Authenticator app not sending code to my email

Question

I have recently changed phones. I need to log in to an account with a TOTP from Microsoft Authenticator.

When I try to log in to Microsoft Authenticator with my Outlook email address, it says that it has sent a code to my Outlook email. It hasn't. I can log in to my Outlook email inbox. I have checked spam etc. I have sent myself test emails. It's working but not receiving any codes from Microsoft Authenticator.

Please help. This is obviously a bug.

Answer 1

Hey there, Reema Jones

Please can you try using a different email or method for verification?

You can sign into your Microsoft account security page and update your security methods: https://account.live.com/proofs/manage/additional

If it is a device, you own and no one else has access to, you can use the Windows hello feature to sign into your account with. More information can be found here: https://support.microsoft.com/en-us/windows/configure-windows-hello-dae28983-8242-bb2a-d3d1-87c9d265a5f0

Lastly, I have seen people having this problem. It may also be worth reaching out to support so they can collect information from you so they can pass this information onto the right team if needed. You can reach out to support via this link: https://support.microsoft.com/contactus

Hope this helps,
Nathan

Answer 2

I have followed all the same steps, and also see this bug. I suggest sending feedback inside the Authenticator app. (Tap the menu icon ⋮ in the top right, and then "Send Feedback").

Possible workarounds are:

1. Turn on "Two-step verification" in the Microsoft security page (same link as above: https://account.live.com/proofs/manage/additional ). When I enable two-step verification,, Authenticator sends codes correctly. Be aware: this setting will affect how you sign in everywhere. It also makes it harder to reset your password, or recover your account

2. Or, when you go to sign to Authenticator, look for "Scan a QR code". You may need to tap "Add an account" and "Personal account" first. This approach requires having a second device, that you can use to show the QR code to your phone camera :-). It's not really possible if you're only using a phone.

The QR code is provided by the Microsoft security page (same link as above: https://account.live.com/proofs/manage/additional). It is shown the first time you do "Add a new way to sign in or verify" > "Use an app".

If you have added "an app" before, these steps might not provide a QR code anymore. It might offer a QR code if you remove the "Send sign-in notification" option again. CAUTION: removing "Send sign-in notification" will also remove "Enter a code from a verification app". E.g. if you use Google Authenticator as a backup, this will stop working.