Why is my Authenticator not receiving requests or able to provide OTPs when switching tenants?

Question

Why is my Authenticator not receiving requests or able to provide OTPs when switching tenants?

Lars Koenig 0

I am trying to switch tenants in Entra to locate the parent tenant of an Enterprise Application. Switching tenants in Entra admin center from Manage tenants > Switch brings up an MFA request for Authenticator, but no request is pushed to my registered app and the OTP from my app is not accepted. I have already tried removing and adding my authenticator and our third-party IT has done the same thing as well. I get Authenticator pushes for sign-ins from Teams. IT says that I need to reset the Entra MFA status on those tenants, but no one can switch to the tenant to do that to test.

Sanoop M 1,790 Reputation points Microsoft External Staff

2025-02-28T19:01:40.6666667+00:00

Hello @Lars Koenig,

Thank you for posting your query on Microsoft Q&A.

I understand that when you are trying to switch from one tenant to another tenant, it brings up an MFA request for Authenticator, but no request is pushed to your registered Microsoft Authenticator app and the OTP from your Authenticator app is not accepted. IT says that you need to reset the Entra MFA status on those tenants, but no one can switch to the tenant to do that to test.

Could you please confirm if any one of the Global Admins can login to the tenant in which you are trying to switch and ask them to revoke MFA sessions and select re-register for Multi factor Authentication and check the behavior.

If no one is able to login to the tenant(including any one of the Global admins) in which you are trying to switch, then to resolve this issue, we need to engage the Data Protection team via a support ticket to unblock your access.

To proceed, I will need a few details from you. As this information contains Personally Identifiable Information (PII), please share the following details via private message:

Contact phone number (add +Country code)

Contact email address

Global admin email address (affected account)

Country

TimeZone

Please send me all the above requested details via private message.

I am looking forward to your response.
Sanoop M 1,790 Reputation points Microsoft External Staff

2025-03-03T17:50:52.8233333+00:00

Hello @Lars Koenig,

We haven’t heard from you on the last response and was just checking back to see if you could please provide the requested details as mentioned above via private message.

I am looking forward to your response.

1 answer

Your answer

Sanoop M 1,790 Reputation points Microsoft External Staff

2025-02-28T19:01:40.6666667+00:00

Hello @Lars Koenig,

Thank you for posting your query on Microsoft Q&A.

I understand that when you are trying to switch from one tenant to another tenant, it brings up an MFA request for Authenticator, but no request is pushed to your registered Microsoft Authenticator app and the OTP from your Authenticator app is not accepted. IT says that you need to reset the Entra MFA status on those tenants, but no one can switch to the tenant to do that to test.

Could you please confirm if any one of the Global Admins can login to the tenant in which you are trying to switch and ask them to revoke MFA sessions and select re-register for Multi factor Authentication and check the behavior.

If no one is able to login to the tenant(including any one of the Global admins) in which you are trying to switch, then to resolve this issue, we need to engage the Data Protection team via a support ticket to unblock your access.

To proceed, I will need a few details from you. As this information contains Personally Identifiable Information (PII), please share the following details via private message:

Contact phone number (add +Country code)

Contact email address

Global admin email address (affected account)

Country

TimeZone

Please send me all the above requested details via private message.

I am looking forward to your response.
Sanoop M 1,790 Reputation points Microsoft External Staff

2025-03-03T17:50:52.8233333+00:00

Hello @Lars Koenig,

We haven’t heard from you on the last response and was just checking back to see if you could please provide the requested details as mentioned above via private message.

I am looking forward to your response.

Answer 1

Sanoop M 1,790 Microsoft External Staff

Hello @Lars Koenig,

Thank you for posting your query on Microsoft Q&A.

The issue relates to a tenant lockout situation where no other Global Admin is able to login to the affected tenant which you are trying to switch to locate the parent tenant of an Enterprise Application. Switching tenants in Entra admin center from Manage tenants > Switch brings up an MFA request for Microsoft Authenticator app, but no request is pushed to your registered app and also when you try to enter the 6 digit passcode shown in the Microsoft Authenticator app, it is not accepting the code and throwing error.

To resolve this issue, we engaged our Data Protection team through a support ticket. Please connect with our support team via the ticket, and they will assist you in resolving the issue.

I hope this above information provided is helpful. Please feel free to reach out if you have any further questions.

If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment".

Sanoop M 1,790 Reputation points Microsoft External Staff

2025-03-07T20:04:00.9166667+00:00

Hello @Lars Koenig,

Following up to see if the above answer was helpful. If this answers your query, do click Accept Answer and Yes for was this answer helpful. And, if you have any further query please do let us know.
Lars Koenig 0 Reputation points

2025-03-07T22:55:53.8533333+00:00

Data Protection has not yet reached out, so I can't say whether this has resolved the issue.
Raja Pothuraju 17,485 Reputation points Microsoft External Staff

2025-03-11T13:09:51.6166667+00:00

Hello @Lars Koenig,

Thank you for your response.

There is a delay in assigning an engineer from the DP team for this support ticket. Given the critical impact of the issue, I have increased the ticket severity from C to A.

I will keep you updated once an engineer from the DP team is assigned.
Sanoop M 1,790 Reputation points Microsoft External Staff

2025-03-12T22:56:23.4633333+00:00

Hello @Lars Koenig,

Please note that the Support Engineer from the Data Protection team has been assigned to the created Support ticket and he will be assisting you further in resolving this issue.

Please let us know if they have contacted you or not.

I am looking forward to your response.
Sanoop M 1,790 Reputation points Microsoft External Staff

2025-03-17T21:50:14.0133333+00:00

Hello @Lars Koenig,

I am following up to check what is the current status of this issue and please let us know if the Data Protection team has contacted you regarding this issue.

I am looking forward to your response.

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Why is my Authenticator not receiving requests or able to provide OTPs when switching tenants?

1 answer

Your answer