Microsoft Authenticator freezes when opening unexpected MFA sign-in requests

1. How to identify which account is triggering the Authenticator requests

Microsoft Authenticator notifications are tied to a specific account sign-in, but if the app freezes and does not show the prompt, the account cannot be identified from the app itself. In this situation, treat every unexpected prompt as suspicious and deny it. For unrequested prompts:

• They may be caused by:
  1. Someone trying to access an account.
  2. Someone mistyping a phone/email when trying to sign in.
  3. A delayed prompt from an earlier sign-in attempt.

For Microsoft accounts and work/school accounts, the guidance is:

• Select Deny or do not respond to any requests or codes that were not initiated.
• Without the correct response in Authenticator, the account remains protected.

If multiple accounts are configured, and it is unclear which one is being targeted, secure each account individually by changing passwords and reviewing sign-in activity in the respective account portals (personal Microsoft account vs. work/school account) outside of the Authenticator app.

2. Where to see history of MFA/sign-in attempts

From the provided information, sign-in history and MFA attempts are not surfaced in Microsoft Authenticator itself. Instead:

• For work or school accounts using Microsoft Entra multifactor authentication, an IT administrator can review sign-in logs in Microsoft Entra sign-in logs to investigate repeated or unusual sign-in attempts.
• For personal Microsoft accounts, unrequested verification codes and prompts are treated as potential malicious attempts, but detailed history is not described as available in Authenticator.

If repeated unrequested codes or prompts are received, the recommended mitigation is to move to passwordless methods and ensure each account’s security settings are reviewed in its own security portal rather than relying on Authenticator history.

3. Why Microsoft Authenticator freezes when opening these notifications

The context does not describe freezing specifically, but it does describe several conditions that can cause authentication to fail or appear stuck:

• App locked: If the app is locked, the entry box or prompt may not appear, giving the impression that the app is stuck.
• Silent or disabled notifications: If notifications are silent or disabled, the expected prompt may not show correctly.
• Outdated app version: Using an outdated Authenticator version can cause issues; updating to the latest version is required.
• Network issues: If the device has no or unstable internet connectivity, the authentication flow may not complete.
• Incorrect device time: Incorrect date/time settings can cause Authenticator notifications to fail or expire.

If “Authentication did not complete” or similar behavior occurs, ensure:

• Authenticator is unlocked and opened directly (not only via the banner).
• Notifications and network connectivity are working.
• The app is updated to the latest version.
• Device date/time is set automatically and correctly.

4. Additional security steps to keep accounts safe

When unrequested verification codes or prompts are received:

• Do not respond to any codes or prompts that were not initiated.
• Continue to deny or ignore unexpected prompts; without the correct response, the account remains safe.
• Consider going passwordless for both Microsoft accounts and work/school accounts:
  • Passwordless means removing the password and using methods like Windows Hello, Microsoft Authenticator, SMS/Email codes, or physical security keys.
  • Passwordless methods are more secure because passwords can be guessed, stolen, or phished, while only the legitimate user can provide a fingerprint or approve the correct prompt at the correct time.
• For work or school accounts:
  • If repeated sign-in attempts occur, contact the organization’s IT administrator so they can:
    • Review Microsoft Entra sign-in logs for unusual or malicious activity.
    • Adjust MFA configuration if needed.
• If sign-in is blocked after many attempts, Microsoft Entra multifactor authentication may be temporarily preventing further attempts to counter security threats; wait and/or use another MFA method.

If a device is lost or compromised:

• Sign in using a different method or ask the organization’s Help desk to clear MFA settings so that new methods can be registered.

For unexpected verification codes or prompts on personal Microsoft accounts:

• Follow the same guidance: do not respond, and consider going passwordless to reduce reliance on passwords and mitigate repeated malicious attempts.

References:

• Using Outlook mobile to sign in
• Troubleshoot problems with Microsoft Authenticator
• Common problems with two-step verification for a work or school account
• Authentication methods in Microsoft Entra ID - Microsoft Authenticator app
• Troubleshoot Microsoft verification code issues
• Authentication did not complete