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Fix Microsoft Authenticator Not Showing Keyboard for Number Matching
Question details
The user is unable to type the required matching number in the Microsoft Authenticator app because the on-screen keyboard fails to appear.
- Product
- Microsoft Authenticator
- Device & OS
- not provided
- Scenario
- Attempting to sign in to work or university email accounts on a new device using Multi-Factor Authentication (MFA).
- Observed behavior
- The Authenticator app displays the prompt for number matching, but does not provide a keyboard for the user to enter the numbers, blocking the login process.
Ensure you have an alternative method to contact your organization's IT administrator or helpdesk, as resolving this issue usually requires resetting your MFA authentication methods from the administrative side.
Reset Phone Authentication Method via IT Administrator
This is the most effective solution for organizational accounts. An administrator must reset your MFA settings so you can reconfigure the Authenticator app.
Since the keyboard glitch prevents you from completing the sign-in on your new device, your existing Multi-Factor Authentication (MFA) setup is stuck. By having an admin reset your authentication methods, you force the system to let you set up the app from scratch, which typically resolves device-specific UI glitches.
Reach out to your organization's IT administrator or support team through an alternative channel (like a phone call or secondary email).
Ask the administrator to navigate to Microsoft Entra ID and select the option to 'Require re-register MFA' or completely reset your phone authentication method.
Open the Microsoft Authenticator app on your new device, tap on your work or school account, select the settings gear (or three dots), and tap 'Remove account'.
Sign in to your work or school email on a web browser. When prompted to set up the Authenticator app, scan the new QR code and complete the setup process.
Contact Microsoft Support for Tenant Admins
Use this solution if you are the sole global administrator for your Microsoft tenant and are locked out due to the keyboard issue.
Stay Productive with WPS Office While Fixing Account Issues
If you are locked out of your Microsoft 365 work or school account due to Authenticator glitches, you don't have to stop working. WPS Office offers a free, lightweight alternative that lets you view, create, and edit your documents locally without requiring complex cloud sign-ins.
- 1. Download the software: Visit the official WPS website and download the free WPS Office installer for your PC, Mac, or mobile device.
- 2. Install and launch: Run the installer and follow the quick on-screen instructions. Once installed, open WPS Office.
- 3. Open your files instantly: Drag and drop your existing Word, Excel, or PowerPoint files into WPS Office to continue working immediately, completely offline.
Frequently Asked Questions
Why is the number pad not appearing in Microsoft Authenticator?
This can happen due to a rendering glitch in the app's user interface on certain new devices, an outdated app version, or conflicts with third-party keyboard apps installed on your smartphone.
Can I bypass number matching in Microsoft Authenticator?
No. If your organization's IT administrator has enabled and enforced number matching in Microsoft Entra ID for enhanced security, it cannot be bypassed by the end-user.
How do I update the Microsoft Authenticator app?
Open the Apple App Store or Google Play Store on your mobile device, search for 'Microsoft Authenticator', and tap the 'Update' button if a new version is available. Updating often fixes UI bugs like missing keyboards.
What should I do if I am the only administrator and get locked out?
If you are the sole global admin and cannot access your account, you must contact Microsoft Support by phone for your specific region and request assistance from the Data Protection team to regain access.
