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How an Administrator Can Help Set Up Microsoft Authenticator for Users
Question details
A user without cellular service needs to switch their multifactor authentication method from SMS to Microsoft Authenticator using Wi-Fi, which requires administrator assistance.
- Product
- Microsoft Entra ID
- Device & OS
- not provided
- Scenario
- The user needs to authenticate but lacks cellular service for SMS verification, requiring a switch to a Wi-Fi-based authentication method like the Microsoft Authenticator app.
- Observed behavior
- The user is unable to log in via SMS and needs an administrator to reset their authentication methods to register a new verification method over a Wi-Fi connection.
Ensure you are signed in with an account that has Global Administrator or Authentication Administrator privileges in your Microsoft Entra ID tenant before attempting to reset user authentication methods.
Require MFA Re-registration via Microsoft Entra Admin Center
Administrators can clear a user's current multifactor authentication settings, forcing them to register a new method (such as Microsoft Authenticator) upon their next sign-in.
By requiring re-registration, the system ignores the previously configured SMS method. The user can then connect to a Wi-Fi network, sign in, and complete the setup of the Microsoft Authenticator app without needing cellular service.
Sign in to the Microsoft Entra admin center using an account with Global Administrator or Authentication Administrator permissions.
Navigate to 'Identity' > 'Users' > 'All users' in the left-hand navigation menu and search for the user who is experiencing the issue.
Click on the user's name to open their profile, then select 'Authentication methods' from the left-hand menu under the user's specific settings.
Click on 'Require re-register MFA' at the top of the pane. This will clear the user's existing methods and force them to set up their security info again during their next login.
Ask the user to connect to a Wi-Fi network, sign in to their Microsoft 365 account, and follow the on-screen prompts to download and configure the Microsoft Authenticator app.
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Frequently Asked Questions
Can a user change their MFA method from SMS to Microsoft Authenticator without an administrator?
Yes, but only if they can successfully log in first. If they can still sign in using a backup method or temporarily have cellular service, they can go to their Microsoft account 'Security info' page and add Microsoft Authenticator. If they cannot sign in at all, an administrator must reset their methods.
Does the Microsoft Authenticator app work without cellular service?
Yes. The Microsoft Authenticator app can generate time-based one-time passcodes (TOTP) entirely offline. Additionally, if the user is connected to Wi-Fi, they can receive push notifications to approve sign-ins without needing cellular service.
Who has the authority to reset a user's multifactor authentication settings?
In Microsoft Entra ID, users assigned the Global Administrator, Privileged Authentication Administrator, or Authentication Administrator roles have the necessary permissions to reset MFA settings for other users in the tenant.
