Microsoft authentication app not working on mobile

Hi @Abirami Srinivasan,

Thank you for posting your question in the Microsoft Q&A forum, and I’m sorry to hear you're having trouble accessing your work account due to Microsoft Authenticator app.

To better assist you, could you please clarify the following:

• Have you previously set up the Microsoft Authenticator app on any device for this account, or is this your first time trying to sign in?   
• If so, are you currently using the same device where you originally registered the Authenticator app? Have you recently switched to a new device?
• Could you upload a screenshot illustrating what you see so I can better understand what occurs when you try to sign in?

While we wait for your response, here are the steps you can try to resolve the issue:

Please note: these instructions are intended for end-users. If you’re an IT administrator dealing with an authenticator issue, let me know so I can provide guidance specifically for your role.  

1/ Use an alternative sign-In method

Sign in with your work account and when prompted for a code, on the sign-in request screen, click “I can’t use my Microsoft Authenticator app right now.”

Select "Use a verification code"

Switch to the Authenticator app on your mobile device.

Tap your work account, then locate the One-time password code (a 6-digit code).

Enter this code in the verification field on your sign‑in screen and click Verify.

2 / Contact your IT admin

If the above steps cannot apply to your situation, you’ll need your company’s IT administrator to reset your MFA settings. Since these settings are managed by your company's IT department, please contact them directly for assistance in regaining access to your account.

Specifically ask them to “Reset my MFA settings or allow me to re-register for MFA". This is a standard request, and your company’s IT team should be able to assist you with it.

You can also share the steps in this Microsoft article for them so they can help reset your MFA settings for you Manage user authentication methods for Microsoft Entra multifactor authentication.

Once your company’s IT admin has reset your MFA, the next time you sign in to your account, you will be guided through the process of setting up the Microsoft Authenticator app again from the beginning. This includes scanning a QR code, which will reconfigure your authentication method and allow you to access your account as normal.

Please note that forum moderators do not have access to user account settings and cannot assist with logging in, resetting passwords, or changing access rights. While we do not have access to internal systems or administrative tools required to resolve account-specific or backend-related issues, we’ll continue doing our best to support you within the scope of our responsibilities.   

I hope this helps you regain access to your account quickly. I'm glad to assist and truly hope the information provided has been useful. Please feel free to reach out anytime if you need further assistance.

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