双因素验证以及工作或学校帐户的常见问题Common problems with two-factor verification and your work or school account

有一些常见的双因素验证问题,似乎发生得比我们任何一个人预期得都要频繁。There are some common two-factor verification problems that seem to happen more frequently than any of us would like. 我们编写了这篇文章,以介绍最常见问题的修复方法。We've put together this article to describe fixes for the most common problems.

Azure Active Directory (Azure AD) 组织可以为你的帐户启用双重验证。Your Azure Active Directory (Azure AD) organization can turn on two-factor verification for your account. 当启用了双重验证时,帐户登录需要以下数据的组合:When two-factor verification is on, your account sign-in requires a combination of the following data:

  • 您的用户名Your user name
  • 你的密码Your password
  • 移动设备或手机A mobile device or phone

双重验证比单纯使用密码更安全,因为双重验证需要你知道的事情和拥有的物品。 Two-factor verification is more secure than just a password, because two-factor verification requires something you know plus something you have. 黑客没有你的实体电话。No hacker has your physical phone.

重要

如果你是管理员,可以在 Azure AD 文档中详细了解如何创建和管理 Azure AD 环境。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.

此内容可以帮助你解决工作或学校帐户出现的问题,该帐户是由组织提供给你的帐户(例如 dritan@contoso.com)。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). 如果在个人 Microsoft 帐户(即你为自己设置的帐户,例如 danielle@outlook.com)上遇到双重验证问题,请参阅为你的 Microsoft 帐户启用或禁用双重验证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.

我没有随身携带移动设备I don't have my mobile device with me

这种情况确实会发生。It happens. 你把移动设备落在家里了,所以现在无法使用电话来验证你的身份。You left your mobile device at home, and now you can't use your phone to verify who you are. 你以前可能添加了登录到帐户的备用方法,例如通过你的办公电话登录。Maybe you previously added an alternative method to sign in to your account, such as through your office phone. 如果是这样,你现在可以使用这种备用方法。If so, you can use this alternative method now. 如果你从未添加备用验证方法,可以联系组织的支持人员以寻求帮助。If you never added an alternative verification method, you can contact your organization's Help desk for assistance.

使用另一种验证方法登录你的工作或学校帐户的具体步骤To sign in to your work or school account using another verification method

  1. 正常登录帐户,但选择“双因素验证”页上的“使用另一种方式登录”链接。Sign in to your account but select the Sign in another way link on the Two-factor verification page.

    更改登录验证方法

    如果没有看到“用其他方法登录”链接,这表示尚未设置其他验证方法。If you don't see the Sign in another way link, it means that you haven't set up any other verification methods. 必须联系管理员,获取登录帐户的帮助。You'll have to contact your administrator for help signing into your account.

  2. 选择备用验证方法,然后继续进行双因素验证流程。Choose your alternative verification method, and continue with the two-factor verification process.

我无法禁用双因素验证I can't turn two-factor verification off

  • 如果你是将双重验证用于工作或学校帐户,那么这很可能意味着你的组织已决定你必须使用这一附加的安全功能。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. 无法单独将其关闭。There is no way for you to individually turn it off.

如果无法禁用双因素验证,也可能是因为在组织级别应用了安全默认值。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. 若要详细了解安全默认值,请参阅什么是安全默认值?For more information about security defaults, see What are security defaults?

我的设备丢失或被盗My device was lost or stolen

如果移动设备丢失或被盗,可以执行以下任一操作:If you've lost or had your mobile device stolen, you can take either of the following actions:

  • 使用其他方法登录。Sign in using a different method.
  • 请求组织的支持人员清除你的设置。Ask your organization's Help desk to clear your settings.

如果你的电话丢失或被盗,强烈建议你告知组织的支持人员。We strongly recommend letting your organization's Help desk know if your phone was lost or stolen. 支持人员可以对你的帐户进行相应更新。The Help desk can make the appropriate updates to your account. 在你的设置清除后,系统会在你下次登录时提示注册双因素验证After your settings are cleared, you'll be prompted to register for two-factor verification the next time you sign in.

我没有收到发送到我的移动设备的验证码I'm not receiving the verification code sent to my mobile device

收不到验证码是一个常见问题。Not receiving your verification code is a common problem. 此问题通常与移动设备及其设置相关。The problem is typically related to your mobile device and its settings. 下面是可以尝试的一些操作。Here are some actions you can try.

