I Can Not use Microsoft Authenticator Anymore As I'm Not Receiving Codes

Question

I need authenticator to get into my SharePoint for work. I previously would receive codes via my cell phone to log into my laptop. Now for some reason the authenticator app asks me for a code to put into the authenticator app which is not possible. I don't know why the codes stopped showing up and the authenticator can't recognize I'm trying to login through a different device. Please assist. #microsoftauthenticator

Answer 1

Hi Jamila,

Thank you for taking the time to share your experience. I hope this response reaches you in time and helps bring some clarity. 

I’ve gone through your description, and I’m sorry to hear about the difficulty you are experiencing when trying to access your work account due to issues with the Microsoft Authenticator app.  

In this case, you need to reach out to your organization IT's team who can help you with the reset MFA for your account You can ask your administrator to follow the steps outlined in the guide below to revoke existing MFA sessions and require re registration: Manage authentication methods for Microsoft Entra multifactor authentication - Microsoft Entra ID | Microsoft Learn. This process usually only takes a couple of minutes.    

Once this process is completed, all existing sign in sessions will be cleared. The next time you sign in, you will be prompted to set up Microsoft Authenticator again from the beginning, and verification codes should be delivered normally. If appropriate, you may also wish to ask your administrator to add an additional authentication method, such as SMS or email, to help ensure continued access in the future.  

If you’re unsure who your Microsoft 365 administrator is, the following article can help you identify the correct contact at your school: How do I find my Microsoft 365 admin? - Microsoft Support  

Please note that this is a user-to-user support forum, and I do not have access to administrative tools or permissions to reset or modify MFA settings on your account. In this case, only an authorized Microsoft 365 administrator at your company can make these changes.  

I hope this information helps point you in the right direction and allows you to regain access to your account as quickly as possible. 

---

If the answer is helpful, please click "Yes" and kindly upvote it. If you have extra questions, please click "Comment". 

Note: Please follow the steps in the documentation to enable e-mail notifications if you want to receive the related email notification for this thread.

Answer 2

If Microsoft Authenticator is asking for a code inside the app, the current sign-in method is likely not completing through push approval. The supported checks and recovery paths are:

1. Check whether the prompt is going to an older phone If Authenticator was previously active on another device, the push notification may still be sent there. Open the Authenticator app on the old phone and check for the approval request.
2. Use another verification method if available If the old device is unavailable, choose a different sign-in method such as SMS, if that option is offered.
3. Make sure the app can complete authentication
   • Unlock Microsoft Authenticator on the phone.
   • Ensure notifications are enabled and not silenced.
   • Update to the latest version of the app.
   • Confirm the phone has internet access. Switching between Wi‑Fi and mobile data can help.
   • Verify the phone’s date and time are correct.
4. If this is a work or school account and the phone was changed or access was lost Sign in with a different method if one is available. Otherwise, contact the organization’s Help desk or IT administrator and ask them to clear or reset the authentication settings so Authenticator can be registered again.
5. Important limitation Support agents cannot send verification codes or change account details for protected accounts.

---

• Microsoft Authenticator FAQs
• Troubleshoot problems with Microsoft Authenticator
• Common problems with two-step verification for a work or school account
• I cannot log in because my Microsoft Authenticator app is not receiving codes after switching to a new iPhone - Microsoft Q&A
• Authentication App does not showing codes after changing my mobile - Microsoft Q&A