Multi-Factor Authentication (MFA) Troubleshooting

What to do if you aren't receiving an MFA push notification from the Microsoft Authenticator app

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.