Microsoft Authenticator App Issues

Question

I am writing concerning my business email address ,I pay monthly a business subscription for this. I am unable to access this as my multifactor authentication app is not producing codes for this. Once I add password, it only gives me the option for codes but the app is not giving the option to produce codes so I am unable to access it. I cant access questions from here as it again asks for a code. I have 2 issues, can I resent this account with email/text back up and how do I fix the authenticator app thanks.

Answer 1

Hi Helen Guest 

Please note that we are not Microsoft support, and this is a user-to-user support forum. Moderators and contributors, including external Microsoft employees, do not have backend access and cannot directly intervene in Microsoft products or features. Our role is limited to providing technical guidance and best practice recommendations based on reported issues, requests, or ideas.   

First of all, I recommend reviewing the response from the AI, as it highlights the recommended steps. 

If you are the only administrator, you may consider reaching out to the Support team directly by calling the phone number listed under Customer service phone numbers - Microsoft Support.  

Please note that an AI system may initially handle your call. I kindly recommend following the prompts carefully so you can be connected to a live support agent. 

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Alternatively, you can set up a Microsoft 365 Business Basic trial, which gives you the ability to submit a support ticket directly through the Microsoft Admin Center   

Step 1: Create a trial business account: Go to Microsoft 365 Business Plans and Pricing and click Try for free to set up a temporary Microsoft 365 tenant with a trial license.    

Step 2: Use this new account to sign in to the Microsoft 365 Admin Center and submit a support request on behalf of the affected tenant 

Step 3: Click Help & Support     

Note: This method doesn't require you to use your new account for your business. Instead, it allows you to create a temporary global administrator account so you can submit a support request. The trial account is free for one month. Be sure to cancel it after submitting your support request to avoid any automatic renewals or charges from Microsoft.  You may follow this guide for instructions: Cancel your Microsoft business subscription in the Microsoft 365 admin center | Microsoft Learn.     

I sincerely hope this information provides helpful direction and additional insight.

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Answer 2

The Microsoft Authenticator app not showing codes usually means either:

• The app is configured only for push approvals (no OTP code needed), or
• The current MFA registration is misconfigured and must be reset by an admin or Microsoft support.

Because this is a business (work) account and sign-in is blocked, resolution depends on whether there is another admin in the tenant.

1. Try an alternative MFA method (email/SMS backup)

• On the sign-in page, after entering username and password, when prompted for the code, select “Sign in another way” (or similar link).
• If an alternative method (SMS, phone call, or another app) was previously configured, select that method and complete sign-in.
• If no alternative method appears, an admin must reset MFA for the account.

2. If another admin exists in the organization Ask the admin to reset MFA in Microsoft Entra:

• Go to Microsoft Entra admin center (https://entra.microsoft.com).
• Navigate to Users → All users and select the affected user.
• Open Authentication methods.
• Choose Require re-register multifactor authentication.
• After this, sign in again; the system will prompt to set up MFA from scratch, including Microsoft Authenticator and optionally SMS/email backup.

3. If this is the only admin account (sole global admin) When the only global admin is locked out and cannot approve via Authenticator, Microsoft’s Data Protection team must reset MFA:

• Call the regional Customer service phone numbers - Microsoft Support.
• When prompted by the IVR, indicate:
  • Issue: Authenticator
  • Product: Office 365 for business
  • Account type: Company
  • Role: Administrator
  • Other admins: No
  • Request: Create a service request and route to the Data Protection team to reset MFA for the tenant admin.
• Be prepared to verify identity and tenant ownership. Once Data Protection resets MFA, sign in again and reconfigure Authenticator and backup methods.

4. Fixing the Authenticator app once access is restored After MFA is reset and sign-in is possible:

• Sign in to the work account and follow the prompts to set up Microsoft Authenticator again.
• When adding the account in the app, ensure the “One-time password code” (OTP) line appears if the scenario requires codes. If only push approvals are configured, the app will show prompts instead of codes.
• Configure at least one backup method (SMS or phone call) so that if the app stops working or the phone is replaced, sign-in can still be completed.

If the app still does not show a code and no “One-time password code” line appears for the account, the MFA registration must again be reset by an admin or by the Data Protection team using the same process above.

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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
• Troubleshoot Microsoft verification code issues
• 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
• Microsoft Authenticator app doesn't show 6-digit OTP code - Microsoft Q&A
• Requesting a Tenant Admin MFA Reset - Microsoft Q&A
• Microsoft authenticator sending me into a spiral - Microsoft Q&A
• Severity A Situation - Locked out of global admin account (MFA) - business down - Microsoft Q&A