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User in Thailand is not able to use the phone number for MFA setup

Poonam Yadav 0 Reputation points
2025-11-20T18:22:03.6366667+00:00

A user is based out in Thailand (Country code 66) and is getting repeated errors while setting up the MFA. We tried removing the extra "0" from the number but still the same issue

Problem: When trying to add a mobile number for SMS or call verification in Microsoft Authenticator, the process fails with the error message: “We ran into a problem. Please try again.”

Correlation ID Example: 311ee978-0970-4219-bdce-3ba859c3c777 Timestamp: 2025-11-20T10:00:05Z

When we enter a different number from s different country, it works fine
Please advise

Moved from Microsoft 365 and Office | Other

Microsoft Security | Microsoft Authenticator
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  1. Aron 7,085 Reputation points Independent Advisor
    2025-11-20T19:43:57.9333333+00:00

    Hi, I understand how inconvenient this can be when you’re trying to set up MFA and it just won’t go through.

    The issue usually comes down to the phone number format or regional restrictions.

    Microsoft requires numbers to be in E.164 format, which means for Thailand it should look like +66 812345678 no leading zero, no dashes, and no extra spaces.

    If you’ve already tried that and it still fails, it could be that SMS or voice verification for Thailand is restricted in your tenant or the carrier is flagged for security reasons.

    Here’s what I suggest: double-check the format, try another Thai number if possible, and let me know if the error persists.

    If it does, I’ll need to confirm whether your tenant has telephony MFA enabled for Thailand and check if the number might be blocked.

    Can you share if other Thai numbers work or if this happens only with one specific number?

    Regards,
    Aron

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