You don't receive a text or voice call that contains the verification code for Azure Multi-Factor Authentication

Original product version:   Cloud Services (Web roles/Worker roles), Azure Active Directory, Microsoft Intune, Azure Backup, Office 365 Identity Management
Original KB number:   2834956


Assume that you're a global admin who has Microsoft Azure Multi-Factor Authentication enabled, and you don't receive the text message or voice call that contains your verification code. In this situation, you can't sign in to your work or school account (such as Office 365, Azure, or Microsoft Intune).


To fix this problem, follow these steps:

  1. If you have set up other options for security verification, select Other verification options, and then try again by selecting a different option. Also, make sure that your phone numbers are correct in your user account settings.

  2. Ask another global admin to confirm whether your phone numbers are set correctly in your user settings. If steps 1 and 2 don't resolve the problem, your user account may be blocked from using Azure Multi-Factor Authentication. To check whether your user account is blocked, the following steps must be performed by a global admin for your Microsoft cloud service.

    1. If you have an Azure Multi-Factor Authentication or Azure Active Directory Premium subscription

      1. Go to Azure Active Directory portal.
      2. Under User Administration, locate Block/Unblock Users.
      3. Check whether the user is blocked.
    2. If you have Office 365 and don't have an Azure Multi-Factor Authentication or Azure Active Directory Premium subscription, contact Office 365 Support.

More information

Still need help? Go to Microsoft Community or the Azure Active Directory Forums website.