尝试此操作Try this 指导信息Guidance info
使用 Microsoft 验证器应用或验证码Use the Microsoft authenticator app or Verification codes 你在登录过程中收到“你已达到验证呼叫限制”或“你已达到文本验证码限制”错误消息。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 可能会限制同一用户在短时间内尝试重复身份验证的次数。Microsoft may limit repeated authentication attempts that are perform by the same user in a short period of time. 此限制不适用于 Microsoft Authenticator 或验证码。This limitation does not apply to the Microsoft Authenticator or verification code. 如果你已达到这些限制,则可以使用 Authenticator 应用、验证码或在几分钟后尝试再次登录。If you have hit these limits, you can use the Authenticator App, verification code or try to sign in again in a few minutes.

你在登录期间收到“抱歉,我们无法验证你的帐户”错误消息。You are getting "Sorry, we're having trouble verifying your account" error message during sign-in.

由于失败的语音或短信身份验证尝试次数过多,Microsoft 可能会限制或阻止同一用户、电话号码或组织执行的语音或短信身份验证尝试。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. 如果遇到此错误,可以尝试其他方法,例如 Authenticator 应用或验证码,或者联系管理员获取支持。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.
重启移动设备Restart your mobile device 有时,设备只是需要刷新一下。Sometimes your device just needs a refresh. 重启设备时,将结束所有后台进程和服务。When you restart your device, all background processes and services are ended. 重启还会关闭设备的核心组件。The restart also shuts down the core components of your device. 重启设备时,将刷新任何服务或组件。Any service or component is refreshed when you restart your device.
验证安全信息是否正确无误Verify your security information is correct 确保你的安全验证方法信息是准确的,特别是你的电话号码。Make sure your security verification method information is accurate, especially your phone numbers. 如果你输入了错误的电话号码,那么所有警报都会发送到这一错误号码。If you put in the wrong phone number, all of your alerts will go to that incorrect number. 幸运的是,这名用户无法使用警报执行任何操作,但这也不能帮助你登录帐户。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. 若要确保你的信息正确无误,请参阅管理双因素验证方法设置一文中的说明。To make sure your information is correct, see the instructions in the Manage your two-factor verification method settings article.
验证是否已启用通知Verify your notifications are turned on 请确保移动设备启用了通知。Make sure your mobile device has notifications turned on. 确保允许以下通知模式:Ensure the following notification modes are allowed:

• 电话呼叫• Phone calls
• 身份验证应用• Your authentication app
• 短信应用• Your text messaging app

请确保这些模式创建在你的设备上可见的警报。Ensure these modes create an alert that is visible on your device.
确保设备有信号且已连接 InternetMake sure you have a device signal and Internet connection 确保你的移动设备能够接听电话和接收短信。Make sure your phone calls and text messages are getting through to your mobile device. 让朋友给你打电话和发短信,以确保你都能收到。Have a friend call you and send you a text message to make sure you receive both. 如果接不到电话或收不到短信,请先进行检查,确保你的移动设备已开机。If you don't receive the call or text, first check to make sure your mobile device is turned on. 如果设备已开机,但仍未收到呼叫或电话,则可能是网络有问题。If your device is turned on, but you're still not receiving the call or text, there's probably a problem with your network. 需要与你的提供商联系。You'll need to talk to your provider.
禁用“请勿打扰”Turn off Do not disturb 确保没有在移动设备上启用“请勿打扰”功能。Make sure you haven't turned on the Do not disturb feature for your mobile device. 在此功能启用后,就会禁止在移动设备上发出通知来提醒你。When this feature is turned on, notifications aren't allowed to alert you on your mobile device. 若要了解如何禁用此功能,请参阅移动设备的手册。Refer to your mobile device's manual for instructions about how to turn off this feature.
取消阻止电话号码Unblock phone numbers 在美国,Microsoft 语音呼叫的号码如下:+1 (866) 539 4191、+1 (855) 330 8653 和 +1 (877) 668 6536。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.
检查电池相关设置Check your battery-related settings 如果你已设置电池优化来阻止不太常用的应用在后台保持活动状态,你的通知系统很可能已经受到了影响。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. 请尝试针对你的身份验证应用和消息应用关闭电池优化。Try turning off battery optimization for both your authentication app and your messaging app. 然后再次尝试登录你的帐户。Then try to sign in to your account again.
禁用第三方安全应用Disable third-party security apps 某些手机安全应用会阻止来自未知号码的骚扰短信和电话。Some phone security apps block text messages and phone calls from annoying unknown callers. 安全应用可能会阻止你的手机接收验证码。A security app might prevent your phone from receiving the verification code. 请尝试在电话上禁用任何第三方安全应用,然后请求发送另一个验证码。Try disabling any third-party security apps on your phone, and then request that another verification code be sent.

