Unable to receive verification code via SMS or Call during Microsoft Azure sign-in (School Account)

SHAYNIEEA SHERILLESSA BINTI SHAHRIL AMIR 0 Reputation points
2026-11-01T13:16:48.24+00:00

Hi Microsoft Support,

I am attempting to sign in / sign up for Microsoft Azure using my school/organization account, but I am stuck at the phone verification step.

Here are the details of the issue:

  1. Issue: I am not receiving any verification code, either through SMS text message or phone call.
  2. Account Type: School / Student Account.
  3. Phone Number Status: I have verified that the phone number entered is correct, including the country code (+60), and it is an active physical mobile SIM card (not VoIP).
  4. Troubleshooting Attempted: I tried both "Text me" and "Call me" options, as well as using private/incognito browser mode, but the code still does not arrive.

Could you please assist in checking if there is any block on my account or phone number, or advise on how to complete the identity verification process?

Thank you for your assistance.

Microsoft 365 and Office | Subscription, account, billing | For education | Other
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  1. Hin Vo 1,735 Reputation points Independent Advisor
    2026-11-02T07:08:42.82+00:00

    Hi @SHAYNIEEA SHERILLESSA BINTI SHAHRIL AMIR

    To ensure I fully understand your situation and provide the most effective assistance, I’ll need a few additional details, such as:

    Could you confirm whether the phone verification is being requested during the Microsoft Entra ID (Azure AD) MFA registration process for your school account? Or is it occurring while creating or activating an Azure subscription (for example, Azure for Students)?

    Additionally, have you previously completed MFA registration for this account, or is this your first time setting up MFA?

    Any update would be appreciated.

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  2. AI answer

    2026-11-01T13:18:46.1333333+00:00

    At the Azure identity-check screen, select Malaysia (+60) in the country-code list and enter only the remaining mobile number without typing +60 again; if it is already formatted that way, escalate through Azure subscription support after the carrier and alternate-number checks below.^1^

    1. Check the signup-specific phone requirements

    Because SMS, voice calling, incognito mode, the country code, and a physical SIM have already been tested, do not repeat those attempts.

    Instead, check these remaining requirements:

    • Confirm the number field does not contain a duplicated country code—for example, do not select Malaysia (+60) and also enter a number beginning with +60.
    • Ask the mobile carrier whether the line can receive automated SMS messages and calls originating from United States-based numbers. Azure specifically requires this capability.^2^
    • Ask whether international automated/A2P messages or calls are being blocked by spam or fraud filtering. Carrier-level filtering can drop both SMS and voice traffic after Microsoft hands it to a telecom provider.^3^
    • Avoid repeatedly requesting more codes for now. Repetitive requests can trigger a temporary protection block that prevents further codes from being sent.^4^

    If available, try a different eligible physical mobile number that can receive SMS from US-based numbers. Azure permits a different qualifying number and does not store the verification number as the account’s contact number.^2^

    2. Escalate to Azure subscription support

    If the correctly formatted number and an eligible alternate number both fail, the Azure subscription support team is the appropriate escalation route:

    1. Open Microsoft’s support-request page for users who cannot complete Azure portal access:
      https://support.microsoft.com/oas/?prid=15470
    2. Choose the option related to Azure.
    3. Select Subscription Management as the issue type. A matching Azure signup case confirms that this request is free.^5^
    4. Describe the issue as Azure account/subscription signup – identity verification by phone.
    5. Include:
      • School-account domain, but not the password
      • Country/region and mobile carrier
      • Masked phone number, such as +60 ******1234
      • Approximate timestamps and time zone of failed SMS/call attempts
      • Exact error text
      • Screenshot with personal details obscured
      • Correlation or request ID, only if the signup page displays one

    Do not post the complete phone number or school-account details in a public Q&A thread.

    School IT versus Azure signup support

    Since the school account still works in Microsoft 365 or the school portal, this failure is occurring during Azure subscription signup identity verification, not during normal Microsoft Entra multifactor authentication. Therefore, asking school IT to reset MFA is not the primary resolution.

    School IT becomes relevant only if the account later fails at the ordinary work-or-school sign-in MFA screen or cannot sign in to other school services.

    References

    1. Unable to verify the phone number while creating free azure account - Microsoft Q&A
    2. Troubleshoot issues when you sign up for a new account in the Azure portal
    3. Troubleshoot MFA voice call and SMS problems
    4. Troubleshoot verification code issues for work or school accounts | Microsoft Support
    5. Unable to verify phone number while azure free subscription sign-up - Microsoft Q&A
    AI-generated content may be incorrect. Read our transparency notes for more information.

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