Microsoft Authenticator app cannot display the code on my mobile for login

Question

My account is "[Moderator note: Personally Identifiable Information removed]@bishopleihtl.onmicrosoft.com". Authenticator app cannot display the code on my mobile for login Microsoft 365 Admin Center. Thanks

Answer 1

Hi @Jacky Chu,

Please understand that our forum is a public platform, and we will modify your question to cover your personal information including your organization email in the description. Please notice to hide these personal or organization information next time you post error or some information to protect personal data.    

Regarding your issue, this usually happens when the Microsoft Authenticator method is no longer available for the admin account, for example after switching to a new phone, reinstalling the app, or when the previous MFA registration is no longer valid.

Please check the following: 

• Open the Microsoft Authenticator app manually and tap your school/work account to see if a code or approval prompt appears. 
• Make sure notifications for Microsoft Authenticator are enabled and your phone is not in Silent or Do Not Disturb mode. 
• Confirm your phone has internet access (you can try switching between Wi‑Fi and mobile data) and disable any VPN. 
• Ensure the Authenticator app is up to date and your phone’s date/time is set correctly. 
• Try sign-in using any alternative methods you have, such as SMS, email verification or password. 

If the issue continues, you may want to check whether there's another admin in your organization who has at least the Authentication Administrator role. They can help by either unblocking your account or resetting your multi-factor authentication (MFA).

They can follow these steps:   

1. Sign in to the entra.microsoft.com as at least Authentication Administrator.   
2. Select User -> All user.   Select the user (your account) to act on and select Authentication methods. then select Require re-register of multi-factor authentication.    

• Require re-register MFA: This disables all previous authentication methods. You'll then be prompted to configure a new MFA authentication method the next time you try to sign in, so you can set up from the start and add a new authenticator app.   

  

For more details, please refer to: Manage user authentication methods for Microsoft Entra multifactor authentication. 

Note: Once re-registration is triggered, all your existing MFA methods such as phone numbers, Authenticator app, or other verification options will be removed. You will need to set up new MFA methods during your next login. Please ensure you have access to a valid phone number or the Microsoft Authenticator app before attempting to sign in again.   

If you're the only global administrator and are locked out, please contact the Microsoft Data Protection team they're the only team that can help. As forum moderators, we're only able to offer general guidance and basic troubleshooting. We don't have access to account recovery tools, and we can't verify your identity, so this isn't something we can resolve directly here in the forum. The Microsoft Data Protection team are the only ones with the tools and processes to verify your identity and restore access to the administrator account, so please reach out to them directly for assistance.

You can find the appropriate customer service phone numbers at this link: Customer service phone numbers.

Please remember to provide them with your account details and explain the situation. Be ready to provide:     

• The company name used during subscription    
• Billing email address (even if it’s a personal Microsoft account)    
• Payment method details (last 4 digits of the card, billing address)    
• Any subscription ID or invoice numbers from billing email    

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.

To make the process smoother, here’s an example of how to respond when speaking to the automated system (IVR):     

IVR: What kind of problem are you concerned about?     

You:  Authenticator.    

IVR: What kind of product do you use?     

You: Office 365 for business.     

IVR: education or company account?     

You: For companies     

IVR: Are you an administrator?     

You: Yes.     

IVR: Do you have the other administrator in your organization?     

You: No.     

IVR: Do you need a... Service request?     

You: Yes     

These prompts help direct your call to the right support team more quickly, especially when dealing with account lockouts and authentication issues. 

As forum moderators, we don’t have access to the detailed system needed to troubleshoot this effectively due to privacy and security constraints. To quickly resolve this and regain access, the most effective step is to contact Microsoft Support Team directly. Only they have the ability to help with your Authenticator issue.    

Hopefully it will help work with your issue and if you have any other questions or need further assistance, feel free to ask.   

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