Can’t login in to my account

Yonelby Almanzar 0 Reputation points
2026-10-08T22:49:29.4666667+00:00

The code that was given to put into the authentication doesn’t pop up, basically I sign in with my email and password but when once it asks me to authenticate on my phone I can’t because it’s not popping up on my phone

Microsoft 365 and Office | Subscription, account, billing | For business | Windows
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  1. Kai-Ex 1,585 Reputation points Microsoft External Staff Moderator
    2026-10-09T06:34:54.34+00:00

    Hi,

    In addition to the AI-provided solution for the missing authentication prompt, please include the following extra guidance:

    1. Restart the user's mobile device to refresh push notification services.
    2. Ensure the phone's date and time are correctly synchronized with the network.

    These actions often resolve background communication issues that prevent the Microsoft Authenticator prompt from appearing during login.

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  2. AI answer

    2026-10-08T22:49:43.7866667+00:00

    If the sign-in approval prompt is not appearing in Microsoft Authenticator, use this order of recovery:

    1. Try another verification option on the sign-in screen. Look for Use a different verification option, I don’t have a code, or another method such as SMS, voice call, or email if those methods are already registered on the account.
    2. If this is a work or school account, contact the organization’s IT admin. The accepted guidance for work or school accounts is that the admin may need to reset or require re-registration of multi-factor authentication so the Authenticator app can be set up again.
    3. If this is a personal Microsoft account and the Authenticator prompt still does not arrive:
      • Use the Sign-in Helper tool.
      • If verification codes are not arriving, avoid making repeated requests because excessive requests can cause a temporary block.
      • Try another verification method connected to the account.
      • Try another network, such as switching between Wi‑Fi and cellular data.
      • If blocked, wait at least 24 hours before trying again, and if needed wait longer, up to 1 week.
    4. If access to the registered security methods has been lost:
      • At the Verify your identity prompt, select I don't have any of these and follow the prompts to replace security info.
      • If all security info is replaced, there is a 30-day wait before sign-in is allowed again.
    5. If the password is also not known and there is no access to any security info, submit the account recovery form.

    Important:

    • Support agents cannot send verification codes or change account details for personal Microsoft accounts.
    • Do not keep retrying the same verification request repeatedly, because that can extend a temporary block.
    AI-generated content may be incorrect. Read our transparency notes for more information.

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