Microsoft Authenticator App requiring a code from the app in order to use the app to set up a passkey

Question

I have to use the Microsoft authenticator app to sign into my school account. The problem is when I go to sign in, it requests a code from the authenticator app and no code appears although I am signed into the account on the Microsoft authenticator app. So, when I go to create a passkey or set up 2-step verification, it again asks me to sign-in to my account and requires a code from the app, while I am currently using the app to try to set up a passkey or two-step verification. How can I fix this?

Answer 1

Hi Seleste,

Just following up to see if the previous suggestions helped resolve the issue. Let us know how things are going, your update would be greatly appreciated!

Answer 2

Hi Seleste,

Thank you for posting in Microsoft Community.

I understand you’re experiencing an issue where Microsoft Authenticator requests a code from the app while you’re trying to set up a passkey or two-step verification. This happens because Microsoft Authenticator uses multi-factor authentication (MFA) to verify your identity before allowing you to set up sensitive security features like passkeys or 2-step verification. Even though you are using the app, it still requires you to approve a sign-in request or enter a verification code generated by the app to confirm it’s really you.

The Most Effective Solution: Contact Your School's IT/Help Desk

Since this is a school account, your organization's IT administration has direct control over your multi-factor authentication settings. They are the primary and most reliable resource to help you out of this lockout situation.

Here's why and what they can typically do:

• MFA Reset: They can temporarily disable or reset the MFA requirement for your account, allowing you to sign in.
• Remove Old Methods: If you had MFA set up on an old phone or using a different method (like SMS to an old number), they can remove those conflicting registrations.
• Temporary Access Pass (TAP): They might be able to generate a one-time "Temporary Access Pass" that allows you to sign in without your usual password or MFA challenge for a limited time. You can then use this to correctly set up the Authenticator app on your current iPhone.
• Guided Setup: Once they've reset your settings, they can guide you through the process of setting up the Microsoft Authenticator app correctly from scratch.

Please explain your situation to your school's IT/Help Desk, emphasizing that you are "stuck in an MFA loop" and cannot complete sign-in or setup because the Authenticator app itself is asking for a code it's not providing.

While IT is the best solution, here are a few basic things you can check that don't require you to sign in or be authenticated:

1.Check App Notifications and Status:

• Ensure push notifications are enabled for the Authenticator app in your iPhone's main Settings app (Go to Settings > Notifications > Authenticator).
• Open the Authenticator app and ensure it's unlocked. Sometimes, prompts or codes don't appear if the app isn't active.

1. Verify Device Time Sync:
   • Ensure your iPhone's date and time settings are correct and preferably set to "Set Automatically" (Go to Settings > General > Date & Time). Incorrect time can affect code generation.
2. Update the Authenticator App:
   • Go to your iPhone's App Store, search for "Microsoft Authenticator," and ensure it's updated to the latest version.

Important: Do NOT remove your school account from the Authenticator app yourself unless explicitly instructed by your IT department. Doing so might worsen the situation if it's the only registered MFA method.

How to set up passkeys correctly with Microsoft Authenticator

• Sign in to your Microsoft account’s Security info page using a browser.
• Choose + Add sign-in method and select Passkey in Microsoft Authenticator.
• Follow the prompts to open the Authenticator app and create the passkey.
• Complete MFA verification as requested (this is when the app asks for approval or code).
• Once done, return to the browser and confirm the passkey registration.

For detailed steps, see Microsoft’s guide: Register passkeys in Authenticator on Android and iOS devices - Microsoft Entra ID | Microsoft Learn

For references: 

Troubleshoot signing in with a passkey - Microsoft Support

Troubleshoot problems with Microsoft Authenticator - Microsoft Support

Support passkeys in Authenticator in your Microsoft Entra ID tenant

I hope this helps you get back into your account. Please note that our initial response does not always resolve the issue immediately. However, with your help and more detailed information, we can work together to find a solution. If you need further assistance, feel free to reach out, we’re here to help. Have a wonderful day! 
Kind regards,

Kai-L - MSFT | Microsoft Community Support Specialist