How to Fix Microsoft Authenticator Error Code 500121
Question details
The user is unable to access their Microsoft work or admin account due to error code 500121, as the Microsoft Authenticator app fails to receive MFA approval requests.
- Product
- Microsoft Authenticator
- Device & OS
- not provided
- Scenario
- Logging into a work or admin account and encountering a security information or multifactor authentication setup prompt.
- Observed behavior
- The system blocks account access and displays error code 500121 because the required authentication approval request is never received by the app.
Ensure you have a stable internet connection on your mobile device and that your Microsoft Authenticator app is updated to the latest version. If you have alternative authentication methods configured, keep them accessible.
Bypass the 'More information required' prompt
Use this quick workaround to refresh the authentication prompt by reselecting your account during the login process.
This method forces the Microsoft login portal to re-trigger the authentication workflow without attempting to send a failed push notification.
Type in your Microsoft account username and password as you normally would on the login screen.
When the 'More information required' message appears on the screen, do not click the 'Next' button.
Click on the 'Use a different account' option located on the login page.
Select the exact same account you were originally trying to log into. This action resets the prompt and often allows the MFA request to pass through successfully.
Contact Microsoft Support for Account Recovery
Use this method if the login workaround fails and you are the sole administrator locked out of the tenant.
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Frequently Asked Questions
What does Microsoft Authenticator error code 500121 mean?
Error code 500121 typically indicates a failure during the multi-factor authentication (MFA) process. It means the authentication request was denied, expired, or the Authenticator app failed to receive the notification from the server.
Can I reset my Microsoft Authenticator if I am locked out?
If you are an end-user, you cannot reset it yourself while locked out; you must contact your organization's IT admin to require re-registration for MFA. If you are the only admin for your tenant, you will need to contact Microsoft Data Protection support.
Why is my Authenticator app not receiving approval requests?
This issue is commonly caused by network connectivity problems, battery optimization settings on your mobile device restricting background app data, or the Authenticator app losing synchronization with your Microsoft account.
