The authenticator doesn't work

Question

I have a new phone and would like to log in to my school account. I need to get a notification from the authenticator app but don't get a notification

I have a new phone and would like to log in to my school account. I need to get a notification from the authenticator app but I don't get a notification. already

Ik heb een nieuwe telefoon en wil graag inloggen op mijn schoolaccount. Ik moet een melding ontvangen van de authenticator-app, maar ik krijg geen melding. op mijn oude telefoon krijg ik wel een melding.

Ik heb een nieuwe telefoon en wil graag inloggen op mijn schoolaccount. Ik moet een melding krijgen van de authenticator-app, maar ik krijg geen melding. op mijn oude telefoon krijg ik wel een melding, maar als ik de code daar typ, blijft hij daar. Ik heb een nieuwe telefoon en wil graag inloggen op mijn schoolaccount. Ik moet een melding krijgen van de authenticator-app, maar ik krijg geen melding. op mijn oude telefoon krijg ik wel een melding, maar als ik de code daar typ, blijft deze staan.

I have a new phone and would like to log in to my school account. I need to get a notification from the authenticator app but I don't get a notification. on my old phone I do get a notification but if I type the code there it keeps loading for a long time. can I do something about this?

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Moved from: Microsoft Security | Microsoft Authenticator

Answer 1

Since your question was submitted in English, I’ll respond in English. If you prefer another language, just let me know. I'll tailor the next guidance on your preferred language.

Hello @Sven Bezemer,   

Thank you for posting your valuable question on Microsoft Q&A forum.    

Based on your description, I understand that you recently switched to a new phone and are trying to access your university email, which requires Microsoft Authenticator. When you sign in, you’re asked for a code, but the Authenticator app on your new phone isn’t set up yet. The notification still goes to your old phone, and even when you enter the code from there, the sign‑in does not complete.  

Please let me know if I misunderstood any part of your issue or if there are additional details you’d like to share.  

If you still have the old phone, you can try these steps:  

Use Cloud back up: 

• Open the Microsoft Authenticator app on your old phone.  
• Go to Settings > Backup and ensure cloud backup is enabled (linked to your Microsoft account).  
• On your new phone, install Microsoft Authenticator and sign in with the same Microsoft account to restore the backup.  
• Verify that your accounts appear and test login.  

Add Authenticator from a computer 

• Go to: https://mysignins.microsoft.com/security-info 
• Sign in to your work or school account using multi‑factor authentication on your old phone. 
• Click + Add sign-in method
• Select Microsoft Authenticator > Click Next > A QR code will appear on your screen 
• Open Microsoft Authenticator on your new phone 
  • Tap + (Add account) > Choose Work or school account 
  • Select Scan a QR code > Scan the QR code shown on your computer 
• Microsoft will send a test notification, approve it in the app to finish setup.

If the steps above don’t fix the problem, could you please confirm that you are the end-user or the IT admin of your organization? 

If you are the end-user, I would recommend you contact your organization account's Admin to reset your MFA settings through the Microsoft Entra Admin Center.

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If you haven’t yet reached out, here’s a helpful guide to locate your Microsoft 365 administrator: How do I find my Microsoft 365 admin? - Microsoft Support  

Here are some key points to keep in mind:   

You start by contacting the person who originally provided your account, such as a teacher, school administrator, or IT support staff. They can verify permissions, confirm your group membership, and check for restrictions. If unsure who to reach out to, begin with a teacher or staff member you regularly interact with; they can assist or direct you to the right department. Additionally, use your school’s helpdesk portal, support email, or tech support channel for assistance.  

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Ask your administrator to follow these steps:    

• Go to Microsoft Entra Admin Center: https://entra.microsoft.com  
• Navigate to Users > All Users.  
• Select your user account.  
• Go to Authentication Methods.  
• Click "Require re-register multifactor authentication".  

   

This will reset your MFA settings. The next time you sign in, you’ll be prompted to set up the Authenticator app again using a QR code.  

If you're an IT admin, please check to see if there are other IT admins in your organization who can help you with the reset. 

If you are the only administrator in your organization, this request cannot be handled through the Microsoft Q&A forum due to security and privacy limitations. In this case, you will need to contact the Microsoft Data Protection team, as they are the only group authorized and equipped with the necessary tools and verification procedures to confirm your identity and restore administrator access. 

Please try to find the related hotline number to call the frontline and let them raise a ticket for you: Customer service phone numbers - Microsoft Support 

Please carefully follow this instruction to ask for Microsoft Data Protection team support:   

Depending on your country or region. For some countries, when calling the support number, although there are about 30 seconds opening as something "you can visit the link...." But you can ignore this opening and wait until the option, then "1" as a business email user, "1" again for technical help.   

For some countries, it will be an automated conversation like:    

First, when you call the hotline, it asks what kind of problem you are worried about.   

Answered: authenticator.   

A: What kind of product are you using?   

B: Office 365 for business.   

A confirmation: education or company account?   

B: For companies   

A: Are you an administrator?   

B: Yes.   

A: Do you have the other admin in your organization?   

B: No.   

A: You need one.... Service request?   

B: Yes   

If your organization's Office 365 Business/Education subscription is from a partner or reseller, and the global administrator is unable to open a service request on your end, contact the reseller's support provider to help open a service request on behalf of you instead.   

Please understand that forum moderators have no control over user accounts, especially when it comes to logging in to your account, resetting your password, changing your access, etc.   

I hope Data Protection team can successfully revoke your access. If you need any further assistance or need help on any process, please feel free to reply. I'm here to help!  

Thank you for your kindness and understanding so far!

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Answer 2

If you're not receiving notifications from the Microsoft Authenticator app on your new phone, here are some steps you can try:

1. Check Notifications Settings: Ensure that notifications are enabled for the Microsoft Authenticator app in your phone's settings. Sometimes, notifications can be blocked or turned off.
2. Reinstall the App: If notifications are enabled but still not working, try uninstalling and then reinstalling the Microsoft Authenticator app on your new phone.
3. Add Your Account Again: You may need to add your school account to the Authenticator app again. This usually involves scanning a QR code or entering a setup key provided by your school.
4. Use Alternative Methods: If you continue to have issues, consider using alternative verification methods, such as receiving a phone call or a text message for authentication instead of relying solely on the app.
5. Check for Third-Party Apps: If you have any third-party security apps installed, they might be blocking notifications from the Authenticator app. Try disabling them temporarily to see if that resolves the issue.
6. Old Phone Issues: If you are still able to receive notifications on your old phone but experience issues when entering the code, ensure that your old phone is connected to the internet and that there are no connectivity issues.

If these steps do not resolve the issue, you may need to reach out to your school'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 - Microsoft Authenticator app