Authenticate App

Brumett Chase 0 Reputation points
2026-03-17T14:07:09.4866667+00:00

I recently got a new phone and can not get logged in to my authentication app. When I try to log in to it on the app it tells me to go to the app and approve the login. Not sure how I am supposed to do that

Microsoft Security | Microsoft Authenticator
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  1. AI answer

    2026-03-17T14:07:33.7666667+00:00

    The sign-in approval is still tied to the old phone, so the app on the new phone cannot complete authentication by itself. Use one of these supported recovery paths:

    1. Try another verification method
    • On the sign-in screen where it asks to approve in the Authenticator app, choose “I don’t have my Microsoft Authenticator app” or “Use a different verification option” (wording may vary).
    • Select SMS, phone call, or email if any of these are configured for the account.
    • Complete sign-in using that method, then go to the account’s security/MFA settings and remove the old Authenticator and add the new phone.
    1. If no other methods work and sign-in fails with “Authentication did not complete” Check the common causes listed for this error:
    • Make sure Microsoft Authenticator is unlocked on the device.
    • Ensure notifications are enabled for Microsoft Authenticator and not set to silent.
    • Confirm the app is up to date using the latest version.
    • Verify the phone has a working internet connection (try switching between Wi‑Fi and mobile data).
    • Ensure the device date and time are set correctly. If you still cannot complete sign-in, use the password reset flow for the account: Reset your password.
    1. If this is a work or school (tenant) account and you are not the only admin
    • Contact the organization’s Global Admin or IT helpdesk and ask them to reset your MFA methods / require re-register MFA so that new methods (including the new phone) can be configured.
    1. If this is a work or school account and you are the only admin and are locked out
    • A sole admin who cannot pass MFA must work with the Microsoft Data Protection team via a support ticket or phone support (as described in the referenced Q&A answers). Another tenant or trial tenant can be used only to open a support ticket; the Data Protection team then verifies identity and resets the admin’s authentication methods.

    Until another verification method is used or an admin/support resets MFA, the new Authenticator app cannot approve its own first sign-in.

    References:

    AI-generated content may be incorrect. Read our transparency notes for more information.

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