AUTHENTICATOR CODE

Question

I was reset complete my cel and then downland my authenticator app again... But now I can't receive any more my codes for my global connect for EPC please let me know how I can receive my codes because either my cel # work to receive those texts codes

Answer 1

After resetting the phone and reinstalling Microsoft Authenticator, the previous MFA setup is no longer valid, so codes and prompts will not arrive until the account’s MFA methods are reset and configured again.

Use these steps depending on the situation:

1. If sign-in shows “Authentication did not complete” or similar
   • Make sure Microsoft Authenticator is unlocked on the device.
   • Turn on notifications for Microsoft Authenticator and check if any SMS codes arrived silently.
   • Confirm the app is updated to the latest version.
   • Ensure the device has a working internet connection and correct date/time settings.
   • If the password is forgotten, use the official flow to Reset your password.
2. If SMS/text codes are not arriving
   • Avoid making many repeated code requests; excessive or unusual activity can cause Microsoft to temporarily block sending codes.
   • Do not use a VOIP number; only a mobile phone number can be used for verification.
   • If still not receiving codes, use another verification method (backup email, other phone, or Authenticator if available) or wait until access to the registered phone/email is possible. Support agents cannot send codes or change security details for the account.
3. If locked out because Authenticator was on the old phone
   • For a work or school account, contact the organization’s Help desk or tenant/global admin and ask them to clear or reset MFA methods and require re‑registration. After they do this, sign in again and set up Microsoft Authenticator and/or phone number from scratch.
   • If the account is the only admin account and access is completely lost, contact Microsoft Support by phone and request a Data Protection/MFA reset as described in the Q&A guidance. Be clear that this is a business/tenant account and that there is no other admin.
4. Going forward
   • After MFA is reset and access is restored, add more than one sign-in method (Authenticator app plus phone and email) so a future phone reset does not block access.

If none of the available methods (backup email, another phone, admin/Help desk, or Microsoft Support) can be used, it will not be possible to receive codes until one of those recovery paths is completed.

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References:

• Troubleshoot problems with Microsoft Authenticator
• Authentication did not complete
• Troubleshoot Microsoft verification code issues
• Common problems with two-step verification for a work or school account
• I need to reset my mfa methods - Microsoft Q&A
• Requesting a Tenant Admin MFA Reset - Microsoft Q&A