MS Authenticator

Shannakay Powell-Lombard 0

I have had several users come into my office asking "why they are not receiving the pop-up bubble when they attempt to sign in using the Authenticator app. I have checked all their profiles in Azure and everything is enabled. I even checked the users' phone settings and redid their MFA (requiring them to re-register). They are still not getting the pop-up bubble on their phone. Has MS gone away with this?

If users go to the app directly, they will see the code. However, they will not receive a notification that it has been sent to their device.

Harshitha Eligeti 1,455 Reputation points Microsoft Vendor

2025-01-20T18:49:40.4266667+00:00

Hi @Shannakay Powell-Lombard
I understand that several users are not receiving pop-up bubble when they are trying to attempt to sign in using the Authenticator app and you have checked all the profiles in Azure, and everything is enabled. Even you have checked the users' phone settings and re-registered the MFA. They are still not getting the pop-up bubble on their phone.

Try uninstalling and reinstalling the Authenticator app for the affected users, and check if they are receiving pop-up notifications. Additionally, verify if there is an update available for the app, and if so, proceed with updating it.

Best Regards,
Harshitha Eligeti.
Shannakay Powell-Lombard 0 Reputation points

2025-01-21T20:11:12.5033333+00:00

@Harshitha Eligeti hello! Thank you for this. I've tried with one person so far and this fix did not work. Wondering if this could be on MS side.
Raja Pothuraju 12,200 Reputation points Microsoft Vendor

2025-01-26T19:18:22.01+00:00

Hello @Shannakay Powell-Lombard,

Thank you for your response.

As per the scenario described, I feel that the users might be getting re-registered to resource directory instead of home directory. I would suggest to re-register the MFA by revoking the current session and require them to re-register MFA once again.

Once you click "require re-register MFA" for affected users, please ask them to register the MFA using below URL.

https://account.activedirectory.windowsazure.com/proofup.aspx?whr=<Enter_Tenant_ID>

whr=post your tenant ID and ask users to re-register MFA.

If users face the same behavior, please let me know.

Thanks,
Raja Pothuraju.
Harshitha Eligeti 1,455 Reputation points Microsoft Vendor

2025-01-29T16:01:21.7733333+00:00

Hello @Shannakay Powell-Lombard,
We haven’t heard from you on the last response and was just checking back to see if you have a resolution yet. In case if you have any resolution, please do share that same with the community as it can be helpful to others. Otherwise, will respond with more details and we will try to help.
Shannakay Powell-Lombard 0 Reputation points

2025-01-29T16:07:14.9166667+00:00

Hello, I have tried to re-register the MFA and that did not work. Also tried to uninstall and reinstall the app, and that did not work either. Since it's been a few days and users aren't complaining then I would say the issue has been resolved.
Harshitha Eligeti 1,455 Reputation points Microsoft Vendor

2025-01-30T17:53:42.66+00:00

Hello @Shannakay Powell-Lombard,
Since users are no longer reporting the MFA issue, I assume it has been resolved. If the problem persists, please reach out to us for further assistance.

Best Regards,
Harshitha Eligeti.

1 answer

MacGrover 0 Reputation points

2025-02-06T19:12:18.9533333+00:00

if you are admin go to microsoft entra admin center. search for the user and click to enter their profile. look for the MFA status box under my feed. click on the manage mfa authentication methods link. you will see all their usable authentication methods. i have deleted the phones at that point and then had them resync by signing into office.com to get the qr code. then had them add the account in authenticator again using that qr code.
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