Notification problem

Question

The number-matching approval request is not appearing and no OTP code is available.

Answer 1

Use the working alternate sign-in method to access Security info, replace the existing Microsoft Authenticator method, and register the work or school account again.

Re-register Authenticator

1. On the sign-in page, select Sign in another way and complete authentication with the alternate method.
2. Open Security info at https://aka.ms/mysecurityinfo.
3. Verify that the alternate method is present and working before removing Authenticator, so you do not lock yourself out.
4. Select the existing Microsoft Authenticator entry and choose Delete.
5. Select Add sign-in method → Authenticator app → Add.
6. In Microsoft Authenticator, select + → Work or school account → Scan QR code, then scan the QR code displayed in the browser.
7. Complete the test notification and select Done. Microsoft documents this Security info registration path for work or school accounts.^1^
8. Start a new sign-in and confirm that the number-matching request reaches the newly registered account.

An account being listed in Authenticator does not necessarily mean it has completed registration as an authentication method.^2^ Authenticator also supports both push notifications and verification codes, but a code is available only when the corresponding method was registered and the sign-in flow requests it.^3^

If registration or notifications still fail

Before asking for an administrative reset:

• Update Authenticator; versions more than 12 months old are unsupported, and older versions that lack number matching support cannot complete number-matching authentication.^4^^5^
• In the phone’s system settings, allow notifications for Microsoft Authenticator and disable Do Not Disturb/Quiet mode.
• In Authenticator, check Settings → Notification Settings → Show notifications.
• Ensure the phone uses automatic date and time.
• Switch between Wi-Fi and mobile data; temporarily disconnect a VPN if one is active.
• On Android, ensure Google Play Services and the Play Store are installed and enabled.^4^

Administrator fallback

If Security info will not let you remove or add Authenticator, ask your organization’s IT administrator to:

1. Open Microsoft Entra admin center.
2. Go to Entra ID → Users and select your user.
3. Select Authentication methods → Require re-register MFA.

This action removes the registered Authenticator, phone, and software OATH methods and prompts fresh MFA setup at the next sign-in, so the administrator should confirm that you have a usable recovery path first.^6^

If troubleshooting must be escalated, first open Authenticator’s top-level menu and select Send feedback to capture diagnostic logs, then contact the organization’s IT administrator.^4^

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References

1. Enable passwordless sign-in with Authenticator
2. Plan and troubleshoot UserPrincipalName changes in Microsoft Entra ID
3. Authentication methods in Microsoft Entra ID - Microsoft Authenticator app
4. [Personal accounts](https://support.microsoft.com/authenticator/troubleshoot-problems-with-microsoft-authenticator)
5. How number matching works in MFA push notifications for Authenticator - Authentication methods policy
6. Manage user authentication methods for Microsoft Entra multifactor authentication