Service, scenario and response

The displayed number is normally entered into the New sign-in request inside Authenticator, but if no approval request appears because the account is not fully configured, use another registered method or have the Authenticator registration reset.

Try the number-matching request

1. Leave the sign-in screen showing the number.
2. Open Authenticator by tapping its New sign-in request notification, rather than starting another sign-in from the account tile.
3. Unlock Authenticator if prompted.
4. Enter or select the number displayed on the original sign-in screen, then select Approve.

That is the expected number-matching flow; the number appears on one screen and the approval request appears inside Authenticator on the phone.^1^

If Authenticator only returns to a login page and never displays New sign-in request, use the applicable recovery path below.

If another verification method is available

On the sign-in page, select Other ways to sign in, Sign in another way, or I can’t use my Microsoft Authenticator app right now, then choose an already-registered method such as email, passkey, text, or phone call.

Do not remove the Authenticator account until another working verification method is available; removal can leave the account completely inaccessible.

Work or school account

Contact the organization’s IT administrator and ask them to reset the Authenticator registration:

1. Sign in to the Microsoft Entra admin center as at least an Authentication Administrator.
2. Go to Entra ID → Users.
3. Select the affected user and then Authentication methods.
4. Select Require re-register MFA.
5. Sign in again and register Authenticator from the beginning.

This action deletes the user’s registered Authenticator apps and other listed MFA methods, requiring fresh registration.^2^

If the organization supports a Temporary Access Pass, the administrator can issue one so the user can sign in and register a new authentication method.^3^

If this is the only administrator account and no other authentication method works, contact Microsoft business support for tenant-access recovery. Do not create or delete accounts while access is being recovered.

Personal Microsoft account

Select another verification method if one is offered. After regaining access:

1. Open the Microsoft account Security page.
2. Select Manage how I sign in.
3. Select Add a new way to sign in or verify.
4. Add and verify another method before changing the existing Authenticator registration.^4^

If no method works, use Microsoft account recovery/support. In Authenticator, open the top-level menu and select Send feedback first so diagnostic logs are captured.^5^

Only approve a request that corresponds to a sign-in you initiated. Deny any unexpected number-matching request.

References

1. Sign in using Microsoft Authenticator | Microsoft Support
2. Manage user authentication methods for Microsoft Entra multifactor authentication
3. Perform account recovery in Microsoft Entra ID
4. Microsoft account security info & verification codes | Microsoft Support
5. [Personal accounts](https://support.microsoft.com/authenticator/troubleshoot-problems-with-microsoft-authenticator)