Problem with logging in to Azure portal

Question

I had a problem with my iPhone yesterday and ended up uninstalling Microsoft Authenticator. Unfortunately I thought the data for Authenticator was getting backed up, but not so much!

I have re-installed Authenticator. I have added the Microsoft account back in to Authenticator. After entering the password, Authenticator then asks me to Approve sign in request, and to open the Authenticator app which I am already in?

When I try and log in to the Microsoft account via the Web, I get 3 options to verify my identity:

1. Approve a request on my Microsoft Authenticator app. I don't get a request to the app.
2. Use a verification code. that gives me the error: Sorry, we're having trouble verifying your account. Please try again.
3. Text. I get the same error: Sorry, we're having trouble verifying your account. Please try again.

Can someone please advise, I am getting rather desperate! I have been searching for a solution since yesterday morning.

Answer 1

I logged a query on the Azure platform. And got a response from Microsoft support, who said they were passing it on to another support department.

Bency B from that support department was tremendous!

She phoned me, and got someone to reset my authentication details, and I could then recover the account.

Many thanks Bency!

Answer 2

It sounds like you're experiencing issues with the Microsoft Authenticator app after reinstalling it. Here are some steps you can take to troubleshoot the problem:

1. Check Notifications: Ensure that notifications are enabled for the Microsoft Authenticator app on your iPhone. Go to Settings > Notifications > Authenticator and make sure that "Allow Notifications" is turned on.
2. Refresh the App: Sometimes, the app may not refresh properly. Open the Authenticator app and try pulling down to refresh the list of accounts. This might prompt the app to send the approval request again.
3. Alternative Verification Methods: Since you are having trouble with both the verification code and SMS options, you might want to check if you can use any other recovery options available for your Microsoft account. If you have set up additional methods, try using those.
4. Contact Support: If the above steps do not resolve the issue, it may be helpful to contact Microsoft support for assistance. They can help you reset your MFA settings if necessary.
5. Reinstall Authenticator: If problems persist, consider uninstalling and reinstalling the Authenticator app again, ensuring that you follow the setup instructions carefully to link your account properly.

These steps should help you regain access to your Microsoft account.

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References:

• Troubleshoot Azure Multi-Factor Authentication issues
• Unable to Verify Identity for Azure Login – Error 399287