Authenticator app

Question

I am using Sharepoint Business and the Authenticator app. During login the password is requested and also to verify in the MS autheticator app ( on iPhone).
Authenticator app opens but doesnot present a verification code. iPhone is registered.

When I choose for an other way to login I am transffered agian to the autheticator app and that doesnot work.

Trying to get in touch with a person of MS is pratically impossible.

HELP PLEASE!

Answer 1

Hi @FrankPost-2951

Based on what you've described, the next steps will depend on whether there are other administrators in your organization who can access the tenant. 

If another administrator is available, I'd recommend contacting them and asking if they can reset the MFA settings for the affected account through the Microsoft Entra admin center. This is usually the quickest way to regain access. 

For reference: Manage authentication methods for Microsoft Entra multifactor authentication - Microsoft Entra ID | … 

If you're the only administrator and you've been locked out of the account, you'll need to contact Microsoft's Data Protection team for assistance. They are the only team authorized to help recover access in situations involving the sole administrator account. 

You can find Microsoft's support numbers here: Contact Microsoft customer support | Microsoft Support 

In case you are unable to contact the frontline support: 

Consider signing up for a trial subscription to create a new tenant. Visit Microsoft 365 Business Plans and Pricing | Microsoft 365. 

Once the new tenant is set up, you can access its admin center and submit a support ticket through Microsoft 365 admin center > Support > Help & Support to contact the Data Protection team regarding the previous tenant. 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 

If your organization's subscription is from a partner or reseller: Contact the reseller's support provider to help open a service request on behalf of you instead. 

I hope this helps point you in the right direction. If you have any updates or additional questions, feel free to reply back and I'll do my best to assist further. 

Answer 2

For a work or school SharePoint sign-in, this usually means the Microsoft Authenticator app is not completing the approval request, the app registration is no longer valid, or the phone is not receiving the prompt correctly.

Try these steps in order:

1. Unlock the Authenticator app first If the app is locked, the approval entry box might not appear.
2. Use the app directly instead of waiting for the pop-up Open Microsoft Authenticator on the iPhone and check for a New sign-in request. For work or school accounts, the app may need to be unlocked before the sign-in can be confirmed.
3. Check iPhone notifications for Authenticator If notifications are silent or disabled, the prompt may not appear correctly.
4. Update Microsoft Authenticator Install the latest version from the App Store.
5. Check network and device time Make sure the iPhone has internet access. If needed, switch between Wi‑Fi and mobile data. Also make sure the device date and time are correct.
6. Restart the iPhone A restart can clear temporary app or notification issues.
7. If repeated attempts were made, wait and try again later Microsoft Entra multifactor authentication can block additional attempts after unusual repeated sign-ins. If that happened, wait until sign-in is allowed again, or use a different MFA method if one is available.
8. If the account is no longer properly registered in Authenticator, contact the organization’s IT admin For work or school accounts, if the phone changed, the app was reinstalled, or the registration is broken, the IT admin may need to clear or reset the MFA settings so Authenticator can be registered again.
9. If no other sign-in method works, send app logs and escalate In Authenticator, open the top-level menu and select Send feedback to capture logs, then contact the organization’s IT admin or helpdesk.

If this is the only admin account and there is no other global admin available, the supported recovery path is a Microsoft support case for administrator account recovery.

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References:

• Sign in using Microsoft Authenticator
• Authentication methods in Microsoft Entra ID - Microsoft Authenticator app
• Troubleshoot problems with Microsoft Authenticator
• Authentication did not complete
• 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
• My authenticator app is not working on my business account - Microsoft Q&A
• authenticator app is linked to account for admin to login, but can't login and no other login options - Microsoft Q&A