Authenticator app

Use these checks to understand why Microsoft Authenticator is not sending notifications or codes for a specific account:

1. Confirm which device is receiving notifications

• When registering or approving a sign-in, the push notification may be going to a different device where Authenticator was last used (for example, an old phone).
• Check any previous phone that still has Authenticator installed and open the app there.
• If that’s the case, remove Authenticator from old devices and clean up old devices in your account security settings so notifications go only to the current phone.

2. Check if notifications are blocked on the phone If no notifications appear at all on the current device:

• Make sure the phone is not in Do Not Disturb/Quiet mode.
• Verify that other apps can send notifications; if not, fix the phone’s notification or network settings.
• In the phone’s Settings, ensure notifications are enabled for Microsoft Authenticator, including sound/vibration if needed.

3. Check per‑account notification behavior

• If notifications work for some accounts in Authenticator but not for the problematic one, remove that specific account from Authenticator and add it again, allowing notifications during setup.

4. Fix “Authentication did not complete” or silent prompts If sign-in fails or appears to hang for that account:

• Make sure the Authenticator app itself is unlocked so the prompt can appear.
• Ensure notifications for Authenticator are not set to silent.
• Confirm the device has a working internet connection; if needed, switch between Wi‑Fi and mobile data.
• Verify the device’s date and time are correct and set to automatic.
• Install the latest version of Microsoft Authenticator.

5. Use an alternate verification method

• If the account supports it, choose a different verification method (such as SMS or another configured method) while troubleshooting Authenticator.

If none of these steps help and the account is a work or school account, contact the organization’s IT admin to review and, if needed, reset MFA settings for that account.

References:

• Microsoft Authenticator FAQs
• Troubleshoot problems with Microsoft Authenticator
• Common problems with two-step verification for a work or school account
• How to add your accounts to Microsoft Authenticator