我没有看到提供第二个验证信息的提示I'm not being prompted for my second verification information

使用你的用户名和密码登录到工作或学校帐户。You sign in to your work or school account by using your user name and password. 接下来,系统会提示你提供其他安全验证信息。Next you should be prompted for your additional security verification information. 如果未出现提示,则可能尚未设置设备。If you are not prompted, maybe you haven't yet set up your device. 必须将移动设备设置为使用特定的附加安全验证方法。Your mobile device must be set up to work with your specific additional security verification method.

你可能尚未设置设备。Maybe you haven't set up your device yet. 必须将移动设备设置为使用特定的附加安全验证方法。Your mobile device has to be set up to work with your specific additional security verification method. 有关使移动设备可以用于你的验证方法的步骤,请参阅管理双重验证方法设置For the steps to make your mobile device available to use with your verification method, see Manage your two-factor verification method settings. 如果你知道自己还没有设置设备或帐户,可以按照为我的帐户设置双重验证一文中的步骤操作。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.

我有新的电话号码,我想添加它I have a new phone number and I want to add it

如果你有了新的电话号码,则需要更新安全验证方法的详细信息。If you have a new phone number, you'll need to update your security verification method details. 这让我们可以将验证提示发送到正确的位置。This enables your verification prompts to go to the right location. 若要更新验证方法,请按照更改双重验证方法设置一文中的“添加或更改你的电话号码”部分所述步骤操作。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.

我有新的移动设备,我想添加它I have a new mobile device and I want to add it

如果你有了新的移动设备,需要对其进行设置以允许使用双重验证。If you have a new mobile device, you'll need to set it up to work with two-factor verification. 这是一个多步骤的解决方案:This is a multi-step solution:

  1. 按照为我的帐户设置双重验证一文中的步骤操作,将设备设置为使用你的帐户。Set up your device to work with your account by following the steps in the Set up my account for two-step verification article.

  2. 在“附加安全验证”页中,更新你的帐户和设备信息。Update your account and device information in the Additional security verification page. 通过删除旧设备并添加新设备来执行更新。Perform the update by deleting your old device and adding your new one. 有关详细信息,请参阅更改双因素验证方法设置一文。For more information, see the Manage your two-factor verification method settings article.

可选步骤:Optional steps:

旅行时,我在移动设备上登录时遇到问题I'm having problems signing in on my mobile device while traveling

你可能会发现,当你身处国外时,使用与移动设备相关的验证方法(比如短信)会更加困难。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. 你的移动设备还可能会导致产生漫游费用。It's also possible that your mobile device can cause you to incur roaming charges. 对于这种情况,建议使用带有连接到 Wi-Fi 热点的选项的 Microsoft Authenticator 应用。For this situation, we recommend you use the Microsoft Authenticator app, with the option to connect to a Wi-Fi hot spot.

我无法禁用双重验证I can't turn off two-factor verification

如果你是将双因素验证用于工作或学校帐户(例如 alain@contoso.com),那么这很可能意味着你的组织已决定必须使用这一附加的安全功能。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. 由于你的组织已决定你必须使用此功能,因此无法单独将其关闭。Because your organization has decided you must use this feature, there is no way for you to individually turn it off. 不过,如果你是将双因素验证用于个人帐户(如 alain@outlook.com),则可以启用和禁用此功能。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. 有关如何控制个人帐户的双因素验证的说明,请参阅为你的 Microsoft 帐户启用或禁用双因素验证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.

如果无法禁用双因素验证,也可能是因为在组织级别应用了安全默认值。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. 若要详细了解安全默认值,请参阅什么是安全默认值?For more information about security defaults, see What are security defaults?

我找不到问题的解答I didn't find an answer to my problem

如果已尝试这些步骤,但仍遇到问题,请联系你组织的支持人员来获取帮助。If you've tried these steps but are still running into problems, contact your organization's Help desk for assistance.