Authorization app not working

Question

May authorization app is not letting me sign in. I have my mobile device it keeps saying open your mobile device and get the code and I can’t sign in to get the code so I don’t know what to do.

Answer 1

Follow these steps to troubleshoot the issue where the authenticator app is required but cannot be accessed to get the code:

1. Make sure the Microsoft Authenticator app is working
   • Open Microsoft Authenticator directly on the phone (do not wait for it to open from the sign-in screen).
   • Ensure the app is unlocked; if it is locked, unlock it so the code or prompt can appear.
   • Confirm the app is updated to the latest version. If needed, install the latest version from the store.
2. Check notifications and device settings
   • Ensure notifications are enabled for Microsoft Authenticator so prompts are not missed. Silent or blocked notifications can prevent seeing the approval request.
   • Make sure the phone has a working internet connection (Wi‑Fi or mobile data). If there are issues, switch between Wi‑Fi and mobile data and try again.
   • Verify the device date and time are set correctly (automatic time is recommended). Incorrect time can cause authentication failures.
3. Try alternative verification methods (if available)
   • On the sign-in screen where the code is requested, look for an option like “Sign in another way” or similar.
   • If another method (SMS, call, backup email, office phone) was set up earlier, select it and follow the prompts.
4. If no alternative method works or the app still cannot be used
   • For a work or school account, contact the organization’s IT help desk or administrator and ask them to reset the MFA methods or allow re‑registration of the Authenticator app so it can be set up again.
   • If this is the only admin account in a tenant and access is completely blocked, the Microsoft Data Protection team must assist. This requires contacting Microsoft Support by phone so they can verify identity and reset MFA from their side.
5. If verification codes (SMS/email) are not arriving
   • Avoid repeatedly requesting new codes, as too many attempts can cause a temporary block.
   • Check if SMS from unknown numbers are blocked on the phone, and ensure the inbox is not full.
   • For email codes, check the junk/spam folder and look for messages from @accountprotection.microsoft.com.
   • Confirm the phone number or email on the security info page is correct when able to sign in again.

If none of these options are available (no working Authenticator, no backup methods, and no admin who can reset MFA), direct support from Microsoft (Data Protection team via support phone channels) is required to regain access.

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References:

• Troubleshoot problems with Microsoft Authenticator
• Use a screen reader to set up and troubleshoot multifactor authentication
• Common problems with two-step verification for a work or school account