Authenticator problem

Follow these steps to resolve the issue where Authenticator says to “enter again in the app” and Word sign-in cannot complete:

1. Make sure the authentication is completed inside Authenticator
   • Open the Microsoft Authenticator app directly.
   • Check if there is a pending number match or Approve / Deny prompt at the top of the account list.
   • Enter the numbers shown on the Word sign-in screen into Authenticator and tap Approve.
2. Check if the app is locked
   • In Authenticator, verify that the app is unlocked.
   • If it asks for PIN, fingerprint, or Face ID, complete that first so the approval box can appear.
3. Enable notifications for Authenticator
   • On the phone, open Settings → Notifications.
   • Make sure Microsoft Authenticator has notifications allowed and not set to “silent”.
   • Try the sign-in again from Word so a new prompt is sent.
4. Update Authenticator and check network
   • Ensure Microsoft Authenticator is updated to the latest version.
   • Confirm the phone has internet access. If using Wi‑Fi, try switching to mobile data, or vice versa.
5. Check device date and time
   • On the phone, set Date & time to automatic so it matches the network time. Incorrect time can cause “authentication did not complete” issues.
6. Try another verification method or reset password
   • On the Word/Microsoft 365 sign-in screen, if available, choose “Use a different verification option” (such as SMS or phone call) and complete sign-in that way.
   • If the problem is that the password is not accepted or is forgotten, use the Reset your password option provided on the sign-in page.
7. If the message persists
   • The error indicates the authenticator (broker app) did not complete the login. After checking the points above, repeat the sign-in from Word and complete the approval in Authenticator again.
   • If this is a work or school account and access is still blocked, contact the organization’s IT administrator and ask them to review and, if needed, reset multifactor authentication settings.

References:

• Authenticator Did Not Complete Login
• Troubleshoot problems with Microsoft Authenticator
• Authentication did not complete
• Common problems with two-step verification for a work or school account