Authenticator app not receiving push notifications or SMS after phone upgrade

Follow these steps in order, starting with basic notification checks and then fixing the account registration so notifications go to the new phone instead of the old one.

1. Check that notifications work on the new phone
   • Make sure the phone is not in Do Not Disturb/Quiet mode.
   • Confirm other apps can receive notifications. If not, there may be a device/network or Android/Apple notification channel issue.
   • Ensure the Microsoft Authenticator app has notification permissions and sound/vibration enabled in the phone’s Settings.
   • Verify the device has a working internet connection (Wi‑Fi or mobile data).
2. Fix push notifications for Microsoft Authenticator
   • If notifications are missing only for some accounts in Authenticator, remove and re-add those accounts:
     1. Open Microsoft Authenticator on the new phone.
     2. Remove the problematic account tile.
     3. Add the account again and allow notifications when prompted.
   • If you see messages like “Enable push notifications to receive alerts” or “Please ensure push notifications are enabled in Settings”, go to the device’s Settings, enable push notifications for Authenticator, confirm network connectivity, then try adding/signing in to the account again.
3. Make sure notifications are not going to the old phone
   • When a device transfer is done, the old phone may still be registered, and push notifications can continue going there.
   • If the old phone is still available, open Authenticator on that device and approve any pending sign-ins.
   • Then remove the old device from the account so future notifications go only to the new phone:
     • For a personal Microsoft account: go to the two-step verification area of the Account Security page and turn off verification for the old device.
     • For a work or school account: go to the two-step verification area of either the My Apps page or your organization’s company portal and turn off verification for the old device.
4. Re-register Microsoft Authenticator on the new phone
   • For a personal Microsoft account:
     1. Open Authenticator.
     2. Tap Add account.
     3. Select Personal Microsoft account.
     4. Sign in with the Microsoft account username and password.
     5. Complete any verification using available methods (SMS, email, etc.). This will switch the account over to notifications on the new device.
   • For work or school accounts, whether push notifications are allowed is controlled by the organization’s admin. If notifications are disabled by policy, use other available verification methods (such as SMS) or contact the IT admin to re-register MFA.
5. If SMS codes are not arriving
   • Confirm the phone has mobile network coverage and can receive SMS from other senders.
   • If no SMS from any service arrives, contact the mobile carrier to check for blocking or network issues.
   • If SMS works for other services but not Microsoft, use another available verification method (email, backup phone, etc.) if configured.
6. If completely locked out of personal Microsoft accounts
   • For a personal account where Authenticator is locked and no SMS/email verification works, remove and re-add the Authenticator method from the account security settings (from a device where sign-in is still possible):
     1. Sign in to https://account.microsoft.com from a browser where access is still available.
     2. Go to Security → Security info.
     3. Remove the Authenticator app as a sign-in method.
     4. Select Add sign-in method → Authenticator app and follow the prompts to set it up again on the new phone.

If none of the above works and there is no remaining way to verify identity (no old device, no SMS, no email access), contact Microsoft Support or the work/school IT admin (for organizational accounts) to reset the authentication methods.

References:

• Microsoft Authenticator FAQs
• Troubleshoot problems with Microsoft Authenticator
• Authentication did not complete
• Authenticator locked and cannot access at all after replacing phone - Microsoft Q&A