Authenticator Sign-In Issue

Question

I'm college student. I’m having an issue with the sign-in verification process. The screen says, “Approve sign-in request. Open your Authenticator app and approve the request. Enter the number if prompted.”

However, when I open my Authenticator app, I don’t see anywhere to enter a code or number, and I’m not receiving or seeing a notification that allows me to approve the sign-in request.

I’m not sure where I’m supposed to enter the number or approve the request. Could you please help me understand what I need to do to complete the verification?

Answer 1

If the sign-in screen shows a number, that number is entered in the Microsoft Authenticator app when a new sign-in request appears. The normal flow is:

1. Go to the sign-in page and enter the account username.
2. Select Send notification.
3. If needed, select Other ways to sign in > Approve a request on my Microsoft Authenticator app.
4. On the mobile device, open Authenticator or tap the New sign-in request notification.
5. Tap or enter the matching number, then select Approve.

If no prompt appears in Authenticator, try these checks first:

1. Open Authenticator directly and confirm it opens normally, is responsive, and the school account is listed.
2. Make sure Show notifications is turned on in Authenticator under Settings > Notification Settings.
3. Update Microsoft Authenticator to the latest version from the device app store.
4. If using a work or school device, also update Company Portal and make sure the device is compliant.
5. Check that the device date and time are correct.
6. If using mobile data, switch to Wi‑Fi, or if using Wi‑Fi, try mobile data. Make sure Airplane mode is off.
7. If using a VPN, disconnect it and try again.
8. Restart the device and retry the sign-in.

Important details:

• Some sign-ins may require unlocking Authenticator before approval.
• For anomalous sign-ins, a push notification might not be sent. In that case, open Microsoft Authenticator manually, then pull down to refresh or tap Refresh and approve the request there.
• In China, Authenticator push notifications on Android devices don’t work because Google Play services are blocked there. iOS notifications do work.

If the account was deleted from Authenticator, the phone was changed, or the app was reinstalled and the school account is no longer configured correctly, this usually cannot be fixed in the app alone. For a college-managed account, the school IT administrator needs to reset or allow re-registration of MFA so Authenticator can be set up again.

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References:

• Sign in using Microsoft Authenticator
• Troubleshoot problems with Microsoft Authenticator
• Authentication methods in Microsoft Entra ID - Microsoft Authenticator app
• Microsoft Authenticator Verification Failure - Microsoft Q&A

Answer 2

Hi Garcia,

You can find Microsoft's guide for setting up the app here

How to add your accounts to Microsoft Authenticator | Microsoft Support

You can also refer to this article for instructions on signing in using the app:  Sign in using Microsoft Authenticator - Microsoft Support  

If you need further assistance, you can reach out to your IT administrator and share the steps outlined in the article Manage user authentication methods for Microsoft Entra multifactor authentication. This will help them assist you in resetting your MFA settings and restoring access to your account. 

 Once this is done, you’ll be prompted to set up MFA again on your new device during your next sign-in. 

In case you do not know who is your IT admin, kindly refer to this article: How do I find my Microsoft 365 admin? - Microsoft Support    

I hope this provides enough clarity and helps you stay inform with your current situation.

Thank you for your patience and your understanding. If you have any questions or need further assistance, please feel free to share them in the comments on this post so I can continue to support you.  

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