Authenticator not sending code on app

Question

Can you please help? I have a work email I'm trying to use to login to Outlook. The work email was created through my domain (godaddy) and I was able to sign in on outlook prior to getting a new phone. Every time I try to login (with my work email) in outlook, it says "please enter the code displayed on the microsoft authenticator app". When I open the app, no codes appear. I do see the "work email" displayed on the app. I tried removing and adding it multiple times and I still do not get any codes. This is my primary work email and I really need to find a solution. Please help.

Answer 1

Hi @david yoon

It's completely understandable how frustrating it is when your primary work email isn't accessible, especially after getting a new phone and your Microsoft Authenticator isn't providing codes. We know you've already tried a few things, and we're here to help you get this resolved. 

Although your work email still appears in the Authenticator app, the connection between the app and your Microsoft 365 account likely wasn’t fully restored during the phone switch. That’s why the codes aren’t showing up.

To fully reconnect your account, you’ll need to remove and re-add the Microsoft Authenticator from your Microsoft 365 security settings, this step re-establishes the trust link and goes beyond just re-adding it in the app. Please follow the steps below carefully:

Re-enroll your Authenticator app 

• In a web browser, go to https://mysignins.microsoft.com/security-info. 
• If you’re stuck at the app-code prompt, click Sign in another way or I can't use my Microsoft Authenticator app right now and choose SMS or email to get a one-time code. 
• Once signed in, on the Security info page, find and remove the existing Authenticator app entry. 
• Click Add method > Authenticator app, open the Authenticator app on your phone, tap Add account > Work or school account, and scan the new QR code.  

Verify your app and phone settings 

• In the Microsoft Authenticator app on your new phone, tap your work account and choose Show code—you should see a 6-digit number. 
• Ensure your phone’s date & time are set to Automatic/Network-provided in your phone's system settings. 
• Confirm the Authenticator app has internet access, background-refresh enabled, and notifications turned on. 

Once you’ve completed these steps, return to the Security info page and click Send me a notification, you’ll receive it instantly. 

If you don’t have any backup method left and can’t reach the Security info page, your organization’s security policy requires an IT admin to step in. Please ask your IT support or administrator to reset your Multi-Factor Authentication registration in Azure AD. They have the tools to clear any old settings so you can start fresh. 

If your work account was initially set up through a domain provider like GoDaddy, you may also reach out to them directly for support, as they might have specific tools or guidance: https://www.godaddy.com/help 

I know this situation can be stressful, especially when it impacts your work. I hope the steps above help you restore access quickly. If you have any questions or need help along the way, feel free to reply. I’ll be glad to assist further. 

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