I'm having problems with the authenticator.

Question

I recently signed up for a business basic plan, but I'm having serious problems with the authenticator; for some reason, it no longer sends me notifications to approve sign-in requests and it doesn't even display the code in the app, sometimes shows the message "Error searching for notifications. If I try to access any of the options within the app, it asks me to enter the given number in the app. I only have access to a few specific services , like outlook or copilot, but none of them give me the option to remove or reconnect the authenticator.

Since I'm the only user, and therefore the only administrator, I can't do anything, not even contact support, because it requires me to be logged in.

Answer 1

Good day @Luiz Gabriel,

Thank you for taking the time to share what you’re experiencing, and I’m really sorry to hear how much trouble the Authenticator app is causing you. Unfortunately, this is a user‑to‑user support forum, and as forum moderators we don’t have access to user accounts or the ability to make changes related to account sign‑in, MFA settings, password resets, or authentication methods. That said, I’m more than willing to guide you through the next steps so you can move forward and work toward regaining access.

Since you mentioned that you are the only administrator and are unable to authenticate, the situation does need to be handled by Microsoft directly. In cases like this, the Microsoft Data Protection team is the correct team to assist. They have specific tools and identity‑verification processes in place to help administrators recover access to locked accounts.

The best next step is to contact Microsoft Support by phone. You can find the appropriate phone number for your country or region here: Customer service phone numbers - Microsoft Support   

Here are some tips and an example of a prompt to help you navigate the IVR more effectively: 

(When you call the support number, you may hear an introduction of about 30 seconds such as "you can visit the link...". You can ignore this introduction and wait until you are presented with the options. Then press "1" as a business email user, and again "1" for technical help.)   

In some regions, the initial interaction may be automated, so here’s a general idea of how the conversation might go to help you prepare:     

What kind of problem are you experiencing?        

Answer: Authenticator        

What products do you use?        

Answer: Office 365 for business        

Is this for an education or company account?        

Answer: For companies        

Are you an administrator?        

Answer: Yes        

Are there any other administrators in your organization?        

Answer: No. I am the only admin in my tenant         

Do you need a... Service request?         

Answer: Yes. I need to create a ticket. Please send me direct to the Data Protection Teams.     

During the phone call, you will need to provide the information associated with your subscription, such as your company name, billing details, phone number, and an alternate email address, etc. This information allows the Data Protection team to verify your identity and securely assist you in regaining access to your administrator account.   

If you're still unable to get through to support, there is a workaround you might consider: You can register for a new Microsoft 365 tenant by signing up for a trial subscription here: Microsoft 365 Business Plans and Pricing | Microsoft 365

Once the new tenant is created, you can access the admin center and submit a support ticket from there, requesting to speak with the Data Protection Team on behalf of your original tenant. 

Important notes: This new trial tenant will not give you access to any of the data or settings in your original locked tenant. It is solely a temporary means to contact Microsoft support. Be prepared for Microsoft support to ask for verification of your identity and administrative rights for the locked tenant. The resolution time might be longer as you are contacting support from a different tenant. Remember to cancel the trial subscription for the new tenant once your issue with the original account is resolved to avoid any unintended charges.   

I hope these steps help you create a support ticket successfully and move closer to regaining access to your administrator account. While I’m not able to intervene directly, guiding you to the right support team is the most effective help I can provide here.

If you have any updates or additional questions**, feel free to reply to this thread**. I’ll be glad to assist further wherever I can.

Thank you very much for your understanding.

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Answer 2

Fix: Microsoft Authenticator not sending notifications or showing codes

This is a known issue when the Authenticator app loses its connection

to your account — usually caused by a notification permission block,

app cache corruption, or account sync failure.

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Step 1: Fix notifications on your phone

Android:

1. Go to Settings → Apps → Microsoft Authenticator
2. Tap Notifications → make sure they are set to Allow
3. Also check Battery settings — disable battery optimization for Authenticator (it kills background notifications)

iPhone:

1. Go to Settings → Microsoft Authenticator → Notifications
2. Set to Allow Notifications → Immediate Delivery

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Step 2: Force refresh the Authenticator app

1. Open Authenticator
2. Tap the three dots menu (⋮) in the top right
3. Tap Refresh accounts

If you see "Error searching for notifications" — this confirms the

app lost sync with Microsoft's servers.

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Step 3: If you still cannot get codes — use backup sign-in

Since you have access to Outlook or Copilot:

1. On the sign-in screen, click **"I can't use my Microsoft Authenticator app right now"**
2. Choose "Use a verification code" — this sends a code to your backup email or phone number instead
3. Once signed in, go to aka.ms/mysecurityinfo to reset your Authenticator registration

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Step 4: Re-register Authenticator from scratch

Once signed in via backup method:

1. Go to: https://aka.ms/mysecurityinfo
2. Remove the existing Authenticator entry
3. Click "Add sign-in method" → Authenticator app
4. Scan the new QR code from your phone
5. Notifications and codes will work again immediately

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Reference: Set up Microsoft Authenticator

Hope this unblocks you — let me know if Step 3 gets you back

into your account!