MFA & Verification Issues

How to Change Microsoft Account Verification from a Landline

Emma Brown Oct 15, 2026 869 views

Question details

The user needs to change their Microsoft account verification phone number because the multi-factor authentication (MFA) code is being sent to a landline that cannot receive SMS text messages.

How to Change Microsoft Account Verification Sent to a Landline

Product: Microsoft Account / Microsoft 365
Device & OS: not provided
Scenario: Logging into a Microsoft account that requires identity verification via multi-factor authentication.
Observed behavior: The authentication prompt defaults to sending a verification code via text message to a registered landline number, preventing successful login because the landline cannot process SMS.

Before you start

Determine whether you are using a personal Microsoft account or a work/school account managed by an organization, as the process to update authentication methods differs significantly between the two.

Solution 1Recommended

Update Verification Methods via Microsoft Entra ID (Work or School Accounts)

If your account is managed by an organization, your IT administrator must update your authentication methods in the admin center to replace the landline with a mobile number.

End-users often do not have permission to change primary MFA numbers if they are locked out. An IT administrator with access to the Microsoft 365 or Microsoft Entra admin center must perform these steps.

Log into the Admin Center

Have your administrator log into the Microsoft admin center at admin.microsoft.com using their administrator credentials.

Navigate to Microsoft Entra ID

Click on 'Show all' in the left-hand navigation menu, select 'Microsoft Entra ID', and then click on 'Users'.

Select the User Account

Search for the specific user account experiencing the landline MFA issue and click on their profile.

Edit Authentication Methods

Select 'Authentication methods' from the user's profile menu. Click the three dots (...) next to the registered landline contact, and select 'Edit'.

Update Contact Info and Save

Change the contact information to a valid mobile number capable of receiving SMS texts, and click 'Save'.

Update Verification Methods via Microsoft Entra ID (Work or School Accounts)

Administrator Rights Required: Public Microsoft support cannot bypass organizational identity verification policies. You must contact your workplace or school IT helpdesk if you do not have admin permissions.

Solution 2

Update Security Info for Personal Microsoft Accounts

Change your verification phone number through your Microsoft account security settings if you are using a personal account (e.g., Outlook.com, Hotmail, Xbox).

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Frequently Asked Questions

Can I receive an automated voice call for Microsoft MFA on my landline?

Yes, Microsoft supports phone call verification for MFA. If your organization's admin has enabled voice calls, you can select 'Call me' instead of 'Text me' at the login prompt to receive an automated voice call with your verification code.

What happens if I am completely locked out of my personal Microsoft account?

If you cannot access any of your verification methods and do not have an alternate email set up, you will need to use the Microsoft Account Recovery form online. You will be asked to provide detailed account information to verify your identity, a process that can take up to 30 days.

Can an end-user change their own work account MFA number if they are already logged in?

Yes. If you are currently logged in on a trusted device and have access to the 'My Security Info' page (mysignins.microsoft.com), you can add, update, or delete your own authentication methods without needing an administrator, provided your organization's security policies permit it.

Login & Account Issues