Authenticator app is not responding with a prompt when trying to sign in and being asked to put in the code

I have a personal email which is linked to my work organisation. I am now not getting the prompt in the app to input the security code to confirm the two factor authentication, there is no other options to receive calls or SMS to verify. The only thing I can think of is that I recently changed handset and was not aware I needed to back up. Can anyone help me on how to resolve this. I contacted my work IT and they said as it's the authentication app I need to contact Microsoft they have no control over it