Error when trying to reset password in Azure, Office 365, or Intune: We did not receive your response in time, or you hung up the call

This article describes a problem in which you receive an error message when you try to reset your password in Microsoft Azure, Office 365, or Microsoft Intune.

Original product version:   Azure Active Directory, Microsoft Intune, Cloud Services (Web roles/Worker roles)
Original KB number:   2951259

Symptoms

When you try to reset your password in Microsoft Azure, Microsoft Office 365, or Microsoft Intune, you receive the following error message:

We did not receive your response in time, or you hung up the call.

Cause

This problem occurs because of any of the following:

  • You pressed the wrong button instead of the pound (#) button.
  • You hung up before hitting the pound (#) button.
  • You did not answer.
  • The telephone number that we have on file may be incorrect, and we were unable to reach you.

You pressed the wrong button instead of the pound (#) button

To resolve this problem, press the pound button after you answer the call.

You hung up before hitting the pound (#) button

To resolve this problem, press the pound button after you answer the call.

You did not answer

Maybe you missed the call. To resolve this problem, you must answer the call.

The telephone that we have on file may be incorrect, and we were not able to reach you

To resolve this problem, work with your administrator to update your telephone number(s).

Note

If available, try to use another method such as using your mobile phone, office telephone, or mobile app.