Authenticator app not working.

Question

I am unable to sign in to my Microsoft Outlook account because of an issue with the Authenticator app. When I enter my username and password, I am prompted with a message saying: “Open your Authenticator app and approve the request. Enter the number if prompted.”

The problem is that when I open the Authenticator app, no number appears. The app only shows the approval screen without displaying the number that I am supposed to enter. Swiping down to refresh does not help either.

To troubleshoot, I deleted my account from the Authenticator app and attempted to re-add it. However, when I try to sign in again during the setup process, I still encounter the same problem—I am asked to enter a number from the Authenticator app, but no number is shown. This makes it impossible to complete the sign-in process.

Could you please assist me in resolving this issue? Specifically:

Why is the number not appearing in my Authenticator app?

Is there another way to approve the sign-in request when setting up the app again?

This issue is blocking me from accessing my M365 account, so I would greatly appreciate any guidance or next steps to resolve it quickly.

This is a business account.

Thank you,

Jay

Answer 1

Hello Jamie,
This behavior typically occurs when number matching is enforced for your business (Entra ID) account but the Authenticator app cannot complete the push challenge, most commonly due to an out-of-date app, corrupted push registration, notification delivery issues (battery optimization, background restrictions), or a stale MFA registration in Entra ID—in these cases the approval screen appears but the number never renders, so there’s nothing to enter. When re‑adding the account, number matching is still required, so the loop continues. The fastest way to unblock access is to use an alternate MFA method (SMS, voice call, or Temporary Access Pass if your IT admin can issue one), or have an admin reset/re-register your MFA methods so you can set up Authenticator cleanly; once back in, ensure the Authenticator app is updated, notifications are enabled (no battery optimization/background limits), time/date are set automatically, and then re-add the account. Helpful references: Microsoft Authenticator troubleshooting https://learn.microsoft.com/entra/identity/authentication/howto-mfa-authenticator-app-troubleshoot, MFA number matching overview https://learn.microsoft.com/en-us/entra/identity/authentication/how-to-mfa-number-match?tabs=iOS, Set up or manage MFA methods https://aka.ms/mfasetup, and Temporary Access Pass (admin) https://learn.microsoft.com/en-us/entra/identity/authentication/howto-authentication-temporary-access-pass