How to fix Authenticator app to receive codes

Follow these steps to get back into the account and fix the code issue.

1. Check why the Authenticator approval is failing If the message is like “Authentication did not complete,” verify the basics on the phone with Microsoft Authenticator installed:
   • Make sure the Authenticator app is unlocked (no app lock screen blocking the prompt).
   • Ensure notifications are enabled and not silenced for Microsoft Authenticator.
   • Confirm the app is updated to the latest version.
   • Check the device has a working internet connection; if needed, switch between Wi‑Fi and mobile data.
   • Verify the phone’s date and time are set correctly (automatic time is recommended).
   Details: see the “Authentication did not complete” section in the Authenticator troubleshooting article.
2. Try an alternate verification method When prompted for Authenticator, look for options such as:
   • “I can’t use my authenticator app right now”
   • “Use a different verification option”
   • “I don’t have a code”
   Then:
   • Choose SMS or email verification if those are configured as security info.
   • Use the code sent to the alternate email or phone to complete sign‑in.
   If verification codes are not arriving:
   • Make sure the email being checked is the primary alias or a configured verification email.
   • Check junk/spam for messages from @accountprotection.microsoft.com and mark as trusted.
   • Avoid repeatedly requesting codes; too many attempts can cause a temporary block.
   • If using SMS, confirm the phone is not blocking texts from unknown numbers, the inbox is not full, and the number is a mobile (not VOIP).
   More detail is in the “I’m not getting my Microsoft account verification code” section of the verification code troubleshooting article.
3. If codes are still not received
   • Wait a period of time (in case of temporary blocks due to unusual activity or heavy traffic from the region) and try again later.
   • Use the sign‑in helper if sign‑in is failing generally: Sign-in helper.
4. When no method works
   • If none of the verification methods (Authenticator, SMS, email) are working or accessible, recovery may require waiting until access to one of the registered methods is possible.
   • Support agents cannot send verification codes or change security info on the account for security reasons.
   • If still unable to sign in or complete verification, use the general support path and describe the issue: Contact Microsoft Support, then select Get Help and, if needed, Contact Support.

These steps focus on restoring code delivery (via Authenticator, SMS, or email) so that account changes can be completed.

References:

• Troubleshoot problems with Microsoft Authenticator
• Troubleshoot Microsoft verification code issues