Unable to get codes on Authnticator

Question

I was locked out of eCW EMR, forgot my password and had too many attempts and can't receive a code to authenticate signing in. I can now access my Microsoft, I was unable to access a code for the authenticator app when I sign in. My IT dept can't help me, contacted eCW they don't have access because it's in MA.

Answer 1

Follow these steps to resolve the Microsoft Authenticator issue and regain access:

1. Check the Authenticator app status
   • Open Microsoft Authenticator and make sure the app is unlocked (no app lock / PIN screen blocking prompts).
   • Ensure the device has a stable internet connection (try switching between Wi‑Fi and mobile data).
   • Confirm the device’s date and time are set correctly (automatic time is recommended).
2. Fix missing or silent codes/prompts
   • Make sure notifications are enabled for Microsoft Authenticator on the phone and not set to “silent” or “deliver quietly”.
   • If SMS or email codes are configured as backup methods, check text messages and email (including spam/junk) in case codes arrived silently.
3. Update the Authenticator app
   • Install the latest version of Microsoft Authenticator from the app store, as outdated versions can cause “Authentication did not complete” or missing prompt issues.
4. If still unable to complete authentication
   • If the sign‑in shows “Authentication did not complete”, it is usually due to one of: locked app, silent notifications, outdated app, network issues, or incorrect device time. Verify each of these and try again.
   • If the problem is that security codes (SMS/email) never arrive and no other method works, follow the guidance for lost security info:
     • If access exists to at least one security method, sign in to Advanced security options 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” step, and follow the process to replace security info (note this can impose a 30‑day wait before full access is restored).
     • If the password is also forgotten and no security info is available, use the account recovery form to attempt to regain access.
5. When IT or vendor support cannot help
   • For a business/organization account where only one admin exists and MFA is blocking access, the tenant’s only admin may need to work with Microsoft’s Data Protection team via Microsoft Support (phone or a support ticket from another tenant) to reset MFA. This is required when no other admin can reset MFA and no security methods are usable.

If, after these steps, codes or prompts still do not arrive, another verification method (different phone/email) or full account recovery will be required before access to systems that rely on this Microsoft account (including eCW, if it uses this identity) can be restored.

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References:

• Authentication did not complete
• Troubleshoot problems with Microsoft Authenticator
• Troubleshoot Microsoft verification code issues
• I have a Micrsoft business account and I am the admin and the only user registered under this account. I can't log in because i have replaced my phone and the authenticator doesn't work. - Microsoft Q&A
• Global Admin Locked out - Microsoft Q&A
• I need to speak with a real person and it seems impossible. - Microsoft Q&A
• Microsoft authenticator sending me into a spiral - Microsoft Q&A
• Requesting a Tenant Admin MFA Reset - Microsoft Q&A