Use this when Microsoft Authenticator does not show a push notification, number-matching prompt, or verification code during sign-in.
At a glance
- Use this when: Anyone who is signing in but does not receive a Microsoft Authenticator prompt or code.
- Typical time: 5-10 minutes
- Priority signal: High if this blocks access to work systems.
Quick checks
- Switch between Wi-Fi and cellular data, and confirm Airplane Mode is off.
- Open Microsoft Authenticator before trying the sign-in again.
- Confirm notifications are enabled for Authenticator.
- Confirm your phone date and time are set automatically.
- Temporarily disconnect VPN on the phone if one is enabled.
Steps to try
- Open Microsoft Authenticator and try the sign-in again.
- Check Do Not Disturb, Focus, or Quiet Mode on the phone.
- Update Microsoft Authenticator if an update is available.
- Restart the phone if prompts still do not appear.
- If another verification method is offered, try it once and include the result in the ticket.
Submit a ticket when
- No prompt arrives after the quick checks.
- The prompt appears after the sign-in attempt expires.
- Authenticator shows an error.
- You are locked out or cannot use another verification method.
Include this in your ticket
- The app or site you are trying to access.
- Whether Authenticator opens normally.
- Exact error text or screenshot.
- Whether another verification method works.
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