Multi-Factor Authentication (MFA) Troubleshooting

Are you being presented with an "Approve sign in request" prompt on during sign-in, but you are not receiving the push notification from the Microsoft Authenticator app on your mobile device?

Did you recently get a new mobile device?

Using a New Mobile Device

You need to register your new device for MFA:

• If you still have your old device available, follow these instructions to register the new device: https://unbc.teamdynamix.com/TDClient/87/Portal/KB/ArticleDet?ID=3568
• If you no longer have your old device, please contact IT Support for assistance with wiping your current MFA registration, to allow for registration of the new device.

Not Using a New Mobile Device

If you did not recently get a new mobile device, it is still possible for the push notification to fail to appear. It could be a random error, or it could be that the push notification was deliberately suppressed by Microsoft because it detects suspicious sign-in activity and doesn't want to bother you with an unnecessary MFA prompt.

In this situation, please try the following:

1. On the "Approve sign in request" screen where it displays the 2-digit code, select the link that says "I can't use my Microsoft Authenticator app right now".
2. On the next screen, select the "Use a verification code" option.
3. In the Microsoft Authenticator app, select your UNBC account to view the temporary 6-digit code.
4. Enter the displayed 6-digit code into the MFA challenge prompt screen.