Not receiving Authenticator notifications

Question

I have a Microsoft account for 365 subscription for an email account associated with a web domain. When trying to sign in to the account, it's prompting with a code to be verified through the Authenticator app but I am not receiving those notifications on my mobile. (I'm currently signed into another personal account of mine). I have recently changed mobile devices and this is the first time trying to use Authenticator on this new device. I've tried switching between wifi and mobile data, turning off battery optimization, I don't have any VPN running, I have the latest version of the app installed and notifications are enabled.

Answer 1

Hello @GREGORY HITE,

Thank you for providing those details. Since you recently changed mobile devices, the issue is most likely related to the Microsoft Authenticator registration on the new phone rather than the notification settings themselves.

Even when notifications are enabled correctly, the new device may not yet be fully linked to your work or school account for MFA approval requests.

Please try the following troubleshooting steps:

1/ Verify that your work/school account is properly added in the Microsoft Authenticator app: Make sure the affected Microsoft 365 account appears inside the app as a Work or School account, not only your personal Microsoft account.

2/ Try using the verification code manually instead of push notifications:

On the sign-in screen, select:

“I can’t use my Microsoft Authenticator app right now” or “Use a verification code”

Then open the Authenticator app and use the 6-digit code shown for the account.

3/ Remove and re-add the account in Microsoft Authenticator: Sometimes after changing devices, the old device registration remains associated with MFA notifications.

You can remove the account from the Authenticator app and add it again using the Security Info page: Microsoft account security info & verification codes - Microsoft Support

4/ Review Microsoft’s official troubleshooting guidance for Authenticator notifications: Troubleshoot problems with Microsoft Authenticator | Microsoft Support

5/ If you restored or migrated to a new phone, also review Microsoft’s backup/restore guidance: Restore account credentials from Microsoft Authenticator | Microsoft Support

If the issue continues and you are completely locked out of the account, the Microsoft 365 administrator may need to reset your MFA methods or re-register your authentication device from the tenant side.

If you are the only administrator or cannot regain access, you may need to contact Microsoft Support directly through the Microsoft 365 Admin Center:

• Microsoft 365 Admin Center
• From there: Support > Help & support > New service request

I hope this helps.

Answer 2

The most likely causes are that notifications are going to the old device, or that the new device/app isn’t fully able to receive push prompts yet. Use these steps in order:

1. Check if prompts are going to an old phone
   • When changing phones, Microsoft Authenticator often still sends push notifications to the device where it was last used.
   • If the old phone is available, open Authenticator there and see if the approval prompt appears.
   • If it does, approve it, then sign in and remove the old device from your account security settings so future prompts go to the new phone. See the guidance in the “How do I make sure notifications don't go to an old device?” section referenced from the FAQ.
2. Use another verification method to get back in
   • On the sign-in screen where it asks for approval in Authenticator, choose Use a different verification method (such as SMS or email) if that option is shown.
   • Once signed in, go to your account security settings and:
     • Remove the old Authenticator registration for this account.
     • Add the account again to Authenticator on the new device using the QR code or setup link.
3. Confirm notification delivery on the new phone Since network, app version, VPN, and battery optimization are already checked, verify the remaining items from the Authenticator troubleshooting guidance:
   • Make sure the phone is not in Do Not Disturb/Quiet mode.
   • Confirm that other apps can receive push notifications. If they also fail, fix the phone’s notification channel or network with your mobile OS/service provider.
   • In Authenticator:
     • Open Settings → Notification Settings and ensure Show notifications is turned on.
   • If some accounts in Authenticator receive notifications but this one does not, remove just this problematic account from the app and add it again, allowing notifications during setup.
4. Check for “Authentication did not complete” or silent prompts If you see an “Authentication did not complete” message or nothing appears when you expect a prompt:
   • Make sure the Authenticator app itself is unlocked when trying to sign in.
   • Ensure device date and time are set to automatic and correct.
   • If the sign-in page offers a text message code as a fallback, check SMS as it may have arrived silently.
5. If still locked out
   • If no alternate verification method works and you cannot access the account at all, follow the account recovery options presented on the sign-in page or contact Microsoft support for that account type (personal vs. business) so they can help reset your authentication methods.

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References:

• Troubleshoot problems with Microsoft Authenticator
• Microsoft Authenticator FAQs
• Authentication did not complete