Notification Issues on Authenticator

Question

Notification Issues on Authenticator

Giovanni Rondani 40

I changed phone and i installed Microsoft Authenticator to have the code to access my Outlook account but i don't recevie notifications on Authenticator, why Is that?

BENNY Robertson Pagolu 0 Reputation points

2025-09-18T07:23:08.54+00:00

I have issue with authenticator app that the code is not working when try to sign in

Answer accepted by question author

Anonymous

Hi @Giovanni Rondani

I’m really sorry you’ve been locked out of Outlook because Authenticator isn’t sending notifications on your new phone. I know how stressful it is when every sign-in stall, and how urgent it feels to get back to work. You're not alone in this, and I’m here to help you get things working again as smoothly as possible.

The most reliable way to resolve this is to remove the old Authenticator setup and reconfigure it on your new phone. This will re-link your account with the new device and restore notifications.

Sign in with a backup method

Visit https://myaccount.microsoft.com/security-info and sign in to your account.
If you're asked for an Authenticator code you don’t have, click Sign in another way to use email, text, or another available method.

Remove the old Authenticator setup

On the Security info page, find Microsoft Authenticator (or Authenticator app) in your list of sign-in methods.
Click Delete or Remove next to it, then confirm.

Re-add Microsoft Authenticator on your new phone

On the same page, click Add method and choose Authenticator app.
When the QR code appears, open the Authenticator app on your new phone, tap Add account > Work or school account > Scan QR code.

Verify with a test notification

Back in the Security info page, click Send me a notification.
You should now receive the approval prompt instantly on your new phone.

Enable cloud backup (optional, but highly recommended)

To make future device changes easier, in the Authenticator app, go to Settings > Backup (iOS) or Cloud backup (Android). That way, next time you switch devices you can just restore your accounts in one tap.

Double-check your phone settings

Please double-check that notifications are enabled for the Microsoft Authenticator app in your new phone's settings.
Also, ensure your phone's date and time settings are set to Automatic.

If you’re still unable to access your Security info page, or none of your sign-in methods work, you’ll need to contact Microsoft Support directly for further help: Troubleshoot problems with Microsoft Authenticator - Microsoft Support

I know how important it is to restore access quickly, and I hope these steps help get everything back on track. If anything’s unclear or you run into issues, just reply here. I’m more than happy to support you further.

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Anonymous

2025-06-19T06:15:00.2233333+00:00

Hi @Giovanni Rondani

Just following up to see if you're still experiencing notification issues with Microsoft Authenticator, or if the suggested steps helped resolve the problem.

Please let us know if you need any further assistance.

1 additional answer

Your answer

BENNY Robertson Pagolu 0 Reputation points

2025-09-18T07:23:08.54+00:00

I have issue with authenticator app that the code is not working when try to sign in
Anonymous

2025-06-19T06:15:00.2233333+00:00

Hi @Giovanni Rondani

Just following up to see if you're still experiencing notification issues with Microsoft Authenticator, or if the suggested steps helped resolve the problem.

Please let us know if you need any further assistance.

Answer 1

Giovanni Rondani 40

Hi it's me again, i can't follow the instructions because my old phone is broken so i can't delete the old Authenticator. My new Authenticator has my personal email and my university email but the university account doesn't give any code and doesn't receive notifications, despite this It tells me that the account Is connected. How can i male it work without the use of my old phone?

Anonymous

2025-09-30T01:50:15.0333333+00:00

Hi @Giovanni Rondani

Thank you for clarifying the situation. I understand now that you’ve added both your personal Microsoft account and your university account to the new Authenticator, but only the personal one works while the university account isn’t receiving codes or notifications.

Personal Microsoft account (@outlook.com, @hotmail.com, etc.):

If you can’t sign in because the old Authenticator was on a broken phone, the best course of action is to use Microsoft’s account recovery form: Recover your Microsoft account.

There you can request to prove your identity using backup options (email, SMS). Once verified, you can remove the old Authenticator and set up the new one.

University / Work account (@university.edu or @company.com):

These accounts are managed by your school or organization. For security reasons, only your university’s IT helpdesk can reset your sign-in methods (Authenticator, phone, email). Microsoft Support cannot override these settings.

The best next step is to contact your university’s IT support and explain that you changed phones and can’t receive Authenticator codes. They’ll be able to reset your security info so you can set up the new Authenticator properly.

Your IT can access your security info here: Manage authentication methods for Microsoft Entra multifactor authentication

I know it’s frustrating to get stuck like this, especially since your old phone is broken. But once the IT team resets your login methods, you’ll be able to reconfigure Authenticator on the new device and notifications should work as expected.

Please let us know if you need the link to your personal account recovery page, or if you’d like guidance on what to tell your IT helpdesk. I’ll be glad to help further.