revised sms instances

Author: Justinha

articles/active-directory/authentication/concept-authentication-phone-options.md

@@ -6,7 +6,7 @@ services: active-directory
 ms.service: active-directory
 ms.subservice: authentication
 ms.topic: conceptual
-ms.date: 07/17/2023
+ms.date: 08/23/2023
 
 ms.author: justinha
 author: justinha
@@ -19,16 +19,16 @@ ms.collection: M365-identity-device-management
 
 # Authentication methods in Azure Active Directory - phone options
 
-Microsoft recommends users move away from using SMS or voice calls for multifactor authentication (MFA). Modern authentication methods like [Microsoft Authenticator](concept-authentication-authenticator-app.md) are a recommended alternative. For more information, see [It's Time to Hang Up on Phone Transports for Authentication](https://aka.ms/hangup). Users can still verify themselves using a mobile phone or office phone as secondary form of authentication used for multifactor authentication (MFA) or self-service password reset (SSPR).
+Microsoft recommends users move away from using test messages or voice calls for multifactor authentication (MFA). Modern authentication methods like [Microsoft Authenticator](concept-authentication-authenticator-app.md) are a recommended alternative. For more information, see [It's Time to Hang Up on Phone Transports for Authentication](https://aka.ms/hangup). Users can still verify themselves using a mobile phone or office phone as secondary form of authentication used for multifactor authentication (MFA) or self-service password reset (SSPR).
 
-You can [configure and enable users for SMS-based authentication](howto-authentication-sms-signin.md) for direct authentication using text message. SMS-based sign-in is convenient for Frontline workers. With SMS-based sign-in, users don't need to know a username and password to access applications and services. The user instead enters their registered mobile phone number, receives a text message with a verification code, and enters that in the sign-in interface.
+You can [configure and enable users for SMS-based authentication](howto-authentication-sms-signin.md) for direct authentication using text message. Text messages are convenient for Frontline workers. With test messages, users don't need to know a username and password to access applications and services. The user instead enters their registered mobile phone number, receives a text message with a verification code, and enters that in the sign-in interface.
 
 >[!NOTE]
 >Phone call verification isn't available for Azure AD tenants with trial subscriptions. For example, if you sign up for a trial license Microsoft Enterprise Mobility and Security (EMS), phone call verification isn't available. Phone numbers must be provided in the format *+CountryCode PhoneNumber*, for example, *+1 4251234567*. There must be a space between the country/region code and the phone number.
 
 ## Mobile phone verification
 
-For Azure AD Multi-Factor Authentication or SSPR, users can choose to receive an SMS message with a verification code to enter in the sign-in interface, or receive a phone call.
+For Azure AD Multi-Factor Authentication or SSPR, users can choose to receive a text message with a verification code to enter in the sign-in interface, or receive a phone call.
 
 If users don't want their mobile phone number to be visible in the directory but want to use it for password reset, administrators shouldn't populate the phone number in the directory. Instead, users should populate their **Authentication Phone** at [My Sign-Ins](https://aka.ms/setupsecurityinfo). Administrators can see this information in the user's profile, but it's not published elsewhere.
 
@@ -37,16 +37,18 @@ If users don't want their mobile phone number to be visible in the directory but
 > [!NOTE]
 > Phone extensions are supported only for office phones.
 
-Microsoft doesn't guarantee consistent SMS or voice-based Azure AD Multi-Factor Authentication prompt delivery by the same number. In the interest of our users, we may add or remove short codes at any time as we make route adjustments to improve SMS deliverability. Microsoft doesn't support short codes for countries/regions besides the United States and Canada.
+Microsoft doesn't guarantee consistent text message or voice-based Azure AD Multi-Factor Authentication prompt delivery by the same number. In the interest of our users, we may add or remove short codes at any time as we make route adjustments to improve text message deliverability. Microsoft doesn't support short codes for countries/regions besides the United States and Canada.
 
