'Enter the code displayed in the Microsoft Authenticator app on your mobile device' - code never arrives

Question

'Enter the code displayed in the Microsoft Authenticator app on your mobile device' - code never arrives

Daniel Loshak 0

' when trying to log into my account I get Enter the code displayed in the Microsoft Authenticator app on your mobile device' - the code never arrives

2 answers

Your answer

Answer 1

If you are not receiving the code displayed in the Microsoft Authenticator app, it could be due to several reasons. Here are some troubleshooting steps you can take:

Check Device Clock: Ensure that the clock on your mobile device is set correctly. If the time is out of sync, it can cause issues with the generation of the verification code. You may need to disable the Set Time Automatically option to keep it in sync.
Refresh the App: Open the Microsoft Authenticator app and pull down to refresh or tap the refresh button to see if the code appears.
Reinstall the App: If the issue persists, consider uninstalling and then reinstalling the Microsoft Authenticator app. Make sure to back up your account credentials before doing so.
Check Notifications: Ensure that notifications are enabled for the Microsoft Authenticator app on your device, as this could affect the delivery of codes.
Network Connection: Make sure your mobile device has a stable internet connection, as this can impact the app's ability to receive notifications.

If you continue to experience issues, you may want to consult additional troubleshooting resources or support for further assistance.

References:

Answer 2

Estrella721 28,320 Independent Advisor

Hi,

On the sign-in page where it asks you to enter the code from your authenticator app, click I cant use my app right now, then find the link that says Show more verification methods. This will give you the option to sign in using the available verification methods such as your phone or alternate email address.

If not, on the next page, click I dont have any of these. After clicking that, you will be prompted to complete the information needed to confirm that the account owner is making this sensitive change. Once your account is verified, you will be able to update your security information.

If you have recently made a sensitive security change, your account may be placed in a restricted state for 30 days.

This is done to protect you and alert you in case the security information was changed by someone without your permission. See: https://support.microsoft.com/account-billing/what-does-security-info-change-is-still-pending-mean-cbd0f64f-02d9-45d2-90c3-2375e5a72e52#:~:text=While%20we%20understand%20this%2030,phone%20number%20or%20email%20address

Daniel Loshak 0 Reputation points

2025-12-04T17:53:23.3833333+00:00

None of those suggestions worked for me.
Estrella721 28,320 Reputation points Independent Advisor

2025-12-04T19:59:09.0366667+00:00

I'm sorry to hear that. If two-factor authentication (2FA) is enabled, the account recovery form cannot be used. Are you able to access your second verification method? If yes, please try resetting your password by sending the code to your second verification method.

https://support.microsoft.com/account-billing/reset-a-forgotten-microsoft-account-password-eff4f067-5042-c1a3-fe72-b04d60556c37

If you’re unable to verify your identity using your recovery phone number or email address, I suggest completing the account reinstatement form.

https://www.microsoft.com/concern/AccountReinstatement

Note: This is different from the account recovery form.

Microsoft Team will review the information provided. If they determine that you are the rightful owner, they will reinstate your account. Please note that they typically respond within 48 to 72 hours. Be sure to check your junk and spam folders for their response.
Daniel Loshak 0 Reputation points

2025-12-04T20:02:58.94+00:00

I tried all of those without any luck, I only get options that take me straight back to the authenticator app.
Daniel Loshak 0 Reputation points

2025-12-04T20:17:15.6733333+00:00

When I try and reset the password for ******@capellaeurope.onmicrosoft.com - I get this

Recover your account

We can help you reset your password and security info. First, enter your Microsoft account and follow the instructions below.

Try entering your Microsoft account again. We don't recognise this one.
Estrella721 28,320 Reputation points Independent Advisor

2025-12-04T21:55:18.05+00:00

When you are using an authenticator app and it asks you to enter a code, the codes should appear in the authenticator app. You just need to open the app and enter the code on the login page.

Based on the second error message, “We don't recognize this one,” did you make sure you typed your email address correctly?

