I keep getting this message "Enter the code displayed in the authenticator app on your mobile device " but no code is coming to my mobile device.

Question

I got a new phone and needed to sign back into my work account on my Authenticator app. In order to do so, it kept asking for a code that would not appear. I decided to remove the account on the app in order to try adding it back. However, now it is still asking for a code that is not available on the app. I need this in order to access my work accounts and do not know what to do from here

Answer 1

Good day @Lauren Ellegood and I'm sorry to hear you're having trouble logging into your Microsoft account.   

Just to gently clarify before we go any further, this is a user‑to‑user support forum. I don’t have the ability to access or investigate individual accounts because this is a user-to-user support forum. Moderators and contributors, including external Microsoft employees, do not have access to internal systems or the ability to directly take action on Microsoft product features. However, I truly hope I can help review your situation, offer some guidance, and support you in finding the right next steps as best as possible.   
Changing to a new phone often triggers this issue because your Multi-Factor Authentication (MFA) settings usually need to be reset. When you switch devices or reinstall the Microsoft Authenticator app, your new phone isn’t automatically configured for authentication. Since the app is still tied to your previous device, you’re unable to receive authentication codes on the new one, which is why you can’t access your account right now. 

As it wasn’t clarified whether you are the sole IT admin or an end user in your organization, please refer to the scenarios below that best match your situation: 

Scenario 1: If you are an end-user or your organization has another admin

Since you are using a work or school email address, the MFA settings are managed by your organization's IT department. For assistance with resetting or updating your MFA, you will need to contact them directly to resolve this and explain your situation. You can say: "I am stuck in a login loop with the Microsoft Authenticator app. I cannot get the code to sign in."   

Specifically, ask them to “reset my MFA settings” or “allow me to re-register for MFA” on your account. This is a standard request, and your school’s or organization’s IT team should be able to assist you with it. 

You can also share the steps in this Microsoft article for them so they can help reset your MFA settings for you Manage user authentication methods for Microsoft Entra multifactor authentication.  

Once your organization's in has reset your MFA, the next time you log in to your account, you will be guided through the process of setting up the Microsoft Authenticator app again from the beginning by scanning a QR code. This will break the loop and allow you to access your account normally.   

Scenario 2: You’re the sole IT admin in the organization 

• If you're the only admin, in this situation, the Microsoft Data Protection Team has tools and processes in place to verify identity and regain access to administrator accounts. You can try reaching out to our Global Customer Service phone to raise a request for resetting your authentication method here: Customer service phone numbers - Microsoft Support. 

Here are some tips and an example of a prompt to help you navigate the IVR more effectively:      

(When you call the support number, you may hear an introduction of about 30 seconds such as "you can visit the link...". You can ignore this introduction and wait until you are presented with the options. Then press "1" as a business email user, and again "1" for technical help.)    

IVR: What kind of problem are you concerned about?    

You: Authenticator.    

A: What products do you use?    

You: Office 365 for business. 

Verification: Education or company account?    

You: For companies 

IVR: Are you an administrator?     

You: Yes. 

IVR: Are there any other administrators in your organization?     

You: No. 

IVR: Do you need a... Service request?     

You: Yes. I need to create a ticket. Please send me directly to the Data Protection Team. 

• If you cannot reach a live agent, there is still a workaround, you might consider registering for a new tenant by signing up for a trial subscription. 

To set up a new tenant, please follow these steps: 

Visit Microsoft 365 Business Plans and Pricing | Microsoft 365. This would allow you to create a new tenant following the prompts provided. Once set up, you can access the admin console of the new tenant and submit a support ticket requesting to speak with the Data Protection team on behalf of your previous tenant. 

Follow the guided setup process to create a new account for a new tenant. 

Once your tenant is created, you should be able to access the support portal and submit your ticket referencing your locked account without further issues. 

In your ticket description, you'll need to clearly explain that you're trying to regain access to your previous Microsoft 365 tenant and need help from the Data Protection team. Here's a message you can use or adapt: 

"Hello, I’m currently unable to access my previous Microsoft 365 tenant due to losing MFA access, which prevents me from receiving verification codes. I’m the global admin, but I’m locked out and unable to generate a QR code or bypass MFA. 

I created this new tenant solely to request assistance. I kindly ask to be connected with the Data Protection team to verify my identity and help me recover access to the original tenant. 

This is urgent, as I rely on Microsoft 365 for my work and have been unable to operate for several days. I’m available to provide any documentation or verification needed to support the recovery process." 

• Ticket Support: In the Microsoft 365 Admin Center > Support > Help & Support. 
• Please remember to cancel the trial subscription after your issue is resolved, as this will help you avoid any accidental billing. You may prefer the following resource for detailed instructions: Cancel your Microsoft business subscription in the Microsoft 365 admin center | Microsoft Learn 

I hope this helps you regain access to your account quickly. I'm glad to assist and truly hope the information provided has been useful. Please feel free to reach out anytime if you need further assistance.  

Thank you for your kindness and contributions to the forum. 

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Answer 2

The existing Microsoft Authenticator registration is still tied to the old device/old app instance, so the sign-in flow keeps asking for a code that no longer exists. Removing the account from the app on the new phone does not reset MFA on the server side; the tenant admin must reset the MFA methods so they can be set up again.

To proceed:

1. Contact the organization’s IT/Help desk or Microsoft Entra (Azure AD) administrator.
2. Ask them to reset the MFA methods / require re-register MFA for the work account. Admins can follow the documented steps in the Entra admin portal to “Require re-register MFA” so that all existing authenticator registrations are cleared and a fresh registration is prompted the next time a sign-in is attempted.
3. After the admin has done this, sign in again to the work account. When prompted for MFA, choose to set up Microsoft Authenticator on the new phone and complete the registration (scan QR code, approve prompt, etc.).
4. If there is no other admin and this is the only admin account, the tenant owner must work with Microsoft support/Data Protection team via the official support channels to have MFA reset, as end users and standard support agents cannot bypass or manually send verification codes.

If the authenticator app ever shows a message like “Authenticator did not complete login,” ensure the login is completed inside the Authenticator/Company Portal app, or contact the IT admin if sign-in still cannot be completed.

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References:

• I need to reset my mfa methods
• Requesting a Tenant Admin MFA Reset - Microsoft Q&A
• Authenticator Did Not Complete Login
• Microsoft Authenticator FAQs