 > [!NOTE]
-> Starting July 2023, we will apply delivery method optimizations such that tenants with a free or trial subscription may receive an SMS message or voice call.
+> Starting July 2023, we will apply delivery method optimizations such that tenants with a free or trial subscription may receive a text message or voice call.
 
-### SMS message verification
+### Text message verification
 
-With SMS message verification during SSPR or Azure AD Multi-Factor Authentication, a Short Message Service (SMS) text is sent to the mobile phone number containing a verification code. To complete the sign-in process, the verification code provided is entered into the sign-in interface. 
+With text message verification during SSPR or Azure AD Multi-Factor Authentication, a text message is sent to the mobile phone number containing a verification code. To complete the sign-in process, the verification code provided is entered into the sign-in interface. 
 
-Android users can enable Rich Communication Services (RCS) on their devices. RCS offers encryption and other improvements over SMS. For Android, MFA text messages may be sent over RCS rather than SMS. The MFA text message is similar to SMS, but RCS messages have more Microsoft branding and a verified checkmark so users know they can trust the message.
+Text messages can be sent over platforms such as Short Message Service (SMS), Rich Communication Services (RCS), or WhatsApp.
+
+Android users can enable RCS on their devices. RCS offers encryption and other improvements over SMS. For Android, MFA text messages may be sent over RCS rather than SMS. The MFA text message is similar to SMS, but RCS messages have more Microsoft branding and a verified checkmark so users know they can trust the message.
 
 :::image type="content" source="media/concept-authentication-methods/brand.png" alt-text="Screenshot of Microsoft branding in RCS messages.":::
 
@@ -64,10 +66,10 @@ With office phone call verification during SSPR or Azure AD Multi-Factor Authent
 
 If you have problems with phone authentication for Azure AD, review the following troubleshooting steps:
 
-* “You've hit our limit on verification calls” or “You’ve hit our limit on text verification codes” error messages during sign-in
+* "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 performed by the same user or organization in a short period of time. This limitation does not apply to Microsoft Authenticator or verification codes. If you have hit these limits, you can use the Authenticator App, verification code or try to sign in again in a few minutes.
 * "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 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.
+   * Microsoft may limit or block voice or text message authentication attempts that are performed by the same user, phone number, or organization due to high number of voice or text message 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.
 * Blocked caller ID on a single device.
    * Review any blocked numbers configured on the device.
 * Wrong phone number or incorrect country/region code, or confusion between personal phone number versus work phone number.
@@ -78,13 +80,13 @@ If you have problems with phone authentication for Azure AD, review the followin
    * Ensure that the user has their phone turned on and that service is available in their area, or use alternate method.
 * User is blocked
    * Have an Azure AD administrator unblock the user in the Azure portal.
-* SMS is not subscribed on the device.
-   * Have the user change methods or activate SMS on the device.
-* Faulty telecom providers such as no phone input detected, missing DTMF tones issues, blocked caller ID on multiple devices, or blocked SMS across multiple devices.
-   * Microsoft uses multiple telecom providers to route phone calls and SMS messages for authentication. If you see any of the above issues, have a user attempt to use the method at least five times within 5 minutes and have that user's information available when contacting Microsoft support.
+* Text messaging platforms like SMS, RCS or Whatsapp aren't subscribed on the device.
+   * Have the user change methods or activate a text messaging platform on the device.
+* Faulty telecom providers such as no phone input detected, missing DTMF tones issues, blocked caller ID on multiple devices, or blocked test messages across multiple devices.
+   * Microsoft uses multiple telecom providers to route phone calls and text messages for authentication. If you see any of the above issues, have a user attempt to use the method at least five times within 5 minutes and have that user's information available when contacting Microsoft support.
 *  Poor signal quality.
    * Have the user attempt to log in using a wi-fi connection by installing the Authenticator app.
-   * Or, use SMS authentication instead of phone (voice) authentication.
+   * Or use a text message instead of phone (voice) authentication.
 
 * Phone number is blocked and unable to be used for Voice MFA