Having trouble accessing the ability for codes to be entered in the app

The behavior described typically occurs when Microsoft Authenticator is no longer correctly registered as a verification method for the account (for example, after moving to a new phone), or when the app is expecting a one-time password (OTP) entry but the account is not configured to show a 6‑digit code.

Use these steps depending on the account type and situation:

1. Check whether the account in Authenticator actually has an OTP code

• Open Microsoft Authenticator.
• Tap the affected account.
• Look for a line similar to “One-time password code” with a 6‑digit code.
• If it exists, use that 6‑digit code on the sign-in screen that is asking for a code.
• If there is no “One-time password code” line at all for that account, the OTP method is not configured in Authenticator and the app cannot generate a code for that account.

2. If no OTP is shown: use an alternative sign-in method

• If this is a work or school account and another method is configured (SMS, phone call, backup email, security key), choose I don’t have a code or Use a different verification option on the sign-in screen and select SMS, call, or another method.
• If this is a personal Microsoft account, follow the guidance under “I’m not getting my Microsoft account verification code” and use another email/phone method that is already on the account, or choose I don’t have any of these to replace your security info and re-register Authenticator once access is restored.

3. If locked in a loop with Authenticator and no other method works

• For work or school accounts where Authenticator is the only method and the device changed, the MFA registration usually must be reset by an administrator or by Microsoft’s Data Protection team:
  • If this is a business/organization account and there is an IT/admin team, ask an admin to reset MFA for the user in Microsoft Entra Admin Center so the account can be re-registered on the new phone.
  • If this is a business account and the user is the only admin, contact Microsoft support by phone and request a ticket with the Data Protection team to reset MFA, as described in the moderator guidance.

4. If this is a personal Microsoft account and no method works

• Use the account recovery flow and, when prompted for verification, select I don’t have any of these and complete the recovery form with as much accurate information as possible.
• After recovery, add Microsoft Authenticator again as a sign-in method and verify it on the new phone.

5. General notes

• Simply deleting and reinstalling Microsoft Authenticator on a new phone does not restore the old MFA registration; the account must be re-registered (usually by scanning a new QR code during sign-in or after an admin reset).
• If verification codes are not arriving by SMS or email, follow the verification-code troubleshooting guidance (check junk folder, avoid excessive requests, verify correct phone/email, avoid VOIP numbers, and consider regional SMS limitations).

If none of the above options are available (no alternative methods, no admin, and no recovery success), the only supported path is to work with Microsoft support/Data Protection as outlined in the referenced guidance.

References:

• Microsoft Authenticator app doesn't show 6-digit OTP code - Microsoft Q&A
• Microsoft authenticator sending me into a spiral - Microsoft Q&A
• Troubleshoot Microsoft verification code issues
• Common problems with two-step verification for a work or school account