Forum Discussion
Authenticator app not showing code
Hey, in need of help please. Trying to log into MS 365, it asks for Authenticator app code, the app used to work but nothing happening now. No code provided. The app offers a verification code too but nothing happens other than returning to previous screen. Tried "sign in another way" on MS365 webpage and again verification code and again nothing. As I can not log in I can not get support. The UK phone number chatbot will not allow me to speak to a person or raise a ticket, no matter what prompts I try, it directs me to aka.ms/mac365 and guess what, you have to log in. I'm stuck in a death loop. I don't know what else to do but my business is suffering, please can anyone advise? Thanks in advance. Mike
6 Replies
Hello mbs234 Don't delete or reinstall the Authenticator app. That can permanently wipe your tokens. Work accounts often use push approval with number matching rather than a rolling code. When the sign-in page shows a 2-digit number, open the app and type it in. If no prompt appears, check iPhone Settings > Notifications > Authenticator and make sure no Focus mode is blocking it.
Update the app, restart the phone, and try an incognito window or a different browser/network.
On "Sign in another way", check whether you also registered a text, a phone call or a security key.
If you have another admin in the tenant, they can fix this quickly in the Entra admin center: Users > your account > Authentication methods > Require re-register multifactor authentication. They can also issue a Temporary Access Pass so you can sign in and add a new method.
If you bought Microsoft 365 through a reseller or IT supplier, contact them. Partners often have delegated admin rights and can reset your MFA directly, which is usually the fastest route.
If you're the only admin, you'll need Microsoft's admin lockout process rather than the self-service chatbot. Go to support.microsoft.com, choose the business/work account option (not the sign-in one), and ask for an agent. If you phone, say you're the only Global Admin and you're locked out of your tenant by MFA. Just saying "MFA locked out" tends to send you back to the chatbot. They'll usually verify you as the owner by asking you to add a DNS TXT record to your domain, so have your registrar login, tenant name and a billing reference ready.
Once you're back in, register at least two sign-in methods and set up a second admin or break-glass account so one phone problem can't lock you out again.
Hello mbs234 , Work accounts often use push approval with number matching rather than a rolling code. When the sign-in page shows a 2-digit number, open the app and type it in. If no prompt appears, check iPhone Settings > Notifications > Authenticator and make sure no Focus mode is blocking it.
Update the app, restart the phone, and try an incognito window or a different browser/network.
On "Sign in another way", check whether you also registered a text, a phone call or a security key.
If you have another admin in the tenant, they can fix this quickly in the Entra admin center: Users > your account > Authentication methods > Require re-register multifactor authentication. They can also issue a Temporary Access Pass so you can sign in and add a new method.
If you bought Microsoft 365 through a reseller or IT supplier, contact them. Partners often have delegated admin rights and can reset your MFA directly, which is usually the fastest route.
If you're the only admin, you'll need Microsoft's admin lockout process rather than the self-service chatbot. Go to support.microsoft.com, choose the business/work account option (not the sign-in one), and ask for an agent. If you phone, say you're the only Global Admin and you're locked out of your tenant by MFA. Just saying "MFA locked out" tends to send you back to the chatbot. They'll usually verify you as the owner by asking you to add a DNS TXT record to your domain, so have your registrar login, tenant name and a billing reference ready.
Once you're back in, register at least two sign-in methods and set up a second admin or break-glass account so one phone problem can't lock you out again.
on iphone app there is no "time sync issue" option
account.live.com/acsr I've just tried that route....it says account doesn't exist. I'm entering my .onmicrosoft.com account credentials. It is correct.
Hi, thanks for responding so quickly. The app is on my iPhone. There is nothing under settings for "time code correction" or anything similar. Any other ideas? Thanks
hello mbs234 The fix is usually a time sync issue on the Authenticator app. Open the app, tap the three dots, go to Settings, find "Time correction for codes" and hit sync. That solves it more often than not.
If that doesn't work and you're fully locked out, call Microsoft UK phone and say "MFA locked out" upfront that gets you to the right team without needing to log in first. Have your domain name and account details handy to verify your identity.
If phone support is still going in circles, try the account recovery form at account.live.com/acsr no login needed, Microsoft manually verifies you through account history.
