Authenticator not sending email verification code

Question

I am trying to back up my authenticator to iCloud because I want to migrate my information to a new phone. Before starting the backup I need to login to a microsoft account, there I input my hotmail email and it tells me that a verification code will be sent. I never get the email. I have confirmed that the email is correct, I also get other emails to my inbox, but the authenticator app is not sending me an email. I have been trying to migrate my account for over a week now.

Answer 1

Hello sirs, I have the similar problem. I accidentally deleted my Authenticator app on my iPhone. But luckily I have backup of authenticator data from today morning.

When I try to restore data on my authenticator app by clicking "begin recovery" and selecting my MS account ******@hotmail.com, It says "You are accessing accessing sensitive info, we'll send a code to ******@hotmail.com to verify your identity" . Then I use "Send Code" button. And guess what? No email is received.

I tried dozens times, during 5 hours and I have no verification email in my inbox, spam folder or anywhere else. I also tried methods from Austin's advice, but no luck. I cannot even set any primary verification method in my security settings. Funny thing is that my email ******@hotmail.com was not even listed in these methods.

Could you please help me? I need that MFA codes asap... Thank you in advance!

Marek

Answer 2

Hi @Marcelo Santibañez Avalos ,

Thanks for contacting Microsoft Q&A Support.

I know how annoying it is when you’re all set to move to a new phone, and the very first step—getting that verification code—just won’t cooperate.  

From your description and my understanding, the issue is that you need to back up your authenticator to your iCloud, but when you enter your Hotmail Account, you never get the authentication email from Microsoft even though every other email which were sent to you works perfectly fine. Let’s run through the most common reasons the code mail never arrives and the quickest ways to fix it. 

Important: Make sure that you are logging into the same account that you have on the authenticator app (For example, if we are logging into an account named 123example@microsoft.com, then the authenticator app must have the same account name as the account we were logging into), otherwise, there’s a common issue of you logging to an alternate email account (your Hotmail account in which the code was sent to) and the browser/authentication app will log you out of the primary account (the one that’s requesting the code) 

If this was the case, then you can follow this article from Microsoft to fix your issue (Click on the first section “I’m not getting my verification code. What do i do?”:  

Troubleshooting verification code issues - Microsoft Support 

If following the article doesn’t solve your issues, here’s a couple steps that you can try: 

Double-check where Microsoft is sending the code: 

When Authenticator says, “We’ve sent a code to your email,” it usually shows only the first and last characters of the address (e.g., m•••******@outlook.com). Make sure: 

• It’s the exact alias you’re monitoring, not an old Outlook/Hotmail alias or a secondary mailbox you rarely open. 
• You’re looking at both the “Focused” and “Other” tabs, as well as Junk/Spam. 
• You don’t have any mailbox rules or filters that might auto-move or delete mail from [****@accountprotection.microsoft.com]**. 

 

You can also follow these steps on your new device:

Use an alternate verification option 

• On the same “Enter code” screen, look for a tiny link that says, “I don’t have a code” or “Use a different verification option.” 
• If you still have your old phone, select Approve a notification in my Authenticator app instead of email. 
•  If you register a phone number, choose Text or Voice call. 

Once you’re signed in, you can enable/disable whichever methods you prefer under: 
Security center ➜ Advanced security options ➜ Ways to prove who you are. 

Manually unlock your Microsoft account 

If nothing works, head to the account recovery portal and sign in outside of Authenticator: 

1. Go to https://account.live.com/proofs/manage and sign in (use any method that does work, e.g., SMS, an existing Authenticator approval, etc.). 
2. Under Security info, add a brand-new email alias (Gmail, iCloud, Outlook—anything you can access). 
3. Make that new alias your primary verification method. 
4. Return to Authenticator and try the login again—this time choose the brand-new email address. 

(Do note that your backup only recovers your account list on the Authenticator App and not any MFA methods assigned to those account, make sure that you update all of your MFA Method with on your new phone with your organization before attempting backup) 

 

If the email codes are still not arriving after all of this, and you need further assistance, feel free to ask.  

Fingers crossed we’ll have you backed up to iCloud and on your new phone shortly! 
 

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