Authenticator app

Follow these steps to resolve the issue where no approval notification appears in Microsoft Authenticator:

1. Make sure the sign-in is using Authenticator
   • On the Transport NSW sign-in page, enter the username and select Next.
   • Choose Send notification.
   • If that option is not visible, select Other ways to sign in and then Approve a request on my Microsoft Authenticator app.
2. Unlock and open the Authenticator app
   • Ensure the Microsoft Authenticator app is unlocked on the phone.
   • Open the app directly and check for any New sign-in request prompt.
   • If using a work/school account, the app may require unlocking before confirming the sign-in.
3. Check notification settings
   • Confirm notifications are enabled for Microsoft Authenticator on the device.
   • Turn off silent/Do Not Disturb modes that could hide prompts.
4. Check network and app version
   • Ensure the phone has internet access (try switching between Wi‑Fi and mobile data).
   • Confirm the app is updated to the latest version.
5. Try code-based verification if available
   • If the site offers entering a verification code instead of a push notification, open Authenticator and use the verification code shown for the account to complete sign-in.
6. If “Authentication did not complete” appears
   • Make sure the app is unlocked.
   • Confirm notifications are not silent.
   • Verify date and time settings on the device are correct.

If none of these steps work and access is through a work or school account, contact the organization’s IT admin so they can reset MFA methods or provide an alternate sign-in method.

References:

• Sign in using Microsoft Authenticator
• Authentication methods in Microsoft Entra ID - Microsoft Authenticator app
• Troubleshoot problems with Microsoft Authenticator
• Authentication did not complete