Microsoft Authentication app

Question

Im having trouble with my Microsoft authentication app, doesn’t receive the codes.

Answer 1

Try these checks and fixes in order:

1. Make sure Microsoft Authenticator can show prompts
   • Open the app and confirm it is not locked. If it is, unlock it and try again.
   • Verify notifications are enabled for Microsoft Authenticator in the device settings and that they are not set to silent.
2. Update and check connectivity
   • Ensure the Microsoft Authenticator app is updated to the latest version.
   • Confirm the device has a working internet connection. If prompts are not arriving, switch between Wi‑Fi and mobile data and retry.
3. Verify device settings
   • Check that the device date and time are set correctly (preferably automatic). Incorrect time can cause codes or approvals to fail.
4. If using verification codes by SMS or email instead of app prompts
   • Confirm the phone number or email address on the account is correct and that messages from unknown numbers are not blocked.
   • For email codes, check junk/spam for messages from @accountprotection.microsoft.com.
   • Avoid repeatedly requesting codes, as excessive requests or unusual activity can cause Microsoft to temporarily block sending verification codes.
5. If still unable to receive any verification method
   • If access to some security info remains (another phone or email), sign in to the Advanced security options page and add a new way to sign in or verify, then remove the old method.
   • If all security info is lost but the password is known, start sign‑in, choose I don't have any of these at the “Verify your identity” prompt, and follow the steps to replace security info. After replacement, sign‑in may be restricted for up to 30 days.
   • If the password is also unavailable and no security info can be used, follow the guidance in Help with the Microsoft account recovery form and submit the recovery form.
6. If the app shows “Authentication did not complete”
   • Ensure the app is unlocked, notifications are enabled, the app is updated, the device is online, and the date/time are correct.

If none of these steps restore code delivery or app prompts, use the sign‑in helper or contact Microsoft Support and describe that verification codes or Authenticator prompts are not being received. Support cannot send codes or change account details but can help troubleshoot sign‑in issues.

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References:

• Troubleshoot problems with Microsoft Authenticator
• Troubleshoot Microsoft verification code issues