Authenticator App Issue

Question

I have been trying to sign into an account but it continues sending me codes for the authenticator for verification. But the app is not receiving any code or notification and there are no other options given to receive a code somewhere other than the app.

Answer 1

Did you recently change phone, or reinstall your authenticator app by chance?

Is this a work or school assigned account??

Answer 2

If the Authenticator app is not receiving the approval prompt or code, use this troubleshooting path:

1. Check whether the notification was sent to an older device. If Microsoft Authenticator was last active on a previous phone, the push notification may be going there instead of the current device. If the old device is still available, open Authenticator there and approve the sign-in.
2. Make sure the app can receive notifications. In Microsoft Authenticator:
   • Open Settings
   • Check Notification Settings
   • Make sure Show notifications is turned on Also make sure the app is unlocked, because authentication may not complete if the app is locked.
3. Check basic device and app conditions.
   • Update Microsoft Authenticator to the latest version
   • Make sure the device date and time are correct
   • Switch between Wi‑Fi and mobile data
   • Turn off Airplane mode
   • If using a VPN, disconnect it and test again
   • Turn off battery optimization for Authenticator for better sync performance
4. If no prompt appears, try another verification method if one is offered. If available during sign-in, select a different method such as SMS or email. If access to the old device is not possible, using another verification method is the documented fallback.
5. If there are no other verification options, wait before retrying repeatedly. Repeated verification attempts can trigger a temporary block. If the account is blocked, try another network, avoid repeated requests, and wait up to 24 hours or longer if needed.
6. If the app was reinstalled or the account is missing from Authenticator, the registration may no longer be valid. In that case, the app cannot generate codes or receive approvals for that account.
   • For a work or school account, contact the organization’s IT admin or Help desk and ask them to clear or reset the MFA settings so registration can be completed again.
   • For a personal Microsoft account, if no other method is available, use the sign-in helper or Contact Support. Support agents cannot send verification codes or change account details directly.
7. If the issue continues after these checks, send diagnostic logs from the app. In Authenticator, open the top-level menu and select Send feedback.

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• Microsoft Authenticator FAQs
• Troubleshoot problems with Microsoft Authenticator
• Authentication did not complete
• Troubleshoot Microsoft verification code issues
• Common problems with two-step verification for a work or school account