How to resolve Microsoft Authenticator 'Approval Request Not Received' issues

Summary

This guide helps you troubleshoot and resolve: How to resolve Microsoft Authenticator 'Approval Request Not Received' issues. Follow the steps below to fix the issue.

Common Causes

It can be frustrating when you attempt to log into your business account and the expected approval notification does not appear on your mobile device. This issue is typically caused by network connectivity issues, battery optimisation settings, or a synchronisation lapse between the device and Microsoft's servers.

Quick Fix Steps

Before attempting a full reconfiguration, try these rapid solutions to restore the connection:

• Toggle Airplane Mode: Turn Airplane Mode on for 10 seconds and then off again to refresh your network connection.
• Check Internet Connectivity: Ensure your device is connected to a stable Wi-Fi network or has a strong 4G/5G cellular signal.
• Restart the App: Force close the Microsoft Authenticator app and relaunch it.
• Restart Your Device: A full reboot often resolves background process hangs that prevent push notifications from triggering.

Detailed Instructions

Check Notification Settings

If notifications are disabled at the OS level, the app cannot alert you to a login request.

For iOS (iPhone)

1. Open Settings.
2. Navigate to Notifications.
3. Find and select Authenticator.
4. Ensure Allow Notifications is toggled on and that Banners, Notifications Centre, and Lock Screen are all checked.

For Android

1. Open Settings.
2. Go to Apps > See all apps.
3. Select Authenticator.
4. Tap Notifications and ensure All Authenticator notifications is enabled.

Disable Battery Optimisation

Many Android devices "optimise" apps by putting them to sleep, which prevents the app from waking up to receive a push request.

1. Open Settings.
2. Navigate to Battery > Battery Saver (or Optimisation).
3. Select Optimise now or App battery usage.
4. Find Authenticator and set it to Unrestricted or Don't optimise.

Advanced Troubleshooting

Using the One-Time Password Code

If the push notification is not arriving, you can still authenticate using the time-based OTP (One-Time Password) generated within the app.

1. On your computer login screen, select I can't use my Microsoft Authenticator app right now or Use a verification code.
2. Open the Authenticator app on your mobile device.
3. Tap on your business account.
4. You will see a 6-digit One-time password code. Enter this code into the login prompt on your computer.

Re-registering the Device

If the app consistently fails to receive notifications, the link between your account and the device may be corrupted. This requires a fresh registration.

1. Log into your Microsoft security dashboard via a web browser (using a backup method or admin assistance).
2. Navigate to Security info.
3. Find the existing Microsoft Authenticator entry and select Delete.
4. Select Add sign-in method and choose Authenticator app.
5. Follow the on-screen prompts to scan the QR code with your mobile device.

If you have forgotten your credentials or are unable to access the security dashboard to reset your MFA, please refer to our guide on Password reset (Windows login).

If these steps do not resolve the issue, please Open a Ticket so our technical team can analyse your account configuration.

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