IT ISSUE · IDENTITY AND ACCESS
MFA prompt not arriving
The prompt is only the last step. Where it went and which method is registered decide the rest.Multi-factor authentication adds a second check when someone signs in. When the prompt doesn't arrive, it can be the registered device, the method itself, the network, the state of the account or the application asking for access.
What you may notice
- No phone notification appears.
- The authenticator app shows no request.
- A code is rejected.
- The prompt is going to an old device.
- The sign-in process loops or times out.
Check the registered method and account
We review the registered methods for the authorised user, the account status, device access and the relevant identity settings. Where it's appropriate, we can then look at a secure temporary access method or re-registering the device.
Don't approve an MFA request you weren't expecting. A prompt arriving when you aren't signing in can mean someone else is.