use call option I get this error:

So far only way I can authenticate is MS Authenticator app and SMS. All other options don't work for my tenant.

BR
Daniel

1 answer

Your answer

JamesTran-MSFT 37,226 Reputation points Microsoft Employee Moderator

2022-03-07T22:30:49.257+00:00

@DanielBanozic-6003
Thank you for your post!

When setting up phone authentication for your users, can you make sure your Azure AD tenant isn't a trial subscription. For example, signing up for a trial EMS license, will not provide the capability for phone call verification.

Are you getting a call to verify your phone when setting this up?

Are you able to set up any other authentication methods? Or does this issue only occur on some accounts and not all?

Any additional information would be greatly appreciated.
Thank you for your time and patience throughout this issue.
JamesTran-MSFT 37,226 Reputation points Microsoft Employee Moderator

2022-03-08T16:30:02.557+00:00

@DanielBanozic-6003
I just wanted to check in and see if you had any other questions or if you were able to resolve this issue?
Daniel 91 Reputation points

2022-03-09T10:22:15.687+00:00

Hi James,
My Azure tenant isn't a trail subscription. We are using Microsoft 365 Business Premium which means we are eligible for MFA by this MS article (https://learn.microsoft.com/en-us/azure/active-directory/authentication/concept-mfa-licensing).
The only way we can use MFA is by Microsoft Authentor app push notifications. This issue occurs on all account.
JamesTran-MSFT 37,226 Reputation points Microsoft Employee Moderator

2022-03-09T19:56:46.683+00:00

@Daniel
Thank you for following up on this!

Since you were able to confirm that MFA works for users using the Authenticator App, can you see if users are able to register their Phone authentication method on the mysignins page? Once their phone numbers are registered, they can remove the Authenticator app as needed, or add alternate authentication methods.

https://mysignins.microsoft.com/security-info

If your users are still having issues please let me know.
Thank you again for your time and patience throughout this issue.
Daniel 91 Reputation points

2022-03-10T12:54:58.737+00:00

Hi James,

I'm able to add my phone number as alternate verification method:

But I can only use SMS as a verification option.

If I try to use call option I get this error:

So far only way I can authenticate is MS Authenticator app and SMS. All other options don't work for my tenant.

BR
Daniel

Answer 1

@Daniel
Thank you for the quick follow up on this one!

Since you still aren't able to authenticate via phone call, can you check one last thing to ensure that the Call to Phone verification option is available to users within your tenant.

Sign in to the Azure portal as a Global administrator.
Search for and select Azure Active Directory, then select Users > All users.
Select Per-user MFA.
Select Service Settings, and scroll down to Verification Options

For more info - Per user Azure AD Multi-Factor Authentication

To make your Phone the primary means of authentication, you should be able to change the Default sign-in method to "Phone", after we confirm Phone authentication works within your tenant.

If you have any other questions, please let me know.
Thank you for your time and patience throughout this issue.

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Please remember to "Accept Answer" if any answer/reply helped, so that others in the community facing similar issues can easily find the solution.

JamesTran-MSFT 37,226 Reputation points Microsoft Employee Moderator

2022-03-11T17:28:01.613+00:00

@Daniel
I just wanted to check in and see if you had any other questions or if you were able to resolve this issue?

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Issue seting up MFA with Phone method

1 answer

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