Authenticator not working

Follow these steps to troubleshoot Microsoft Authenticator when using it with Instagram (or any non-Microsoft app):

1. Confirm the type of code Instagram expects
   • Instagram usually uses a time-based one-time password (TOTP) from an authenticator app.
   • In Microsoft Authenticator, when opening the Instagram entry, there should be a 6‑digit code that changes every 30 seconds (often labeled as a one-time password code). Use that code in Instagram.
2. Make sure Authenticator is up to date
   • Install the latest version of Microsoft Authenticator. Using an outdated app can cause failures when generating or syncing codes.
3. Check device time and date
   • TOTP codes depend on accurate time.
   • Ensure the phone’s date and time are set to automatic and correct for the region.
   • After changing, restart the device and try again.
4. If “Authentication did not complete” or similar appears
   • Unlock the app first: if Authenticator is locked, the prompt or code entry may not appear.
   • Ensure notifications are enabled for Authenticator so any approval prompts show up.
   • Check network connectivity (Wi‑Fi or mobile data) and try switching between them.
5. If push notifications are not arriving (for login approvals)
   • Confirm the phone is not in Do Not Disturb/Quiet mode.
   • Verify other apps can receive notifications; if not, fix the phone’s notification or network settings.
   • If only the Instagram (or a specific) account has issues, remove that account from Authenticator and re-add it using Instagram’s QR code or setup key.
6. Re-add Instagram to Authenticator
   • In Instagram security settings, turn off the existing app-based 2FA (if possible) and then turn it back on.
   • When Instagram shows a QR code or secret key, use Microsoft Authenticator → Add account → Other (non-Microsoft) and scan the QR or enter the key.
   • Use the new 6‑digit code shown in Authenticator to complete setup.
7. If nothing works
   • Use Instagram’s backup codes or recovery options (if configured) to get back into the account and reset 2FA.
   • For issues specifically with the Authenticator app (no codes, errors, or crashes) after the above checks, remove and re-add the Instagram account in Authenticator and ensure the app is updated and device time is correct.

References:

• Troubleshoot problems with Microsoft Authenticator
• How to add your accounts to Microsoft Authenticator