This browser is no longer supported.
Upgrade to Microsoft Edge to take advantage of the latest features, security updates, and technical support.
![](data:image/svg+xml, %3Csvg xmlns='http://www.w3.org/2000/svg' height='64' class='font-weight-bold' style='font: 600 30.11764705882353px "SegoeUI", Arial' width='64'%3E%3Ccircle fill='hsl(275.2, 23%, 36%)' cx='32' cy='32' r='32' /%3E%3Ctext x='50%25' y='55%25' dominant-baseline='middle' text-anchor='middle' fill='%23FFF' %3EAG%3C/text%3E%3C/svg%3E)
I am trying to assist with signing in to an employee’s email account, but we are encountering an issue that prevents the user from sending messages or making calls.
The following error details are displayed during sign‑in:
The system also suggests enabling “Flag sign‑in errors for review”. If assistance is required, flagging should be enabled and the sign‑in attempt reproduced within 20 minutes so the event can be captured and reviewed by administrators.
Microsoft 365 features that help users manage their subscriptions, account settings, and billing information.
Hello, I do not need to remove Multi-Factor Authentication. I only want to remove the requirement to authenticate via SMS or phone call.
![](data:image/svg+xml, %3Csvg xmlns='http://www.w3.org/2000/svg' height='64' class='font-weight-bold' style='font: 600 30.11764705882353px "SegoeUI", Arial' width='64'%3E%3Ccircle fill='hsl(153.6, 13%, 24%)' cx='32' cy='32' r='32' /%3E%3Ctext x='50%25' y='55%25' dominant-baseline='middle' text-anchor='middle' fill='%23FFF' %3EDN%3C/text%3E%3C/svg%3E)
Thank you for the clarification.
To advise you correctly, could you please confirm whether you are an end user or a Global Administrator for your tenant?
If you are an end user, changes to authentication methods must be performed by your organization’s IT administrator. In this case, please contact your IT admin to remove the SMS or phone call authentication requirement.
If you are an administrator, you can remove these authentication methods by following the steps below:
Please let me know your role so I can assist you further if needed.
Hello @Abdulrahman Gamal Sayed,
Based on the error information you shared, this issue indicates a problem related to Multi‑Factor Authentication (MFA). In this situation, the affected user will not be able to fully sign in or use services until their MFA configuration is reset.
To resolve this, please ask someone with IT administrator permissions in your tenant to revoke and require re‑registration of the user’s MFA settings. The IT admin can do this by following the steps below:
Once this is completed, the user will be prompted to set up MFA again during their next sign‑in, allowing them to reconfigure Microsoft Authenticator correctly.
You may also share the following Microsoft documentation with your IT administrator for reference: Manage authentication methods for Microsoft Entra multifactor authentication - Microsoft Entra ID |…
If there are any updates after the MFA reset is completed, or if you need further assistance, please let me know and I’ll be happy to help.
Best regards,
Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.