Multi-Factor Authentication - Troubleshooting Issues

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Overview

There are some common two-factor verification problems that seem to happen more frequently than any of us would like. So we've put together this article to describe fixes for the most common problems.

HCC has turned on Multi-Factor authentication (MFA) verification for your account. When this is turned on, signing into your account now requires a combination of the following data:

  • Your user name
  • Your password
  • A mobile device or phone

MFA verification is more secure than just a password because MFA verification requires something you know plus something you have. For example, no hacker has your physical phone.

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Common Issues:

I don't have my mobile device with me

It happens. You left your mobile device at home, and now you can't use your phone to verify who you are. Maybe you previously added an alternative method to sign in to your account, such as through your office phone. If so, you can use this alternative method now. If you never added an alternative verification method, you can contact HCCLive for assistance.

  1. Sign in to your account but select the Sign-in another way link on the Two-factor verification page.


     
  2. Choose your alternative verification method, and continue with the two-factor verification process.

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I'm not receiving the verification code sent to my mobile device

Not receiving your verification code is a common problem. The problem is typically related to your mobile device and its settings. Here are some actions you can try.

 

Try This Guidance Info
Use the Microsoft authenticator app or Verification codes You are getting “You've hit our limit on verification calls” or “You’ve hit our limit on text verification codes” error messages during sign-in.

Microsoft may limit repeated authentication attempts that are performed by the same user in a short period of time. This limitation does not apply to the Microsoft Authenticator or verification code. If you have hit these limits, you can use the Authenticator App, verification code, or try to sign in again in a few minutes.

You are getting a "Sorry, we're having trouble verifying your account" error message during sign-in.

Microsoft may limit or block voice or SMS authentication attempts that are performed by the same user, or phone number due to a high number of failed voice or SMS authentication attempts. If you are experiencing this error, you can try another method, such as Authenticator App or verification code.
Restart your mobile device Sometimes your device needs a refresh. When you restart your device, all background processes and services are ended. The restart also shuts down the core components of your device. Any service or component is refreshed when you restart your device.
Verify your security information is correct Make sure your security verification method information is accurate, especially your phone numbers. If you put in the wrong phone number, all of your alerts will go to that incorrect number. Fortunately, that user won't be able to do anything with the alerts, but it also won't help you sign in to your account. To make sure your information is correct, see the instructions in the Manage your two-factor verification method settings article.
Verify your notifications are turned on Make sure your mobile device has notifications turned on. Ensure the following notification modes are allowed:

• Phone calls
• Your authentication app
• Your text messaging app

Ensure these modes create an alert that is visible on your device.
Make sure you have a device signal and Internet connection Make sure your phone calls and text messages are getting through to your mobile device. Have a friend call you and send you a text message to make sure you receive both. If you don't receive the call or text, first check to make sure your mobile device is turned on. If your device is turned on, but you're still not receiving the call or text, there's probably a problem with your network. You'll need to talk to your provider. If you often have signal-related problems, we recommend you install and use the Microsoft Authenticator app on your mobile device. The authenticator app can generate random security codes for sign-in without requiring any cell signal or Internet connection.
Turn off Do not disturb Make sure you haven't turned on the Do not disturb feature for your mobile device. When this feature is turned on, notifications aren't allowed to alert you on your mobile device. Refer to your mobile device's manual for instructions about how to turn off this feature.
Unblock phone numbers In the United States, voice calls from Microsoft come from the following numbers: +1 (866) 539 4191, +1 (855) 330 8653, and +1 (877) 668 6536.
Check your battery-related settings If you set your battery optimization to stop less frequently used apps from remaining active in the background, your notification system has probably been affected. Try turning off battery optimization for both your authentication app and your messaging app. Then try to sign in to your account again.
Disable third-party security apps Some phone security apps block text messages and phone calls from annoying unknown callers. A security app might prevent your phone from receiving the verification code. Try disabling any third-party security apps on your phone, and then request that another verification code be sent.

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I'm not being prompted for my second verification information

You sign in to your work or school account by using your user name and password. Next, you should be prompted for your additional security verification information. If you are not prompted, maybe you haven't yet set up your device. Your mobile device must be set up to work with your specific additional security verification method.

Maybe you haven't set up your device yet. Your mobile device has to be set up to work with your specific additional security verification method. For the steps to make your mobile device available to use with your verification method, see Manage your two-factor verification method settings. If you know that you haven't set up your device or your account yet, you can follow the steps in the Set up my account for two-step verification article.

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I have a new phone number, and I want to add it

If you have a new phone number, you'll need to update your security verification method details. This enables your verification prompts to go to the right location. To update your verification method, follow the steps in the Add or change your phone number section of the Manage your two-factor verification method settings article.

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I have a new mobile device, and I want to add it

If you have a new mobile device, you'll need to set it up to work with two-factor verification. This is a multi-step solution:

  1. Set up your device to work with your account by following the steps in the Set up my account for two-step verification article.

  2. Update your account and device information on the Additional security verification page. Perform the update by deleting your old device and adding your new one. For more information, see the Manage your two-factor verification method settings article.

Optional steps:

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I'm having problems signing in on my mobile device while traveling

You might find it more difficult to use a mobile device-related verification method, like text messaging, while you're in an international location. It's also possible that your mobile device can cause you to incur roaming charges. For this situation, we recommend you use the Microsoft Authenticator app, with the option to connect to a Wi-Fi hot spot. For more information about how to set up the Microsoft Authenticator app on your mobile device, see the Download and install the Microsoft Authenticator app article.

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Details

Article ID: 132717
Created
Wed 6/16/21 1:01 PM
Modified
Thu 9/23/21 8:08 AM