How to fix if I’m not getting pop up-s in the authenticator app

Gréta Herendi 0 Reputation points
2026-09-27T13:49:16.3666667+00:00

When I try to log into anything with my university email address it requests me to identify myself through authenticator and a number appears on my screen. However now I got a new phone and the pop up-s within the authenticator won’t show up but on my old phone it is working, I get the pop ups on my old phone and I can’t identify myself in other ways so I would love to receive help as soon as possible. Thank you

Microsoft 365 and Office | Subscription, account, billing | For education | Windows
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  1. Hani-Ng 2,230 Reputation points Independent Advisor
    2026-09-29T03:44:01.32+00:00

    Hi Gréta Herendi

    You can refer to AI’s answer first, as it covers the steps for moving Microsoft Authenticator authentication from your old phone to your new phone.

    One additional point is that, because this is a university work or school account, the authentication methods available to you are controlled by your university. If you are unable to complete the registration on the new phone, especially if you lose access to the old phone, please contact your university IT/help desk. They can assist with resetting your authentication methods so that Microsoft Authenticator can be registered again.

    After you regain access, it is also a good idea to add another sign-in method if your university allows it. Microsoft recommends having multiple sign-in methods associated with a work or school account to help avoid being locked out if one method becomes unavailable.

    Sign in to your work or school account using two-step verification | Microsoft Support

    You can manage the authentication methods for your account here: https://mysignins.microsoft.com/security-info

    I hope this information helpful and if you have any further questions, please feel free to ask!

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  2. AI answer

    2026-09-27T13:49:30.9433333+00:00

    This is happening because the approval prompt is still being sent to the device where Microsoft Authenticator was last active, which in this case is the old phone.

    Use this path:

    1. Open Microsoft Authenticator on the old phone and approve the sign-in there.
    2. After signing in, go to your account security settings and update the Authenticator method so the new phone is registered.
    3. Remove the old Authenticator device or old app registration so future notifications stop going there.
    4. On the new phone, make sure Authenticator notifications are enabled in the device settings.
    5. In Authenticator, make sure Show notifications is turned on.
    6. Make sure the new phone is not in Do Not Disturb or Quiet mode.
    7. Check network connectivity on the new phone. If needed, switch between Wi‑Fi and mobile data, and make sure Airplane mode is off.
    8. Update Microsoft Authenticator to the latest version. Versions older than 12 months are not supported.
    9. Make sure the phone date and time are correct.

    If notifications still do not appear on the new phone:

    1. Remove the problematic account from the Authenticator app on the new phone.
    2. Add the account again and allow notifications when prompted.
    3. If push notifications still fail, use another verification method if available, such as SMS.

    Because this is a university email address, if the old phone becomes unavailable or the account cannot be re-added successfully, the university IT admin needs to reset or re-register the authentication method.

    References:

    AI-generated content may be incorrect. Read our transparency notes for more information.

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