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Applies to Product - Power Pages


What’s happening?
Users located in the Philippines are encountering an error message when attempting to verify their phone numbers during the sign-in process for a specific portal. The error message states: "The phone number you provided is unreachable." This has affected multiple users who were previously able to verify their phone numbers without any problems.


Reason:
The underlying cause of this is related to the phone numbers being flagged with a "Bad Reputation," which prevents successful verification for Multi-Factor Authentication (MFA). This situation has been confirmed by backend engineers who noted that the affected users are unable to verify their MFA due to this reputation issue.


Resolution:

  1. Affected users should re-register for the portal and set up MFA again from scratch. This process has been reported to resolve this for some users.
  2. If the problem persists, it is recommended to check if the phone numbers are associated with any known issues or blocks. Users may need to provide a list of countries to be unblocked and consent to the associated risks.
  3. For further assistance, users can refer to the following resources:
  4. Azure B2C Phone Number Has Bad Reputation Blocking
  5. Azure B2C Unblock Phone Number
If additional troubleshooting is required, users should collect sign-in logs and network traces as instructed and upload them for further analysis.