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There are some common two-factor verification problems that seem to happen more frequently than any of us would like. We've put together this article to describe fixes for the most common problems.

I graduated in Dec 2020, how long do I have before things get deleted from my OneDrive account. Can I renew and pay for my subscription? Press J to jump to the feed. Press question mark to learn the rest of the keyboard shortcuts. Chart alignment: McGill maths edition. Duke outlook 365,office 365 mso,office 365 azure,office e1,365 0ffice,office 365 ebay,microsoft business premium,o365 sharepoint,outlook cognizant 365,o365 pricing,office 2016 versions,usc outlook 365,sync outlook contacts with android,365 business premium,ms office 365 home,microsoft teams office 365,office 365 a1 for faculty,o9ffice 365,office 365 lo,microsoft office 365 business essentials. Office 365 is a cloud-based package of services from Microsoft including email, web communications, file storage and file sharing. Microsoft maintains and supports the infrastructure, and continually makes enhancements to features. With Office 365 we are able to provide enterprise-level cloud services, while saving costs to the university. Log in to the McGill Office 365 portal Components of.

Your Azure Active Directory (Azure AD) organization can turn on two-factor verification for your account. When two-factor verification is on, your account sign-in requires a combination of the following data:

Your user name
Your password
A mobile device or phone

Two-factor verification is more secure than just a password, because two-factor verification requires something you know plus something you have. No hacker has your physical phone.

Important

If you're an administrator, you can find more information about how to set up and manage your Azure AD environment in the Azure AD documentation.

This content can help you with your work or school account, which is the account provided to you by your organization (for example, dritan@contoso.com). If you're having problems with two-factor verification on a personal Microsoft account, which is an account that you set up for yourself (for example, danielle@outlook.com), see Turning two-factor verification on or off for your Microsoft account.

I don't have my mobile device with me

It happens. You left your mobile device at home, and now you can't use your phone to verify who you are. Maybe you previously added an alternative method to sign in to your account, such as through your office phone. If so, you can use this alternative method now. If you never added an alternative verification method, you can contact your organization's Help desk for assistance.

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To sign in to your work or school account using another verification method

Sign in to your account but select the Sign in another way link on the Two-factor verification page.
If you don't see the Sign in another way link, it means that you haven't set up any other verification methods. You'll have to contact your administrator for help signing into your account.
Choose your alternative verification method, and continue with the two-factor verification process.

I can't turn two-factor verification off

If you're using two-factor verification with a personal account for a Microsoft service, like alain@outlook.com, you can turn the feature on and off.
If you're using two-factor verification with your work or school account, it most likely means that your organization has decided you must use this added security feature. There is no way for you to individually turn it off.

If you can't turn off two-factor verification, it could also be because of the security defaults that have been applied at the organization level. For more information about security defaults, see What are security defaults?

My device was lost or stolen

If you've lost or had your mobile device stolen, you can take either of the following actions:

Sign in using a different method.
Ask your organization's Help desk to clear your settings.

We strongly recommend letting your organization's Help desk know if your phone was lost or stolen. The Help desk can make the appropriate updates to your account. After your settings are cleared, you'll be prompted to register for two-factor verification the next time you sign in.

I'm not receiving the verification code sent to my mobile device

Not receiving your verification code is a common problem. The problem is typically related to your mobile device and its settings. Here are some actions you can try.

