MFA & Verification Issues

How to Add an Alternative Sign-In Verification Method in Microsoft Entra

Adam Davis Oct 9, 2026 869 views

Question details

An administrator needs to configure an alternative authentication method, such as text messaging, for a user who can no longer access their Microsoft Authenticator app.

Add an Alternative Sign-In Verification Method in Microsoft Entra

Product: Microsoft Entra
Device & OS: not provided
Scenario: An organization user is locked out due to an inaccessible authenticator app, requiring an administrator to manually update their multi-factor authentication (MFA) methods.
Observed behavior: The user is unable to sign in using their primary Microsoft Authenticator verification method and requires a fallback option to regain access to their account.

Before you start

Ensure you have sufficient administrator privileges (such as Authentication Administrator or Global Administrator) in the Microsoft Entra admin center, and verify that your organization's authentication policy permits alternative methods like SMS or voice calls.

Solution 1Recommended

Update User Authentication Methods via Entra Admin Center

Administrators can directly manage a user's sign-in methods by removing the inaccessible authenticator and adding a new phone number through the Entra admin center.

This process allows administrators to restore access for users who have lost their device or accidentally deleted their Microsoft Authenticator app. Note that the available fallback methods depend entirely on the organization's overarching authentication policies.

Access the Microsoft Entra admin center

Navigate to the Users section

In the left-hand navigation pane, go to 'Identity', expand the 'Users' menu, and click on 'All users'.

Locate and select the user

Use the search bar to find the user experiencing sign-in issues, then click on their display name to open their profile.

Open Authentication methods

In the user's profile menu on the left, click on 'Authentication methods' under the Manage section.

Add the alternative method

If permitted, remove the unavailable Microsoft Authenticator method. Then, click 'Add authentication method', select 'Phone number' from the dropdown, input the user's phone number, and save the changes.

Update User Authentication Methods via Entra Admin Center

Policy Restrictions: If the 'Phone number' option is greyed out or missing, your organization's Authentication methods policy currently restricts SMS and voice call verification. You will need to adjust the global policy first.

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Frequently Asked Questions

Why can't I add a phone number as an authentication method?

If you cannot add a phone number, your organization's global Authentication methods policy likely restricts text messaging or voice calls. A Global Administrator must enable these options in the Entra admin center before they can be assigned to individual users.

Can users update their own verification methods?

Yes, if a user can still sign in using at least one configured method, they can navigate to their Microsoft account 'Security info' page to manage their own sign-in methods. If they are completely locked out, an administrator must intervene.

How do I force a user to re-register for MFA?

In the Microsoft Entra admin center, go to the user's 'Authentication methods' page and click 'Require re-register MFA'. This action will prompt the user to set up their multi-factor authentication methods from scratch the next time they attempt to sign in.

Login & Account Issues