How can I reset a user’s MFA after they’ve changed phones?

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Asked By CuriousCat123 On

I have a user who is stuck because her MFA setup is on an old phone. When she tries to sign in, it asks for the 2-digit code from her Authenticator app, but she no longer has access to that app since she got a new phone. I would typically just use the option in Entra to make users provide their contact methods again, but in this case, that doesn't seem to work at all. Is there a way to force a reset of her MFA?

3 Answers

Answered By AdminExpert77 On

I’ve encountered similar issues, and while I’m not super familiar with the specific checkbox you're talking about, the option that requires users to re-register their authentication methods under their profile has worked every time for me.

Answered By TechGuru42 On

You'll need to delete the MFA settings for that user first before you can prompt them to set it up again. Alternatively, you could create an MFA bypass group for this user. Just make sure to remove her from that group after a day so the Microsoft servers have time to sort things out.

Answered By HelperBee99 On

Try having the user follow this link after clicking the setup button in Entra: aka.ms/mfasetup. Also, it might be helpful to revoke all sessions from the Entra portal as part of the process.

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