How to Fix Microsoft 365 MFA Error When Sending SMS Codes
Question details
The user encounters a request-processing error when Microsoft 365 attempts to send an SMS verification code for multi-factor authentication (MFA).
- Product
- Microsoft 365
- Device & OS
- not provided
- Scenario
- Attempting to log into Microsoft 365 services requiring multi-factor authentication via SMS verification.
- Observed behavior
- The authentication process fails with an error during the SMS code delivery, preventing the user from signing in, even though other users in the same tenant can sign in normally.
Ensure you have administrator access to the Microsoft 365 admin center, as resolving this issue requires checking tenant-level subscription details and user account statuses.
Check and Renew Microsoft 365 Subscription Status
An expired or suspended subscription can cause MFA SMS failures. Verify that the organization's subscription is active.
Often, authentication errors that appear across multiple services like MFA and Outlook on the web (OWA) stem from the overarching subscription status rather than a specific MFA glitch.
Navigate to the Microsoft 365 admin center and sign in using your global administrator credentials.
In the left-hand navigation menu, click on 'Billing' and select 'Your products' or 'Subscriptions'.
Locate the subscription assigned to the affected user. Ensure the status says 'Active'. If the status is 'Expired' or 'Suspended', you will need to renew or reactivate the subscription for the services to function.
Verify User Account is Enabled and Properly Configured
If the subscription is active, the specific user's account may be disabled or incorrectly configured for MFA.
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Frequently Asked Questions
Why am I getting a request-processing error during Microsoft 365 MFA?
This error generally occurs if your Microsoft 365 subscription has expired or been suspended, or if your individual user account has been disabled by the tenant administrator, which cuts off backend access to the SMS verification service.
How can I bypass the SMS MFA error if I urgently need access?
You will need to contact your Microsoft 365 IT administrator. They can either check your subscription status, temporarily disable MFA for your account, or help you register an alternative authentication method like the Microsoft Authenticator app.
Does this MFA error affect Outlook on the web (OWA) as well?
Yes. Because the root cause is usually tied to an expired subscription or a disabled account rather than the MFA mechanism itself, you will face similar authentication errors when trying to log into Outlook on the web or other Microsoft 365 services.
