Having trouble with authenticator

Question

Good afternoon, I am having trouble to gain acess to my Azure account. My email: xxxxxxxxxxxxx does not work. The autenticator does not respond when the authentication number is sent.

Answer 1

Hello carlos llerena,

Based on the details you’ve shared, this appears to be a tenant lockout scenario.

To resolve this, the recommended approach is to contact the Microsoft Data Protection team. You can reach them by calling Microsoft Customer Service using the phone numbers listed here: Customer service phone numbers - Microsoft Support

If you have access to another tenant or subscription where you still have Global Administrator privileges, you may also raise a support request from there to get assistance in restoring access to the affected tenant.

For future reference and to help prevent tenant lockouts, please check: Preventing Tenant Lockouts - Partner Center | Microsoft Learn

If neither option is possible, please don’t worry—let us know, we are happy to assist you further!

Answer 2

Follow these steps based on the type of account and access available.

1. If this is a personal Microsoft account (Hotmail/Outlook)

• Go to the Security basics page and sign in with the Hotmail address if possible: Sign in.
• Select Update info.
• Choose a verification method that still works (for example, another email or phone). If none work, select I don't have any of these to replace the security info and follow the prompts.
• If the alternate email is also a Microsoft account (for example, @outlook.com, @hotmail.com, @live.com, or @msn.com), use a private/incognito browser session so both accounts can stay signed in:
  1. Open a browser in privacy mode (for example, Ctrl + Shift + P in Microsoft Edge).
  2. Sign in with the first account and start the verification process.
  3. In a second privacy window, sign in to the alternate email account, get the verification code, then return to the first window and enter the code.
• If verification codes still do not arrive, another method must be used or wait until access to the registered phone/email is available. Support agents cannot send verification codes or change account details.

2. If this is a work/school (business) account protected by Microsoft Authenticator

• If the message is “Authentication did not complete” or the app does not respond:
  • Ensure the Microsoft Authenticator app is unlocked.
  • Check that notifications are enabled and not silent on the device.
  • Make sure the app is updated to the latest version.
  • Verify the device has a working internet connection (try switching between Wi‑Fi and mobile data).
  • Confirm the device’s date and time are correct.
• If still unable to approve sign-in and there is another MFA method configured (SMS, call, or another device), use that method instead.
• If this is a business account and no alternative method works:
  • Contact the organization’s Microsoft 365/Entra administrator and ask them to reset MFA by using Require re-register multifactor authentication in the Microsoft Entra admin center so new methods can be registered.
  • If this Hotmail account is the only global admin for the tenant and access is completely lost, contact Microsoft’s Data Protection team via the regional customer service phone numbers so they can verify identity and help recover the admin account, as described in the moderator guidance.

3. If verification codes or MFA prompts never arrive

• For personal accounts, use the sign-in helper if sign-in is not possible: Sign-in helper.
• If still not receiving codes, choose another verification method or wait until the registered phone/email can be accessed. Support agents cannot send password reset links or modify account details.
• For technical support beyond these steps, use Contact Microsoft Support and select Get Help, then Contact Support if needed.

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References:

• Troubleshoot Microsoft verification code issues
• Troubleshoot problems with Microsoft Authenticator
• "Account verification system is having trouble" error message when you try to sign in by using a work or school account
• "We did not receive the expected response" error message when you try to sign in by using Azure Multi-Factor Authentication
• 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
• I need to reset my mfa methods - Microsoft Q&A
• Reset Personal Azure MFA - Microsoft Q&A
• Microsoft authenticator sending me into a spiral - Microsoft Q&A
• Requesting a Tenant Admin MFA Reset - Microsoft Q&A