Two-Factor Authentication

Question

I do not receive two-factor notifications when invited to view a colleague's SharePoint site. I recently bought a new iphone. I previously was able to access the site.

Answer 1

Hi @Jim Schweitzer

May I know whether you still have access to any alternative authentication method, such as a phone number, alternate email address, or another registered authentication method? If an alternative method is available, you may be able to complete the MFA verification using that method and then update or re-register Microsoft Authenticator on your new device.

In the meantime, you could refer to AI's suggestion to verify your old device first. Because you mentioned that access worked previously and the only recent change was moving to a new iPhone, the most common cause is that MFA notifications are still associated with the old device or that the new device has not been fully registered in Microsoft Authenticator.

If you no longer have access to the old device, please ask your Microsoft 365 administrator to revoke your existing MFA authentication methods and then have you re-register them on your new iPhone. You can share the following article with your administrator for guidance on managing and resetting authentication methods: Manage authentication methods for Microsoft Entra multifactor authentication - Microsoft Entra ID | Microsoft Learn

Once the existing authentication methods have been removed, you should be able to complete the MFA registration process on your new device and receive approval notifications normally.

I hope this helps.

Answer 2

This usually happens because the Microsoft Authenticator registration is still tied to the old phone. After changing phones, notifications do not automatically move to the new device, even if the app was installed there.

Try this:

1. Check the old phone if it is still available. The approval prompt may still be going there.
2. On the sign-in page, choose a different verification method if one is available, such as SMS or phone call.
3. Remove the old Authenticator registration for the work or school account, then add the new iPhone again:
   • Go to your work or school account’s My Apps page or your organization’s company portal.
   • Open the two-step verification area.
   • Turn off verification for the old device.
   • Add Microsoft Authenticator on the new phone again.
4. If the SharePoint site belongs to another organization that invited the account as a guest, that organization may still have MFA tied to the old phone. In that case, contact that organization’s admin and ask them to reset MFA for that tenant so the new phone can be registered again.
5. If text or call verification is also not arriving, try up to five times in 5 minutes, disable any third-party security app that could block calls or texts, and then try another verification method if one is configured.
6. If Authenticator opens but authentication still fails, make sure:
   • the app is unlocked
   • notifications are enabled
   • the app is updated
   • the iPhone has internet access
   • date and time are correct

If the device was lost or the old registration cannot be removed, the organization’s Help desk can clear the MFA settings. After that, the next sign-in will prompt registration again.

---

References:

• Microsoft Authenticator FAQs
• Frequently asked questions about Microsoft Entra multifactor authentication
• Authentication did not complete
• I change my phone and have issues with auhtenticator - Microsoft Q&A
• Common problems with two-step verification for a work or school account