Try using your browser in incognito mode and log in to Outlook.com. Does it work, or does it show the same error?
Daniel Loshak 0 Reputation points

2025-12-04T21:58:39.9233333+00:00

The auth app is on my phone, the email address was correct, I dont have an option to use a browser in incognito mode. This should just work.
Daniel Loshak 0 Reputation points

2025-12-04T22:00:11.37+00:00

Would it be best if you deleted all my accounts and I start from the beginning?
Estrella721 28,320 Reputation points Independent Advisor

2025-12-04T22:04:10.9666667+00:00

If you are using Microsoft Edge or Google Chrome, open the app and press Ctrl + Shift + N on your keyboard to open a new incognito window.

Please note that here in Microsoft Q&A, we are also fellow users and we do not have access to any accounts. Also, deleting an account can only be done by you after you regain access to the account, or if you have not accessed it for 2 years, it will automatically close.
Daniel Loshak 0 Reputation points

2025-12-04T22:08:44.25+00:00

I use Safari on a Mac but even using ingotnito on that I still get a divert to ******@capellaeurope.onmicrosoft.com

Enter the code displayed in the Microsoft Authenticator app on your mobile device

Please fix this!
Daniel Loshak 0 Reputation points

2025-12-04T22:11:31.8933333+00:00

What happens when you try and take payment and can't? What should I do then?
Estrella721 28,320 Reputation points Independent Advisor

2025-12-04T22:12:10.57+00:00

To clarify, is the @capellaeurope.onmicrosoft.com address your email, or is it something you don’t recognize?

Please note that this is a public forum, so do not share any personal information, such as your email address, for your privacy and security.
Daniel Loshak 0 Reputation points

2025-12-04T22:13:52.1266667+00:00

I took out a 365 Subscription on the 2nd June 2025.

I ended up with two accounts:

******@capellasystems.net - no active subscription

And

******@capellaeurope.onmicrosoft.com - this has the 365 active subscription

I cannot log into the ******@capellaeurope.onmicrosoft.com - as it asks me for a code that’s supposed to be sent to my Microsoft Authenticator app but the code never arrives. I’ve tried uninstalling and reinstalling the authenticator app and all the other troubleshooting steps but still no luck.

Ideally, I’d like to either cancel or transfer the subscription for ******@capellaeurope.onmicrosoft.com - and use ******@capellasystms.net

I am not part of an organisation; I am the sole user/subscriber.
Estrella721 28,320 Reputation points Independent Advisor

2025-12-05T07:30:02.8733333+00:00

I see, thanks for the clarification. If you cannot recover your account in any way, I suggest that you contact Microsoft Billing Support directly to see if they can grant your request to transfer your active subscription from your old account to your new one.

Click this link: https://support.microsoft.com/contactus/

Sign in to your Microsoft account.

Select Microsoft 365 > Click 'Get home support'.

Type "Chat with an agent" from the text field and press Enter.

Click "Contact support" at the bottom.

Select the product you need help with.

Follow the prompts to connect with a live agent.

Customer service phone numbers: https://support.microsoft.com/topic/customer-service-phone-numbers-c0389ade-5640-e588-8b0e-28de8afeb3f2
Daniel Loshak 0 Reputation points

2025-12-05T10:54:28.0533333+00:00

(Click this link: https://support.microsoft.com/contactus/)

I tried this twice and both times the agent was unable to assist, claiming they didn't have the knowledge, each time they called me and tried to put me through to customer support but each time there was no answer after 15 mins waiting and the line went dead.

(Customer service phone numbers: https://support.microsoft.com/topic/customer-service-phone-numbers-c0389ade-5640-e588-8b0e-28de8afeb3f2_

I've tried calling but cannot get past the automated agent.
Estrella721 28,320 Reputation points Independent Advisor

2025-12-05T18:23:16.9566667+00:00

I see. It’s better to keep trying on the live chat, as other people said they usually get easier assistance or a better chance of talking to a live person than on the call.

Because of the high number of tickets they receive, it may take several attempts to reach a live agent. If this happens, I suggest trying again later. Also, keep in mind that contacting them during business days and hours gives you a better chance, as more support agents are available at those times.

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'Enter the code displayed in the Microsoft Authenticator app on your mobile device​' - code never arrives

2 answers