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After new device, no authenticator MFA notifications when switching organizations (home org notifications working normally)

Anonymous
2023-09-13T16:59:35+00:00

Neither my home org help desk nor my guest account / client help desk has been able to help me resolve this problem, so posting in the community for help. Background

I had three paths that I was using successfully to access my Microsoft account(s):

  1. Using my home org account ID to access my home org Teams, logins, etc. (via PC and via mobile apps), using authenticator app on my phone
  2. Using my home org account ID for external / guest user access to another organization (my client) (via PC and mobile apps), using "switch accounts" in Teams web app or mobile app, along with MFA through authenticator app on my phone
  3. Using my client account ID to access their organization through remote desktop (PC only via Microsoft Remote Desktop app), using authenticator app on my phone

All 3 of these paths were successfully using the Authenticator app. The only reason for having both #2 and #3 in place was because the client does not permit mobile access to the remote desktop, but they DO allow us to access Teams chat through our external (my home) IDs, so I'm able to communicate via pings on my phone when away from my desk or when not logged into remote desktop. This access was granted by members of the external organization adding me to a Teams page.

I recently got a new replacement phone. Before returning the phone (iPhone), I deleted the authenticator app, and then performed a factory reset. I did not take any steps to "retire" the device from within that device directly.

Situation

One of my three paths is now "broken" as follows:

  1. Using my home org account ID to access my home org Teams, logins, etc. (via PC and via mobile apps), using MFA via authenticator app on my phone - Working correctly - when I log in on PC or phone, I get a notification on my phone and enter the 2-digit code
  2. Using my home org account ID for external / guest user access to another organization (my client) (via PC and mobile apps), using "switch accounts" in Teams web app or mobile app, along with MFA through authenticator app on my phone - Not working.
    1. I don't receive any notifications to the authenticator app on my phone -- the prompt window then says "we didn't hear from you"
    2. "Enter code" does not work, and yields an error in the prompt modal window saying "incorrect code."
    3. I have created multiple alternative sign-in methods via my Microsoft account (enter code, text, call, security questions) -- I can use all of these alternative ways for #1 (note this is the same Microsoft account), BUT they not appear for the guest account.
  3. Using my client account ID to access their organization through remote desktop (PC only via Microsoft Remote Desktop app), using MFA via authenticator app on my phone - Working correctly - when I log in on PC or phone, I get a notification on my phone and enter the 2-digit code

Troubleshooting I have tried

  • Reset MFA on home account multiple times, deleted and re-created MFA pathways for home account
  • Confirmed I am using latest versions of Windows, Teams, Authenticator, iOS
  • Also tried this for client account even though this does not seem related to the guest user access from my home account
  • Tried "sign out everywhere" from Microsoft account page
  • Disabled the device via InTune / Company Portal -- the device had been showing "active" even after I disabled it, and several days after the phone had been wiped.
  • Suspecting the device may be the problem as it was not retired before I returned it, I worked with home organization help desk to delete the prior iPhone device from mobility services and from Azure as well. The old device no longer appears on current account after home org help desk removed it. It has been gone for at least 5 days now.
  • Worked with guest organization to re-add me to another Teams site to see if that would work (it did not)
Microsoft Teams | Microsoft Teams for business | Sign up and Sign in | Switch between accounts

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  1. Anonymous
    2024-01-15T09:51:52+00:00

    Hi!

    I am having the same exact problem. I've tried the same troubleshooting steps as the user above.

    I've also tried changing my password.

    The app is up to date, notifications are enabled, the organization has been removed and re-added many times.

    Is there a solution here?

    i am in the exact same situation, i have tried uninstalling, checking notifications, resetting passwords etc, has anyone found a solution?

    Regards,

    Amanda

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  2. Anonymous
    2023-11-30T22:00:43+00:00

    Hi!

    I am having the same exact problem. I've tried the same troubleshooting steps as the user above.

    I've also tried changing my password.

    The app is up to date, notifications are enabled, the organization has been removed and re-added many times.

    Is there a solution here?

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  3. Anonymous
    2023-09-14T00:57:57+00:00

    Dear Christina,

    Thank you for providing detailed information about the issue you are experiencing with Microsoft Teams and the Authenticator app.

    Based on the information you have provided, it seems that the issue may be related to the Authenticator app not receiving notifications when switching between organizations.

    Here are some troubleshooting steps you can try:

    1. Make sure that the Authenticator app is up to date on your new device.
    2. Check the notification settings for the Authenticator app on your new device to ensure that notifications are enabled.
    3. Try removing and re-adding your home organization account to the Authenticator app on your new device.
    4. As the issue is complex and need both knowledge on Teams authentication and Authenticator, if the issue persists, we kindly suggest you contact the higher-level support for further assistance: Go to Office365 admin center (using admin credentials)>Support>New Service Request.  The support engineers there have the correct escalation channel, and this is the most efficient way to report such issue. You can refer to this article to check the way how to raise a ticket: Ways to contact support for business products - Admin help. The engineers in related team have higher permission and resources than us to help check the root cause from background directly.

    Meanwhile, as our forum support does not have much resource on Authenticator issues, and Microsoft has specific dedicated support channel for certain different support scope and attributes, would you mind to contacting and place your scenario on our dedicated Microsoft Q&A Authenticator support resources? Our relevant expert community members can provide possible information from their side about your certain scenario.

    Here is this dedicated support channel to place your concern: microsoft-authenticator - Microsoft Q&A.

    I would really appreciate your precious time and kind cooperation.

    I hope this can be useful. Let me know if you have any further questions or concerns.

    Sincerely,

    Sherry | Microsoft Community Moderator

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