Try this	Guidance info
Use the Microsoft authenticator app or Verification codes	You are getting “You've hit our limit on verification calls” or “You’ve hit our limit on text verification codes” error messages during sign-in. Microsoft may limit repeated authentication attempts that are perform by the same user in a short period of time. This limitation does not apply to the Microsoft Authenticator or verification code. If you have hit these limits, you can use the Authenticator App, verification code or try to sign in again in a few minutes. You are getting 'Sorry, we're having trouble verifying your account' error message during sign-in. Microsoft may limit or block voice or SMS authentication attempts that are performed by the same user, phone number, or organization due to high number of failed voice or SMS authentication attempts. If you are experiencing this error, you can try another method, such as Authenticator App or verification code, or reach out to your admin for support.
Restart your mobile device	Sometimes your device just needs a refresh. When you restart your device, all background processes and services are ended. The restart also shuts down the core components of your device. Any service or component is refreshed when you restart your device.
Verify your security information is correct	Make sure your security verification method information is accurate, especially your phone numbers. If you put in the wrong phone number, all of your alerts will go to that incorrect number. Fortunately, that user won't be able to do anything with the alerts, but it also won't help you sign in to your account. To make sure your information is correct, see the instructions in the Manage your two-factor verification method settings article.
Verify your notifications are turned on	Make sure your mobile device has notifications turned on. Ensure the following notification modes are allowed: • Phone calls • Your authentication app • Your text messaging app Ensure these modes create an alert that is visible on your device.
Make sure you have a device signal and Internet connection	Make sure your phone calls and text messages are getting through to your mobile device. Have a friend call you and send you a text message to make sure you receive both. If you don't receive the call or text, first check to make sure your mobile device is turned on. If your device is turned on, but you're still not receiving the call or text, there's probably a problem with your network. You'll need to talk to your provider. If you often have signal-related problems, we recommend you install and use the Microsoft Authenticator app on your mobile device. The authenticator app can generate random security codes for sign-in, without requiring any cell signal or Internet connection.
Turn off Do not disturb	Make sure you haven't turned on the Do not disturb feature for your mobile device. When this feature is turned on, notifications aren't allowed to alert you on your mobile device. Refer to your mobile device's manual for instructions about how to turn off this feature.
Unblock phone numbers	In the United States, voice calls from Microsoft come from the following numbers: +1 (866) 539 4191, +1 (855) 330 8653, and +1 (877) 668 6536.
Check your battery-related settings	If you set your battery optimization to stop less frequently used apps from remaining active in the background, your notification system has probably been affected. Try turning off battery optimization for both your authentication app and your messaging app. Then try to sign in to your account again.
Disable third-party security apps	Some phone security apps block text messages and phone calls from annoying unknown callers. A security app might prevent your phone from receiving the verification code. Try disabling any third-party security apps on your phone, and then request that another verification code be sent.

I'm not being prompted for my second verification information

You sign in to your work or school account by using your user name and password. Next you should be prompted for your additional security verification information. If you are not prompted, maybe you haven't yet set up your device. Your mobile device must be set up to work with your specific additional security verification method.

Maybe you haven't set up your device yet. Your mobile device has to be set up to work with your specific additional security verification method. For the steps to make your mobile device available to use with your verification method, see Manage your two-factor verification method settings. If you know that you haven't set up your device or your account yet, you can follow the steps in the Set up my account for two-step verification article.

I have a new phone number and I want to add it

If you have a new phone number, you'll need to update your security verification method details. This enables your verification prompts to go to the right location. To update your verification method, follow the steps in the Add or change your phone number section of the Manage your two-factor verification method settings article.

I have a new mobile device and I want to add it

If you have a new mobile device, you'll need to set it up to work with two-factor verification. This is a multi-step solution:

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Set up your device to work with your account by following the steps in the Set up my account for two-step verification article.
Update your account and device information in the Additional security verification page. Perform the update by deleting your old device and adding your new one. For more information, see the Manage your two-factor verification method settings article.

Optional steps:

Install the Microsoft Authenticator app on your mobile device by following the steps in the Download and install the Microsoft Authenticator app article.
Turn on two-factor verification for your trusted devices by following the steps in the Turn on two-factor verification prompts on a trusted device section of the Manage your two-factor verification method settings article.

I'm having problems signing in on my mobile device while traveling

You might find it more difficult to use a mobile device-related verification method, like a text messaging, while you're in an international location. It's also possible that your mobile device can cause you to incur roaming charges. For this situation, we recommend you use the Microsoft Authenticator app, with the option to connect to a Wi-Fi hot spot. For more information about how to set up the Microsoft Authenticator app on your mobile device, see the Download and install the Microsoft Authenticator app article.

I can't get my app passwords to work

App passwords replace your normal password for older desktop applications that don't support two-factor verification. First, make sure you typed the password correctly. If that doesn't fix it, try creating a new app password for the app. Do this by following the steps in the Create and delete app passwords using the My Apps portal section of the Manage app passwords for two-step verification article.

I can't turn off two-factor verification

If you're using two-factor verification with your work or school account (for example, alain@contoso.com), it most likely means that your organization has decided you must use this added security feature. Because your organization has decided you must use this feature, there is no way for you to individually turn it off. If, however, you're using two-factor verification with a personal account, like alain@outlook.com, you have the ability to turn the feature on and off. For instructions about how to control two-factor verification for your personal accounts, see Turning two-factor verification on or off for your Microsoft account.

I didn't find an answer to my problem

If you've tried these steps but are still running into problems, contact your organization's Help desk for assistance.

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Eligibility: If you have fewer than 25 licenses assigned to users, you can cancel your Microsoft 365 for business trial or paid subscription online in the Microsoft 365 admin center at any time. If you have more than 25 licenses assigned to users, reduce it to less than 25 or call support to cancel your subscription.

Refund: Any prorated credit will be returned to you within the next billing cycle.

Note

If you have multiple subscriptions to the same product, such as Microsoft 365 Business Premium, canceling one of them will not impact the purchased licenses or services inside the other subscriptions.

