Authenticator App

Question

I am trying to log in to my work email on my iPhone, and I have to use the authenticator app to approve the login. When I try to sign in, it takes me to the authenticator app and shows me the two digit number I need to approve the login, but it does not pop up with a box to type the number in. I have tried restarting my phone, deleting the app and re installing, and deleting my account and trying to re add it. I need help with getting the box to pop up where you would enter the two-digit number to authorize the login.

Answer 1

Hi @Alex Welch,

Welcome to the Microsoft Q&A forum.

I would like to provide you with the following information:

To resolve this issue, you need to reset MFA for your account.

You mentioned that your account is a work account. If this account is provided by your organization, you can contact your organization’s IT department and ask them to assist you with resetting MFA for your account.

You can share the following steps with your IT department to reset MFA:

Step 1: Go to https://entra.microsoft.com

Step 2: Select Users > All users > select your account name

Step 3: Select Authentication methods > Require re-register authentication methods

After completing these steps, the next time you sign in, you will be prompted to set up MFA again, and the issue should be resolved.

If you are the only Global Administrator in your tenant, you will need to contact Microsoft’s Data Protection Team to get assistance with resetting MFA for the Global Admin account.

Please look up the appropriate support hotline for your region and call Microsoft frontline support. Then, ask them to create a ticket for you using the following link:

Customer service phone numbers – Microsoft Support

In this case, the Data Protection Team is the only team that has the necessary tools and procedures to verify your identity and restore access to the administrator account.

Please note that forum moderators do not have the authority to directly intervene in user accounts, especially for issues related to:

• Account sign-in
• Password reset
• MFA authentication
• Changing or restoring access permissions

 

Tips for working with the IVR (automated phone system)

To make the IVR process more efficient, you can follow these tips:

• When calling the support number, you may hear an introduction for about 30 seconds (for example: “You can visit the link…”). You can skip this and wait until the system presents the options.
• Then:
  • Press 1 – as a business email user
  • Press 1 again – to select technical support

In some regions, the initial process may be fully automated. Below is a sample dialogue you can prepare in advance:

• What kind of problem are you experiencing? → Authenticator
• What products do you use? → Office 365 for business
• Is this for an education or company account? → For companies
• Are you an administrator? → Yes
• Are there any other administrators in your organization? → No. I am the only admin in my tenant
• Do you need a service request? → Yes. I need to create a ticket. Please send me directly to the Data Protection Team.

During the call, you may be asked to provide some subscription-related information, including:

• Company name
• Billing information
• Phone number
• Alternative email address

This information helps the Data Protection Team verify your identity and securely restore access.

 

Temporary workaround if you cannot reach phone support

If you are still unable to contact support by phone, you may consider the following temporary workaround:

• Register a new Microsoft 365 tenant (trial version) at: Microsoft 365 Business Plans and Pricing | Microsoft 365
• After the new tenant is created, go to the Admin Center, create a support ticket, and request to work with the Data Protection Team on behalf of your original tenant.

When creating the ticket, it is recommended to use the following title to ensure it is routed to the correct team more quickly:

Request to contact the Data Protection Team to restore administrator account access

 

Important notes:

• The new trial tenant does not provide access to data or settings of the locked tenant. It is only used as a temporary method to contact Microsoft Support.
• Please prepare identity verification information and proof of ownership for the original tenant.
• Resolution time may be longer since you are contacting support from a different tenant.
• Do not forget to cancel the trial subscription after the issue with the original tenant is resolved to avoid unexpected charges.

 I hope this information is helpful. Please follow these steps and let me know if it works for you. If not, we can work together to resolve this.   

Thank you for your patience and your understanding. If you have any questions or need further assistance, please feel free to share them in the comments on this post so I can continue to support you.

I look forward to continuing the conversation.

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Answer 2

It seems you're experiencing an issue with the Microsoft Authenticator app where the input box for entering the two-digit code does not appear. Here are some steps you can try to resolve this issue:

1. Ensure the App is Updated: Make sure that the Microsoft Authenticator app is updated to the latest version available in the App Store.
2. Check Notifications Settings: Ensure that notifications are enabled for the Authenticator app. Go to your iPhone's Settings > Notifications > Authenticator and make sure that Allow Notifications is turned on.
3. Re-add Your Account: Since you've already tried deleting and reinstalling the app, you may want to ensure that your account is correctly set up again. Sometimes, removing the account from the app and re-adding it can help.
4. Use a Different Device: If possible, try logging in using a different device to see if the issue persists. This can help determine if the problem is with the app or your iPhone.
5. Contact Support: If none of the above solutions work, consider reaching out to Microsoft support for further assistance. They may have additional troubleshooting steps or insights into the issue.

These steps should help you troubleshoot the problem with the Microsoft Authenticator app on your iPhone.

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References:

• Authentication methods in Microsoft Entra ID - Microsoft Authenticator app