Not receiving codes

Aishah Zaheer [mdjz9769] 0 Reputation points
2026-03-13T11:33:57.57+00:00

My nhs account is connected to the app however everytime I try to log in I’m unable to access any codes as they don’t show up when I open the Authenticator app

Microsoft Security | Microsoft Authenticator
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  1. AI answer

    2026-03-13T11:34:12.63+00:00

    For an NHS account using Microsoft Authenticator, if no codes or prompts appear in the app when trying to sign in, use these checks and fixes:

    1. Make sure the app can actually prompt for approval
    • Unlock Microsoft Authenticator before trying to sign in.
    • Confirm notifications are enabled for Authenticator on the phone (no “silent” or blocked notifications). If notifications are off or silent, the approval prompt may never appear.
    1. Check for network and device issues
    • Ensure the phone has a working internet connection (Wi‑Fi or mobile data). If needed, switch between Wi‑Fi and mobile data and try again.
    • Verify the phone’s date and time are correct and set to automatic.
    1. Confirm the app is up to date
    • Install the latest version of Microsoft Authenticator from the app store. Outdated versions can prevent the sign‑in prompt or codes from appearing.
    1. Look for the correct type of entry in the app
    • For many work/school (including NHS) accounts, the app uses “Approve sign‑in” notifications rather than showing a 6‑digit TOTP code.
    • When tapping the NHS account entry in Authenticator, check if it shows:
      • A sign‑in request to approve/deny, or
      • A “One-time password code” line with a 6‑digit code. If present, use that code.
    1. If still stuck
    • If none of the above works and the app still shows no code or usable prompt for the NHS account, the MFA registration for that account may need to be reset by the NHS IT / tenant admin. Contact the NHS IT helpdesk or local administrator and ask them to clear or reset the MFA/Authenticator registration for the account so it can be set up again.

    If access to the account is completely blocked and there is no other MFA method (SMS, phone call, backup admin, etc.), the admin may need to escalate to Microsoft support/Data Protection as described in similar cases in the references.

    References:

    AI-generated content may be incorrect. Read our transparency notes for more information.

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