My microsoft authenticator is asking for code displayed on my mobile app to open it

Question

I currently purchased a new mobile device and attempted to link my office email account with very little luck. It continues to ask me for a Microsoft Authenticator code. When I attempt to open my MA app, it will ask me to enter the code from my mobile device. How can I produce the code when I can't even get it to give me one on the app itself?

Answer 1

Hi Baack, it sounds like the issue is that your Microsoft Authenticator app was tied to your old device, and when you moved to a new one, the app doesn’t have your account data yet. That’s why it’s asking for a code you can’t generate—it’s essentially waiting for the original setup to confirm. The easiest fix is to re-register your account on the new device. You can do this by signing in to your Office account on a browser, going to Security Info or Additional Security Verification, and choosing to add a new Authenticator app. If you’re locked out because it keeps asking for the old code, you’ll need to use a backup method like SMS or email verification to get in. Do you still have access to those backup options, or is Authenticator your only method?

Answer 2

If your Microsoft Authenticator app is asking for a code to open, it typically means that the app is set up with some form of security, such as a PIN or biometric authentication. Here are a few steps you can take to resolve the issue:

1. Check for Backup Codes: When you set up the Authenticator app, you may have been provided with backup codes. If you have these, you can use one of them to access your account.
2. Reinstall the App: If you cannot remember the code and do not have backup codes, you may need to uninstall and then reinstall the Microsoft Authenticator app. However, be aware that this may result in losing access to any accounts linked to the app unless you have backup codes or another recovery method.
3. Use a Different Device: If you have access to another device where the Authenticator app is installed and configured, you can use that device to generate the code.
4. Contact Support: If none of the above options work, you may need to contact Microsoft support for assistance in resetting your MFA settings.
5. Consider App Passwords: If you are trying to access a legacy application that does not support modern authentication, you may need to set up an app password as an alternative to the MFA code.

Make sure to keep your backup codes in a safe place for future use to avoid similar issues.

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References:

• Frequently asked questions about Microsoft Entra multifactor authentication
• Migrating your Outlook.com account to Microsoft 365 or Office 365