Problems with MS Authenticator app and State Pension Forecast

mr-b

Hi - https://www.gov.uk/check-state-pension says I need to enter the access code from the MS authenticator app, but when I open that I've only got a Microsoft.com account listed (and that has 8 character one time password code when the Gov.uk site says "Enter the access code using only 6 characters" even though you can enter 7!

Searching the MS authenticator app for gov.uk has no results.

I use these authenticator apps so rarely it's not at all clear how this is supposed to work. By contrast, the Google authenticator app seems to just give you a code for each site and is a lot easier to understand.

The gov.uk helpline of course is closed now uintil next week. How is it meant to work?

k_man

Did you add your account to MS Authenticator when it was originally created on the gov.uk website?

Possibly on an old mobile?
Or in the HMRC app instead?

Authenticator apps only work after you have added the account, they aren't prepopulated.

There should be an option during login if you cannot get codes.

mr-b

Tx for the info. I simply can't recall if I added the gov.uk account, it was so long ago. I may have reset my phone since, but the MS Authenticator app does have cloud backup enabled..

I tried to add a gov.uk account to MS Authenticator but all it gives me are options for Personal, Work or Other account.

'Other' prompts me for a QR code, and there's no option to show one that I can see on the gov.uk. As for alternative sign in options, gov.uk "Change how you get your Access code" just says to call Tech Online Services but they're M-F only. :-(

I wish the developers of these security apps were made to not use them for a year and then they would find out how unintuitive they are! Even both the Google and MS Authenticator apps call themselves "Authenticator"!

mr-b

After a lengthy call (it took 30min to get through but the guy was very helpful) it appears that millions of Gov Gateway user IDs have been deleted with no notice. Strangely enough they selected an older Gov GW userid that I was issued a long time ago for any future use, so once I'd reset the login it linked all my info together so I'm finally logged in with everything visible.

dunstonh

A number of years back I had issues and it turned out I had three Govt Gateway accounts to my name.   Apparently,it is a very common problem and they have been looking to get rid of duplications.    

mr-b

If they'd have sent out notifications then it'd have saved a lot of time.