We can't receive a code from Authentic

Question

We can't receive a code from Authenticator

My Email is [Moderator note: personal info removed]@platinummenswear.com.au

Answer 1

Please note that this forum is a public platform, so we’ve adjusted your question to hide your organization’s domain name. For future posts, kindly avoid sharing any personal or organizational details to help protect your data. 

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Hello @Tony Barlow

Welcome to the Microsoft Q&A Community! 

I understand that you can't now receive the code for Microsoft Authenticator, which is preventing you from signing in to your account 

To better support you, may I know if you have User or Admin permission to your work/school account?

In case it's a work or school account which you have User permission, an Admin can help you reset your multi-factor authentication (MFA) settings through the Microsoft Entra Admin Center. 

To identify your school admin, kindly refer to this article: How do I find my Microsoft 365 admin? - Microsoft Support 

Please have your Admin follow the steps shown in the following article: Manage authentication methods for Microsoft Entra multi-factor authentication - Microsoft Entra ID … 

1. Sign in to the Microsoft Entra admin center as at least an Authentication Administrator. 
2. User > all user.  Select the user you want to act on, and select Authentication methods. then select Require re-register of multi-factor authentication.  

Require re-register MFA:  This disables all previous authentication methods. You'll then be prompted to configure a new MFA authentication method the next time you try to sign in, so you can add a new authenticator app.  

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In case it's a Work account which you have Admin permission, only Microsoft Data Protection team can help you restore access. Please find the appropriate contact information here and make a phone call: Customer service phone numbers - Microsoft Support 

Once your ticket is assigned and you receive a call from an agent, please be ready to provide details associated with your subscription, such as: 

• The primary domain associated with your Microsoft 365 subscription. 
• Billing details associated with the subscription, such as invoice numbers or partial payment information. 
• Official business information matching what is listed on the tenant profile. 

Having this information prepared will help expedite the verification process. 

When you call the hotline, they will ask you what kind of problem you are struggling with. 

Answer: Authenticator. 

A: What products do you use? 

B: Office 365 for business. 

Verification: Education or company account? 

B: For companies 

A: Are you an administrator? 

B: Yes. 

A: Are there any other administrators in your organization? 

B: No. 

A: I need one.... Service request? 

B: Yes 

Note:  

Depending on your country or region, when you call the support number, you may hear an introduction of about 30 seconds such as "you can visit the link...". You can ignore this introduction and wait until you are presented with the options. Then press "1" as a business email user, and again "1" for technical help. 

Please try calling the phone support number 2-3 times during work week to ensure an agent is available to take your ticket. 

After submitting your support ticket, it may take some time for it to be assigned to an agent. Due to the high volume of requests, there could be delays in handling your case. Please allow 5-7 days for your ticket to reach an agent. 

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

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If you cannot successfully speak to a support representative, please consider creating a new tenant by signing up for a trial Microsoft 365 subscription via this link Compare All Microsoft 365 Plans | Microsoft.

Once the new tenant is set up, use its admin console to submit a support ticket requesting assistance for your original tenant. Remember to cancel the trial subscription after the issue is resolved to avoid charges. 

Thank you very much for your valuable time and your cooperation. Let me know how it goes on your end or if you need further assistance.  

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Answer 2

If you are not receiving a code from the Microsoft Authenticator app, there are a few potential issues and solutions you can consider:

1. Check Email and Spam Folder: Ensure that the email address associated with your Microsoft account is correct and check your spam or junk folder for any missed emails containing the verification code.
2. Browser Issues: Sometimes, the verification page may not render correctly. Try accessing your account in a different browser or in a private/incognito window to see if that resolves the issue.
3. Reset Sign-in State: If you are using Outlook, consider resetting the sign-in state. For the classic Outlook, go to Tools > Accounts, select your account, and reset it. For the new Outlook, go to Settings > Accounts, remove the account, restart Outlook, and then add it back.
4. Clear Cached Credentials: If you're still facing issues, clearing saved Office sign-in items in your Keychain Access (for Mac users) or clearing the cache in your browser may help.
5. Switch to Microsoft Authenticator: If you are using SMS for verification, consider switching to the Microsoft Authenticator app, which can provide more reliable push notifications for verification codes.

If these steps do not resolve the issue, you may need to contact Microsoft support for further assistance.

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References:

• Having problems getting text codes to confirm my account - Microsoft Q&A
• Requesting a Tenant Admin MFA Reset - Microsoft Q&A