I'm having a hard time accessing the authenticator app

Microsoft Authenticator codes do not “sync” between devices in real time. Each device generates its own time-based one-time passwords (TOTPs) locally, using the shared secret set up when the account was added. If codes appear different or sign-in is failing, use these checks:

1. Verify date and time on both devices

• Ensure automatic date, time, and time zone are enabled on both laptop and phone.
• Incorrect time settings cause mismatched or invalid codes.

2. Confirm internet requirements

• For verification codes (6‑digit OTP): no internet connection is required; codes are generated offline.
• For push sign-in responses/number matching: the device must be online. Make sure Wi‑Fi or mobile data is working and Airplane mode is off.

3. Make sure Authenticator is updated and working properly

• On the phone, open Microsoft Authenticator, go to Settings, and ensure:
  • The app is updated to the latest version.
  • App updates is turned on.
  • Turn off battery optimization is enabled for better sync performance.
  • Notification Settings → Show notifications is turned on if using push approvals.
• Ensure the device’s OS and any security apps (such as Microsoft Defender or Intune Company Portal) are up to date.

4. Check for “Authentication did not complete” or similar errors If sign-in fails with “Authentication did not complete,” check:

• The app is unlocked when trying to approve.
• Notifications are not silent or blocked.
• Network connection is stable; if needed, switch between Wi‑Fi and mobile data.
• Device date and time are correct.

5. If still unable to sign in

• If there is another sign-in method configured (SMS, email, backup codes, another admin), use that to get into the account and review/re-register Authenticator.
• If locked out of a work/school tenant and are not able to reset MFA from another admin account, contact the organization’s admin or Microsoft support/Data Protection team as described in the referenced Q&A threads.

References:

• Troubleshoot problems with Microsoft Authenticator
• Authentication did not complete
• Microsoft Authenticator FAQs
• Microsoft authenticator sending me into a spiral - Microsoft Q&A
• Microsoft Authenticator app doesn't show 6-digit OTP code - Microsoft Q&A
• I have a Micrsoft business account and I am the admin and the only user registered under this account. I can't log in because i have replaced my phone and the authenticator doesn't work. - Microsoft Q&A
• Requesting a Tenant Admin MFA Reset - Microsoft Q&A