Before you begin

You must be a Global or Billing admin to do the tasks in this article. For more information, see About admin roles.

Steps to cancel your subscription

If you added your own domain name to use with your subscription, you must remove the domain before you cancel your subscription. For more information, see Remove a domain.

In the admin center, go to the Billing > Your products page.
Find the subscription that you want to cancel. Select More actions (three dots), then select Cancel subscription.
In the Cancel subscription pane, choose a reason why you're canceling. Optionally, provide any feedback.
Select Save.

Your subscription now appears in a Disabled state, and has reduced functionality until it's deleted. For more information about what you can expect when a paid Microsoft 365 for business subscription is canceled, see What happens to my data and access when my Microsoft 365 for business subscription ends?

Note

If you explicitly delete a subscription, then it skips the Expired and Disabled stages and the SharePoint Online data and content, including OneDrive, is deleted immediately.

In the admin center, go to the Billing > Your products page.

In the admin center, go to the Billing > Your products page.

Select the Products tab.
Find the subscription that you want to cancel. Select More actions (three dots), then select Cancel subscription.
In the Cancel subscription pane, choose a reason why you're canceling. Optionally, provide any feedback.
Select Save.

What happens when you cancel a subscription

If you cancel a subscription before the end of your term, the subscription status moves directly into a disabled state. For most subscriptions, in most countries and regions, the disabled state lasts 90 days. Admins can still access and back up data for their organization while the subscription is in the disabled state, but we recommend that admins back up their data before they cancel a subscription, especially if it's their only subscription. Admins can also reactivate the subscription while it's in the disabled state.

After 90 says, the subscription moves into the deleted state. Any data that you leave behind may be deleted after those 90 days is deleted no later than 180 days after cancellation. You can't remove a payment method from a canceled subscription until after it reaches the deleted state.

What to expect for you and your users if you cancel a subscription

Admin access Admins can still sign in and access the admin center, and buy other subscriptions as needed. As a global or billing admin, you have 90 days to reactivate the subscription with all data intact.
User access Your users won't be able to use services like OneDrive for Business, or access customer data like email or documents on team sites. Office applications, like Word and Excel, will eventually move into a read-only, reduced functionality mode and display Unlicensed Product notifications.

To learn more, see What happens to my data and access when my subscription ends?

Important

If you want your subscription data to be deleted before the typical Disabled period is over, you can close your account.

Other steps you might have to take

Change custom domain settings

If you use a custom domain with your subscription, there are a few extra steps that you must do before you can cancel your subscription. If you don't have a custom domain, you can skip ahead to Save your data.

Change your domain nameserver records (if needed)

If you set up a custom domain, you added DNS records so the domain would work with Microsoft 365 services. Before you remove your domain, be sure to update the DNS records, such as your domain MX record, at your DNS host.

For example, change the MX record at your DNS host. Email sent to your domain stops coming to your Microsoft address and goes to your new email provider instead. (An MX record determines where email for your domain is sent.)

If your nameserver (NS) records are pointing to Microsoft 365 nameservers, changes to your MX record don't take effect until you change your NS records to point to your new DNS host (see Step 2).
Before you update the MX record, let your users know the date you plan to switch their email, and the new email provider you plan to use. Also, if your users want to move their existing Microsoft email to the new provider, they must take extra steps.
On the day you change the MX record, follow the rest of the steps in this article.

Update your domain MX and other DNS records (if you're using a custom domain)

If you switched your nameserver (NS) records to Microsoft 365 when you set up your domain, you must set up or update your MX record and other DNS records at the DNS host you plan to use, and then change your NS record to that DNS host.

If you didn't switch NS records when you set up your domain, when you change the MX record, your mail starts going to the new address right away.

To change your NS records, see Remove a domain.

Save your data

When the cancellation becomes effective, your users lose access to their data. Before you cancel the subscription, have them save their OneDrive for Business or SharePoint Online files to another location. Any customer data that you leave behind might be deleted after 30 days, and is deleted no later than 180 days after cancellation.

To move email, contacts, tasks, and calendar information to another account, see Export or backup email, contacts, and calendar to an Outlook .pst file.
To save a document library or list content (such as contacts) from a SharePoint Online environment (OneDrive for Business or team sites) to file shares or to a local computer, see Manual migration of SharePoint Online content.

Uninstall Office (optional)

If you canceled your subscription, and didn't move users to a different subscription that includes Microsoft 365, Microsoft 365 runs in reduced functionality mode. When this happens, users can only read and print documents, and Microsoft 365 applications display Unlicensed Product notifications. To avoid any confusion, have your users uninstall Office from their machines.

Next steps

If you want to completely close your account with Microsoft, see Close your account.

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Renew your subscription (article)
Reactivate your subscription (article)
Move users to a different subscription (article)

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