Not receiving the code to verify my account on the Authenticator app

Question

Microsoft shows the number on email to verify on the app but the authenticator isn’t responding, how do I deal with this

Answer 1

Follow these steps to troubleshoot when the Authenticator app is not responding and no verification code is received.

1. Check for alternative verification methods

• If another method (SMS, email, backup phone) is configured, choose that instead of the Authenticator app when prompted.
• After signing in with an alternate method, review and update security info:
  • Go to the Security basics page and select Update info.
  • Confirm that the phone number and email are correct and usable.

2. Avoid repeated code requests

• Do not repeatedly request new codes; excessive or repetitive requests can cause Microsoft to temporarily block sending verification codes.

3. Check for blocks or unusual activity

• If there has been unusual activity or many failed attempts, the account may be temporarily blocked from receiving codes. In that case, wait and try again later, or use another verification method already on the account.

4. If using SMS or email instead of the app

• Verify the correct mailbox is being checked; codes are only sent to the primary alias or an email/phone added as a verification method.
• Check the junk/spam folder for messages from @accountprotection.microsoft.com and mark it as a trusted sender.
• Ensure the phone number is entered correctly and that the device can receive texts from unknown numbers.
• Do not use a VOIP number; add a mobile number instead.

5. If still unable to verify

• If no verification method works and codes are not arriving, it may be necessary to wait until access to the registered phone/email is available or to change the security info once signed in via another method.
• If sign-in is not possible at all, use the sign-in helper or contact Microsoft Support for further assistance. Note that support agents cannot send verification codes or change account details.

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References:

• Troubleshoot Microsoft verification code issues
• Microsoft Authenticator app doesn't show 6-digit OTP code - Microsoft Q&A
• Having problems getting text codes to confirm my account - Microsoft Q&A
• Microsoft authenticator sending me into a spiral - Microsoft Q&A
• I need to reset my mfa methods - Microsoft Q&A
• Requesting a Tenant Admin MFA Reset - Microsoft Q&A