Problem with authenticator app

Question

Im trying to login to my work apps that make you use the authenticator app

But the authenticator app doesnt get the sign in request or the code

Please help I need to get into my work apps. I did get a new phone, i dont know if thats part of the problem

Answer 1

Dear @Jera,

Thank you for reaching out to Microsoft Q&A forum.

I'm truly sorry to hear about the issue you're facing with Authenticator app. As a forum moderator, I genuinely wish I could directly access your account or delve into the backend systems and fix this for you. However, our role here is limited to providing general guidance and solutions that can be applied by users. 
The core issue is that your work account is still cryptographically linked to your old phone's hardware ID. This means that even if you have the Authenticator app installed on your new device, the automated push notifications are being sent to your old device, which the server still recognizes as the "trusted" hardware.

This is a common issue when switching phones, as security protocols are designed to prevent easy "cloning" of an account onto a new device without re-authorization. Please follow these steps to resolve the issue:

1.Use the "Sign in another way" Link

If your organization allows multiple methods, you can bypass the app temporarily.

• On the login screen where it asks for the code, click "I can't use my Microsoft Authenticator app right now" or "Sign in another way."
• Select Text or Call if those backup methods were previously configured.

2.Access the Security Info Portal

If you can still get into your account (perhaps via a trusted computer already signed in), you can update your own hardware link.

• Go to mysignins.microsoft.com/security-info.
• Click Add sign-in method and select Authenticator app to register your new phone.
• Look for the Microsoft Authenticator entry that corresponds to your old phone and delete it.

3.Administrative MFA Reset

If you are completely locked out and have no other sign-in methods, this issue can only be resolved by your company's IT department. They can: 

• Reset your password. 
• Disable or reset your Multi-Factor Authentication (MFA) settings for your account in the Microsoft 365 admin center or Azure Active Directory (now Microsoft Entra ID). This would allow you to log in with just your password and set up MFA again. 

They can do this via the Microsoft Entra Admin Center. For detailed instructions, please refer to this Microsoft guide: Manage authentication methods for Microsoft Entra multifactor authentication - Microsoft Entra ID

I hope this helps you get back into Teams quickly. While I can't directly intervene, I believe these steps will guide you toward a resolution. Please feel free to reach out if you need any further assistance. I appreciate your patience and look forward to hearing from you. Wishing you a wonderful weekend!

---

If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment".  

Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread. 

Answer 2

If you're having trouble with the Microsoft Authenticator app not receiving sign-in requests or codes, here are some steps you can take to resolve the issue:

1. Check App Permissions: Ensure that the Authenticator app has the necessary permissions to run in the background. On your device, go to the app settings and check if background activity is allowed.
2. Update the App: Make sure that the Microsoft Authenticator app is updated to the latest version. Check your app store for any available updates.
3. Reopen the App: Sometimes, simply closing and reopening the Authenticator app can help. Make sure to manually open it before attempting to sign in again.
4. Reinstall the App: If the problem persists, you might want to uninstall and then reinstall the Microsoft Authenticator app. Be sure to back up any accounts if necessary before doing this.
5. Contact IT Support: If you are still unable to log in, it may be necessary to reach out to your IT department or help desk for assistance. They may need to check your account settings or provide alternative authentication methods.
6. Alternative Sign-In Methods: If your organization allows it, check if there are alternative methods for signing in, such as using SMS or email verification.

If you are the sole administrator of your Microsoft account and cannot access your account due to issues with the Authenticator app, you may need to contact Microsoft support for further assistance.

---

References:

• Error: Your device configuration is preventing sign in
• Microsoft authenticator sending me into a spiral - Microsoft Q&A