Mobile Authentication

Question

My mobile authentication app is not working. Not giving me a notification or number to enter. My app is asking me to enter a code from my app. Help.

Answer 1

Follow these steps to get back into the account when Microsoft Authenticator is not sending notifications or showing a code:

1. Check why “authentication did not complete”
   • Make sure the Microsoft Authenticator app is unlocked on the phone. If it’s locked, the prompt or code box may not appear.
   • Confirm notifications are enabled for Microsoft Authenticator and not set to silent. If notifications are off, you won’t see approval prompts.
   • Ensure the app is up to date with the latest version.
   • Verify the phone has a working internet connection (try switching between Wi‑Fi and mobile data).
   • Check the device date and time are correct.
2. If push notifications don’t arrive
   • Open the Microsoft Authenticator app directly.
   • Pull down to refresh the account list or tap Refresh if shown. For some sign-ins (especially anomalous ones), the approval request appears only after refreshing inside the app, not as a push notification.
3. Use the verification code from the app (if available)
   • Tap the account entry in Microsoft Authenticator.
   • Look for a “One-time password code” or a 6‑digit OATH verification code that changes every 30 seconds.
   • When the sign-in page asks for a code from the app, enter this 6‑digit code.
4. If no code is shown for the account
   • Use a different verification method if offered (for example SMS or email code) to get signed in.
   • Once signed in, review and update security info/MFA methods so that at least one backup method (SMS, alternate email, or another authenticator) is available.
5. If none of the methods work and access is still blocked
   • For a work or school account, contact the organization’s IT or global administrator and ask them to reset MFA methods or require re‑registration so the app can be set up again.
   • For a personal Microsoft account, follow the guidance in the verification code troubleshooting article linked from the FAQ.

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References:

• Authentication did not complete
• Troubleshoot problems with Microsoft Authenticator
• Authentication methods in Microsoft Entra ID - Microsoft Authenticator app
• Microsoft Authenticator FAQs
• Common problems with two-step verification for a work or school account