I cannot find a prompt window on my authenticator app

Question

I cannot find a prompt window on my authenticator app

Saksiri Lertnilkarn 10

I change my phone. My authenticator app does not show a prompt window for identitity verification sent by MS Azure. What should I do?

Michele Ariis 4,505 Reputation points MVP

2025-08-23T05:37:40.41+00:00

Hi, happens a lot after a phone change—fix it this way, fastest first: 1) Sign in another way and pick “Use a verification code from my mobile app” (the 6-digit code works even if push doesn’t); in Authenticator tap your work/school account and use the code shown. 2) If the account isn’t on the new phone, on a PC go to aka.ms/mysecurityinfo, sign in with any available method (SMS/backup code/FIDO), click Add sign-in method → Microsoft Authenticator, scan the QR with the app, then set Default sign-in method = Authenticator code (you can turn push back on later). Remove the old device from the same page. 3) If you can’t get in at all, ask your org’s IT to reset your MFA methods or issue a Temporary Access Pass (TAP) so you can register the new phone; for personal Microsoft accounts use the account recovery form. 4) Fix “no prompt” on the new phone: update Authenticator, ensure Notifications ON (iOS: Settings → Notifications → Authenticator; Android: App info → Notifications ON), disable battery optimization/background restrictions for Authenticator, allow Background App Refresh, make sure date/time automatic, and that the phone has network access without SSL-inspection blocking Microsoft endpoints. 5) If you had Authenticator cloud backup, use Begin recovery in the app (same iCloud/Microsoft login as the backup), then re-verify work accounts when prompted.

1 answer

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Michele Ariis 4,505 Reputation points MVP

2025-08-23T05:37:40.41+00:00

Hi, happens a lot after a phone change—fix it this way, fastest first: 1) Sign in another way and pick “Use a verification code from my mobile app” (the 6-digit code works even if push doesn’t); in Authenticator tap your work/school account and use the code shown. 2) If the account isn’t on the new phone, on a PC go to aka.ms/mysecurityinfo, sign in with any available method (SMS/backup code/FIDO), click Add sign-in method → Microsoft Authenticator, scan the QR with the app, then set Default sign-in method = Authenticator code (you can turn push back on later). Remove the old device from the same page. 3) If you can’t get in at all, ask your org’s IT to reset your MFA methods or issue a Temporary Access Pass (TAP) so you can register the new phone; for personal Microsoft accounts use the account recovery form. 4) Fix “no prompt” on the new phone: update Authenticator, ensure Notifications ON (iOS: Settings → Notifications → Authenticator; Android: App info → Notifications ON), disable battery optimization/background restrictions for Authenticator, allow Background App Refresh, make sure date/time automatic, and that the phone has network access without SSL-inspection blocking Microsoft endpoints. 5) If you had Authenticator cloud backup, use Begin recovery in the app (same iCloud/Microsoft login as the backup), then re-verify work accounts when prompted.

Answer 1

Hello Saksiri Lertnilkarn,

Thank you for posting your query on Microsoft Q&A.

Vasil Michev has provided the answer, in addition to that I am proposing some more solutions to you for more better understanding.
Based on your description You got a new phone, installed the Microsoft Authenticator app, but now it doesn’t show the usual pop-up asking you to approve login attempts. It’s like the app forgot who you are or isn’t listening for the login request anymore.

You can Try Using the Verification Code to authenticate:

Open the Authenticator app.
Tap your account and use the 6-digit code instead of waiting for a push.
This works even if push notifications fail.

You can Re-register the App

Go to https://aka.ms/mysecurityinfo.
Sign in using any available method (SMS, backup code, etc.).
Click Add sign-in method → Microsoft Authenticator.
Scan the QR code with the app.
Set Authenticator code as the default method.

Fix Push Notification Issues

Ensure notifications are enabled:
- iOS: Settings → Notifications → Authenticator → Allow.
- Android: App Info → Notifications → Allow.
Disable battery optimization and allow background refresh.
Ensure automatic date/time and network access without SSL inspection.

If you had cloud backup enabled, you could restore your accounts in the Authenticator app. Launch the app, and tap "Begin Recovery." Just make sure that you're logged in with the same Microsoft account you used for backup.

If you didn’t back it up, or can't access the old phone, you'll need to reset your MFA settings.

You're admin you can enabled, it with Self-service password reset (SSPR):

Go to https://aka.ms/mfasetup

Sign in and choose an alternate method (SMS/email)

Reconfigure your MFA device

You're not the only admin, ask another Azure AD admin to reset your MFA settings:

Admin opens Microsoft Entra portal > Users > Select your account > Authentication methods> Click Require re-register MFA

In the case when you're locked out and no admin can help, contact Microsoft Support for identity to reset your MFA methods and Issue a Temporary Access Pass (TAP) for re-registration.

Reference for more understanding.
Microsoft support: https://support.microsoft.com/en-us/contactus?utm_source=chatgpt.com

Reset MFA via Admin: https://learn.microsoft.com/en-us/entra/fundamentals/

I hope this above information provided is helpful. Please feel free to reach out if you have any further questions.

If the answer is helpful, please click "Accept Answer" and kindly upvote it.

Regards,

Monalisha

Monalisha Jena 330 Reputation points Microsoft External Staff Moderator

2025-08-28T10:05:32.05+00:00

Hello Saksiri Lertnilkarn,
Just checking in to see if you had a chance to see the below answer. To help the community find the right answers, please do mark the post which was helpful by clicking on Accept Answer.
Monalisha Jena 330 Reputation points Microsoft External Staff Moderator

2025-08-29T08:05:43.8833333+00:00

Hello Saksiri Lertnilkarn, Just checking in to see if you had a chance to see the below answer. To help the community find the right answers, please do mark the post which was helpful by clicking on Accept Answer.

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I cannot find a prompt window on my authenticator app

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