Why isn't Authenticator sending me verification codes anymore?

Question

I recently got a new phone, but not a new phone number, but ever since then, Authenticator will not send me the pin to type in the two digit number apps like UKG will send to verify that it's you. I opened Authenticator to see that I've been signed out of my work account on there, but when I tried to sign back in, it won't send a verification code to my phone number (text and call) or my email. It also had an option to use the Authenticator app to verify its me, but it still won't send the link I need to punch in the two digit code. I've tried updating it, uninstalling it and reinstalling it, and updating my information on my Microsoft account and nothing has worked.

Answer 1

If you're not receiving verification codes from the Microsoft Authenticator app after getting a new phone, there are a few troubleshooting steps you can follow:

1. Check Phone Number and Email: Ensure that your phone number and email are correctly configured in your Microsoft account. If they are incorrect, update them to receive verification codes.
2. Multiple Attempts: If you receive an error message stating that you've hit the limit on verification attempts, try waiting a few minutes and then attempt to sign in again. Microsoft may limit repeated authentication attempts in a short period.
3. Use Alternative Methods: If text messages and calls are not working, consider using the Authenticator app directly. Make sure that you have the app installed and set up correctly. The app can generate codes even without a signal.
4. Reset MFA Settings: If you are still unable to receive codes, you may need to ask an admin to reset your Multi-Factor Authentication settings. This can help reconfigure your account for the new device.
5. Third-Party Security Apps: If you have any third-party security apps installed, they might be blocking the verification codes. Try disabling them temporarily to see if that resolves the issue.

If these steps do not resolve the issue, you may need to reach out to your organization's IT support for further assistance.

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References:

• Frequently asked questions about Microsoft Entra multifactor authentication
• Authentication methods in Microsoft Entra ID - Voice call