Not getting sent codes

Question

I have the microsoft authenticator app for my school. When I try to log into my school Canva It sends a code to my authenticator app, but I never get the code and I always get the error below. I have tried to log out on my authenticator app but when I log back in it asks me for a code that I cannot see if I got or not because I’m in the app.

The is the code

Error Code: 500121

Request Id: [Moderator note: personal info removed]

Correlation Id: [Moderator note: personal info removed]

Timestamp: 2026-01-29T18:33:14Z

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Moved from: Microsoft Security | Microsoft Authenticator

Answer 1

Dear Makaila Quinata,

Thank you for posting your question in the Microsoft Q&A forum. 

The error 500121 usually occurs when there is a failure in the MFA process as you have already experienced. In your case, the quickest solution would be reaching out to your IT or admin team and ask them to reset the MFA methods for you.

Below is a step-by-step solution tailored for your IT admin to follow to reset MFA for your account 

• Sign in to the Entra Admin Center using the Global Administrator account  
• Go to Identity > Users > All users  
• Select the affected account > Authentication methods  
• Reset MFA for the user (Manage authentication methods for Microsoft Entra multifactor authentication)
• 
• 

Note: Resetting MFA will sign the user out of all sessions and require MFA to be set up again.

Please let me know if you need help explaining this process to your IT administrator or if you have any additional questions.

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Answer 2

It seems you are experiencing an issue with receiving codes in the Microsoft Authenticator app while trying to log into your school Canva account. Here are some steps you can take to troubleshoot this issue:

1. Check Device Time Settings: Ensure that the time settings on your device are correct and synchronized. If the time is off, it can cause issues with receiving codes. You may need to disable any automatic time settings and manually set the correct time.
2. Reinstall the App: If logging out and back in does not work, consider uninstalling and then reinstalling the Microsoft Authenticator app. This can sometimes resolve issues with the app not functioning correctly.
3. Check for App Updates: Make sure that your Microsoft Authenticator app is updated to the latest version. An outdated app may have bugs that have been fixed in newer versions.
4. Use Alternative Verification Methods: If your school has set up alternative verification methods, try using those to log in. This could include receiving a code via SMS or email if those options are available.
5. Contact Support: If the issue persists, you may need to contact your school's IT support or Microsoft support for further assistance, especially since you are receiving a specific error code (500121). They may have more insights on this error and how to resolve it.

Following these steps should help you troubleshoot the issue with the Microsoft Authenticator app not sending codes.

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References:

• Send Microsoft Authenticator logs and get an incident ID
• You don't receive a text or voice call that contains the verification code for Microsoft Entra multifactor authentication