Security
Not getting your sign-in code or Authenticator prompt?
No Authenticator notification
- Open the Microsoft Authenticator app on your phone: waiting requests often appear when you open it.
- Check your phone has internet (Wi-Fi or mobile data) and the right time (Settings > General > Date & Time > Set automatically).
- On the sign-in screen, choose I can't use my Microsoft Authenticator app right now or Sign in another way, then use the 6-digit code shown in the app.
SMS code not arriving
- Wait a minute, then choose Send code again.
- Check you have phone signal, and that the number shown is yours.
Got a prompt you didn't ask for?
Tap Deny and contact us. Someone may know your password. See Think your account has been hacked?
New or lost phone
See New phone? Move your Microsoft Authenticator. If you can't sign in at all, raise a ticket or chat with us (ask a colleague to raise it, or call us), and a technician will verify you and reset it.