Unable to connect to Outlook, no code received on authenticator

Question

Unable to connect to Outlook, no code received on authenticator

Parker Celeste 0

Hello, I'm following up on a problem I encounter when I try to log in to my outlook account. I have two-factor authentication with the authenticator app but when it asks me for the code, nothing is displayed on the app. I have tried several times to uninstall, delete data, turn off, everything on my phone but nothing works. I also tried on another device but I go around in circles as it always asks me for the same code that I don't receive. I recently changed my iPhone and I think the app is thinking of sending me the code on the old one even if I don't think so because when I opened the app the first time, another account was already connected. I tried the different techniques mentioned on the forums but nothing works. Can you help me please? Thank you!

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Answer 1

Dear @Parker Celeste

I understand how frustrating it is to be locked out of your Outlook account after switching to a new iPhone, especially when the notification or code fails to appear on your Authenticator app.

When you set up a new phone, the Microsoft Authenticator app does not automatically transfer your active two-factor authentication (2FA) registration from your old phone, even if your account profile appears in the app. The system is still trying to send approval push notifications to your old device's internal ID.

Since this is a work or school account, here are the exact steps to resolve this, broken down by your options as a user and what your IT Admin needs to do if you are locked out.

If there is another Global Admin in your tenant, or if you are an end user:

Please ask that Global Admin to follow the steps in the aforementioned guide to reset MFA for you.

For step-by-step details, see the official Microsoft documentation: Manage authentication methods for Microsoft Entra multi-factor authentication - Microsoft Entra ID …

If You Are the Only Global Admin (Sole Admin)

If there are no other administrators in your organization, you cannot reset your own MFA status. You will need to contact the official Microsoft Data Protection team safely over the phone. They are the only team authorized to verify your identity and reset your MFA backend configuration.

Find your local region's support number via the official Customer service phone numbers - Microsoft Support directory.

Here are some tips and an example of a prompt to help you navigate the IVR more effectively:

(When you call the support number, you may hear an introduction of about 30 seconds such as "you can visit the link...". You can ignore this introduction and wait until you are presented with the options. Then press "1" as a business email user, and again "1" for technical help.)

In some regions, the initial interaction may be automated, so here’s a general idea of how the conversation might go to help you prepare:

What kind of problem are you experiencing?

Answer: Authenticator

What products do you use?

Answer: Office 365 for business

Is this for an education or company account?

Answer: For companies

Are you an administrator?

Answer: Yes

Are there any other administrators in your organization?

Answer: No. I am the only admin in my tenant

Do you need a... Service request?

Answer: Yes. I need to create a ticket. Please send me direct to the Data Protection Teams.

During the phone call, you will need to provide the information associated with your subscription, such as your company name, billing details, phone number, and an alternate email address, etc. This information allows the Data Protection team to verify your identity and securely assist you in regaining access to your administrator account.

If calling phone support hasn’t been effective and you’re getting disconnected, there is another option you can consider as a workaround to reach the right team. You can sign up for a new Microsoft 365 tenant by creating a trial subscription here: Microsoft 365 Business Plans and Pricing | Microsoft 365

Once that new tenant is created, you’ll be able to access the Microsoft 365 admin center and submit a support ticket directly from there. In the ticket, explain that you’re requesting assistance from the Data Protection Team for your original tenant, due to being locked out as the only admin with MFA issues. This method often helps bypass the automated loops because you’re able to submit the request from an authenticated admin center, even if it’s under a temporary tenant.

Note: Please remember to cancel the trial subscription once your issue is resolved to avoid any unintended charges.

Also, just to set expectations clearly and transparently, this is a user‑to‑user support forum, so I don’t have the ability to intervene directly or unlock accounts. I can only suggest additional options based on my experience and what has worked for others in the community.

I hope this information helps you take the right steps to regain access to your account. If you have any updates or additional details, please feel free to leave a comment under this post. I’ll be happy to assist further within my scope.

Answer 2

This usually happens after changing phones: the approval prompt may still be going to the old device, or the Authenticator registration on the new iPhone is no longer valid.

Try these steps in order:

Check the old iPhone first If the old phone still has Microsoft Authenticator installed, open it and see whether the approval request appears there. Push notifications are often sent to the device where Authenticator was last used.
Use another sign-in method if available On the sign-in screen, choose another verification option such as SMS, email, or I can’t use my Microsoft Authenticator app right now. If that works, use it to get back into the account.
Make sure Authenticator can complete prompts on the new phone
- Unlock the Microsoft Authenticator app.
- Confirm notifications are enabled and not silent.
- Check that the iPhone has internet access; if needed, switch between Wi‑Fi and mobile data.
- Make sure date and time are set correctly.
- Update Microsoft Authenticator to the latest version.
If the old device is still registered, remove and re-add Authenticator on the new phone After signing in with a backup method, go to the account security or security info page, remove the old Microsoft Authenticator method, then add Authenticator app again and scan the QR code on the new iPhone.
If the phone was changed and the app was reinstalled, the registration may be broken Reinstalling or moving to a new device can leave the app without a valid MFA registration even if the account name appears in the app. In that case, the app will not generate codes or receive prompts until it is registered again.
If this is a work or school account and no backup method works Ask the organization’s IT admin or helpdesk to clear or reset the MFA settings for the account. If the phone was lost or stolen, Microsoft recommends notifying the helpdesk so the settings can be cleared and re-registration can happen at the next sign-in.
If the issue continues after that In Authenticator, open the top-level menu and select Send feedback to send logs for diagnostics, then contact the IT admin/helpdesk.

References: