Authenticator app - not receiving verification codes work account

Question

Everything I am trying is yielding a AA DSTS500200 code on my laptop and Desktop it may be unrelated but Windows security also opens when prompted to try via PIN but will not close and has forced me to restart every time. It looks like I may be trying to access a work account with a personal account as I cannot log in via my work account. I have bought a new laptop and can only access my work emails via my phone. Authenticator used to work fine but I can't get it to work now, my phone is a Samsung S26+ Any help greatly received thanks

Answer 1

Hi Nathan,

Based on your description, there may be multiple issues involved, so I’d like to clarify the account and sign-in setup first.

Could you please confirm whether the account you are trying to access is a Microsoft 365 work/school account provided by your organization, or a personal Microsoft account? If possible, please also confirm the email domain of the affected account (for example, @company.com, without sharing the full email address).

Additionally, since you can still access your work email on your Samsung S26+, could you confirm whether the Outlook mobile app is currently signed in with the same work account?

This information will help narrow down whether the AADSTS500200 error and the Authenticator issue are related to the account being used for sign-in.

I'm looking forward to hearing from you.

Answer 2

For a work account, the most likely issue is that the current sign-in method is stuck on Microsoft Authenticator and no usable backup verification method is available.

Try these checks first on the phone:

1. Open Microsoft Authenticator and confirm the app opens normally, is responsive, and the work account is still listed.
2. Make sure the phone has internet access. Authenticator verification codes do not require internet, but sign-in notifications and approval responses do.
3. Update Microsoft Authenticator from the app store.
4. Restart the phone.
5. In phone settings, make sure notifications for Microsoft Authenticator are enabled and not silent.
6. Make sure the phone date and time are correct.
7. If the app shows an error such as "Something went wrong. [4s8qz]", wait a few minutes and try again.

For the work account verification-code problem:

1. Avoid making excessive repeated code requests, because unusual activity can temporarily block code delivery.
2. If SMS is being used anywhere in the flow, check whether the phone blocks texts from unknown numbers.
3. If email verification is offered, check Junk mail. Valid verification emails come from @accountprotection.microsoft.com.
4. If another method appears during sign-in, use that method instead of Authenticator.
5. If multiple failed sign-in attempts were made, wait and try again later, or use a different MFA method if one is available.

If the only available option is the Authenticator app and it is not working, the supported next step for a work account is to contact the organization’s Help desk or IT administrator and ask them to clear or reset the MFA/authentication settings. After the settings are cleared, the next sign-in should prompt re-registration of two-factor verification on the new laptop or phone. This is also the recommended path if the phone was changed, lost, or the account is stuck in a verification loop.

If sign-in is failing because the wrong account type is being used, verify that the work or school account is being entered rather than a personal Microsoft account.

If Authenticator still fails after the checks above, send logs from the app using Authenticator > top-level menu > Send feedback, then contact the IT admin.

The Windows Security PIN window issue is not covered here, but the account-access problem for the work account is addressed by the steps above.

---

• Common problems with two-step verification for a work or school account
• Troubleshoot problems with Microsoft Authenticator
• Authentication did not complete
• Microsoft Authenticator FAQs
• Common problems with two-step verification for a work or school account
• I can't open my work account in the Microsoft Authenticator app. - Microsoft Q&A
• Cannot sign back into authenticator app - Microsoft Q&A
• New Phone and Authenticator App - Microsoft Q&A