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7 Replies

  • AIDavid's avatar
    AIDavid
    Copper Contributor

    Jill an issue with a mismatch with my founder and myself on the portal. they asked he verify his identity with authenticator. He has done this twice now and we are still rejected. what can I do? I am the msft admin for our company. I sent you a message on lnkdin

     

    • JillArmourMicrosoft's avatar
      JillArmourMicrosoft
      Icon for Community Manager rankCommunity Manager

      AIDavid​ I would submit a support ticket (see below); I don't know anything about that process as I am not part of the authentication team. My LinkedIn account is for personal use, not business so I wouldn't respond there sorry! :)

      I found this on google search: Troubleshoot problems with Microsoft Authenticator - Microsoft Support

      I also asked copilot and this is what came back: 

      You can find support for Microsoft Authenticator on the official Microsoft Support page here. If you're looking to download the app or need FAQs, check out this page for installation details and this page for frequently asked questions. 

      ----------------------------------------------------------------------------------------------------

      here are a few things you can try to resolve the mismatch issue:

      Steps to troubleshoot:

      1. Check the Admin Center:
      2. Confirm Multi-Factor Authentication (MFA) Settings:
        • Go to Azure AD > Security > MFA and check if the founder’s account is correctly enrolled.
        • Ensure that the authentication method (Authenticator app, phone number, etc.) is properly set up.
      3. Check Conditional Access Policies:
        • If your company has Conditional Access policies enabled, they might be blocking authentication.
        • Go to Azure AD > Security > Conditional Access and review any policies that might be affecting the founder’s login.
      4. Reset the Founder’s MFA Enrollment:
        • As an admin, you can reset MFA for the founder’s account:
          • Go to Microsoft Entra Admin Center
          • Find the founder’s account under Users
          • Click Authentication Methods and reset MFA enrollment.
          • Ask the founder to re-register with Microsoft Authenticator.
      5. Check for Account Lockout or Sync Issues:
        • If the founder’s account is locked due to multiple failed attempts, you may need to unlock it in Azure AD.
        • If your company uses Hybrid AD (on-premises sync), check Azure AD Connect for sync errors.
      6. Try an Alternative Verification Method:
        • If Authenticator keeps failing, try verifying via SMS or email instead.
        • You can temporarily disable MFA for the founder and re-enable it after successful login.

      Next Steps if the Issue Persists:

  • Perassolli looks like others are having the same issue. I would recommend submitting a support ticket for help. in this post on Microsoft Learn it tells you specifics on what to select, I don't know if those are correct or not. 

     

    I hope that helps? If you figure out a solution, will you come back to this string and let us know how you fixed it? 

     

    Thank you for being part of the community! - jill

     

     

    • Perassolli's avatar
      Perassolli
      Copper Contributor
      Hi thanks for you repply, but i have a ticket opened withou answer: 2407250040010085.
    • JillArmourMicrosoft's avatar
      JillArmourMicrosoft
      Icon for Community Manager rankCommunity Manager

      Perassolli are you the global admin for your account? Maybe you need to be one to have the permissions? I'm guessing here, but maybe worth looking into? MartijnElfers do you know anything about this type of thing by chance? 

       

      Thanks in advance! 

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