Unable to Receive a Verification Code from Microsoft Authenticator – Request for an Alternative Verification Method

Question

Hello,

When I try to sign in to my Microsoft account, the system asks me to enter the verification code displayed in the Microsoft Authenticator app.

Since I have changed mobile phones several times, I tried to locate the account and verification code in the Microsoft Authenticator app on my current phone. However, the required verification code does not appear in the app, so I am unable to complete the sign-in process.

I also tried to update my security information and verification method through the following page:

https://mysignins.microsoft.com/security-info

However, the system requires me to verify my identity using the previously registered Microsoft Authenticator method before I can access the page and make any changes. As a result, I am currently unable to update the verification method myself.

Is there another way to verify my identity, such as receiving a verification code through a backup email address, text message, or another method? If Microsoft Authenticator or my multi-factor authentication settings need to be reset, or if I need to complete an account recovery process, please provide the appropriate instructions and steps.

Thank you for your assistance.

Answer 1

Hi,

If you're unable to complete the sign-in because you no longer have access to the Microsoft Authenticator method that is registered on your account, you won't be able to update your security information yourself. Access to the Security info page requires successful MFA verification first.

Whether you can use another verification method depends on what was previously registered for your account. If you had already added a phone number, alternate email address, or another sign-in method, you should see it offered on the verification screen by selecting "Sign in another way".

If Microsoft Authenticator is the only registered authentication method and it is no longer available, the MFA method must be reset by your organization's Microsoft Entra administrator, please kindly follow these steps: 

Ask your admin sign in to the Microsoft Entra Admin Center using an account that has at least the Authentication Administrator role. 

• Navigate to Entra ID > Users.  
• Select the your account that MFA authentication methods to reset, then choose Authentication methods.  
• Select Revoke multifactor authentication sessions, and then select Require re‑register multifactor authentication.  
• After completing these steps, you will need to set up MFA again. You can do this by signing in and configuring MFA through the Microsoft Authenticator app on mobile device. After the administrator resets your authentication methods, you'll be able to register Microsoft Authenticator again the next time you sign in.

If you're the only administrator in the tenant and cannot access the account, you'll need to contact Microsoft Support for assistance with account recovery.

For more information, see:

• Reset a user's Microsoft Entra multifactor authentication methods: Manage authentication methods for Microsoft Entra multifactor authentication - Microsoft Entra ID
• Manage your security info: Microsoft account security info & verification codes | Microsoft Support

Could you also confirm whether this is a work or school account managed by your organization, or a personal Microsoft account? That will help determine the available recovery options.

Answer 2

If the sign-in page only offers Microsoft Authenticator and the code is not available on the current phone, use the recovery or alternate verification paths that are already tied to the account.

1. Check whether the notification or code is going to an older phone.
   • If Microsoft Authenticator was still active on a previous device, the approval prompt may be sent there instead of the current phone.
   • If that old device is still available, open Microsoft Authenticator on it and approve the sign-in.
2. Try another verification method on the sign-in page.
   • If another method is configured, select a different option such as SMS or alternate email.
   • For work or school accounts, if more than one verification method is configured, sign in again and choose a different verification method.
3. If no longer able to access the registered phone number or email, select I don't have any of these during sign-in and follow the prompts.
   • This is the supported path when the existing security info is no longer accessible.
4. Avoid repeated code requests.
   • Excessive or repetitive requests can trigger a temporary block and stop codes from being sent.
   • If blocked, wait at least 24 hours before trying again. If needed, wait longer, up to 1 week.
5. If SMS is available but not arriving, check common delivery issues.
   • Make sure the phone does not block texts from unknown numbers.
   • Make sure the message inbox is not full.
   • If using a third-party security app, disable that protection and request another code.
   • VOIP numbers cannot be used for verification codes; a mobile phone number is required.
6. If this is a work or school account and no alternate method works:
   • Sign in using a different method if one is available.
   • Otherwise, contact the organization’s Help desk or admin to clear the MFA settings or reset the account’s registration so MFA can be set up again.
7. If unrequested codes are being received, do not respond to them.
   • That can mean someone tried to access the account, entered the wrong contact info, or an older request was delayed.

Important:

• Do not change all security info at the same time. That can cause the account to be restricted for 30 days.
• Support agents are not allowed to send verification codes or access and change account details for protected accounts.

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References:

• Microsoft Authenticator FAQs
• Troubleshoot Microsoft verification code issues
• Common problems with two-step verification for a work or school account
• Frequently asked questions about Microsoft Entra multifactor authentication