Authenticator not working #authenticator

Follow these steps to troubleshoot and regain access:

1. Check Microsoft Authenticator on the new phone
   • Ensure the app is unlocked. If the app is locked, the approval/entry box may not appear and sign-in will fail with messages like “Authentication did not complete.”
   • Confirm notifications are enabled for Microsoft Authenticator in the phone’s Settings (allow alerts, sounds, and badges).
   • Make sure the phone is not in Do Not Disturb/Quiet mode, which can block alerts.
   • Verify the app is updated to the latest version from the app store.
2. Fix notification and time issues
   • If you get no prompts at all when trying to sign in:
     • Check if other apps can receive notifications. If not, there may be a phone OS or network notification-channel issue; resolve this in device settings or with the mobile provider.
   • If prompts appear but always show as expired, set the phone’s date and time to automatic, then restart the device.
3. Check network connectivity
   • Ensure the phone has a stable internet connection (Wi‑Fi or mobile data).
   • If sign-in fails, try switching between Wi‑Fi and mobile data and retry.
4. If “Authentication did not complete” still appears
   • Confirm again:
     • App is unlocked.
     • Notifications are not silent/disabled.
     • App is up to date.
     • Device date/time is correct.
     • Network is working.
5. No SMS or email verification options available
   • If no option appears to receive a text or email code, and Authenticator is the only configured method, access must be reset by an administrator:
     • For a business/organization admin account where there are other admins: another global admin can go to Microsoft Entra Admin Center → Users → your account → Authentication methods → Require re-register multifactor authentication. This forces a fresh Authenticator setup on the new phone.
     • If this is a business account and you are the only admin, the only supported path is to contact Microsoft’s Data Protection team through Microsoft Support so they can verify identity and reset MFA from their side. Use the regional Customer service phone numbers - Microsoft Support entry from the context and clearly state:
       • The issue is with Microsoft Authenticator.
       • The product is Office 365/Microsoft 365 for business.
       • It is a company account, and you are the only administrator.
       • You need a service request with the Data Protection team to reset your authentication methods.
6. If this is a personal Microsoft account
   • When trying to sign in, if the page offers “I don’t have any of these” (for security info), select it and follow the prompts to update security info and regain access. This is used when phone/email methods are no longer available.

If none of the above restores access and there is no alternative sign-in method configured, escalation to Microsoft Support/Data Protection as described is required to recover the admin account.

References:

• Troubleshoot problems with Microsoft Authenticator
• Authentication did not complete
• Troubleshoot Microsoft verification code issues
• 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
• Microsoft authenticator sending me into a spiral - Microsoft Q&A
• Requesting a Tenant Admin MFA Reset - Microsoft Q&A
• Microsoft Authenticator app doesn't show 6-digit OTP code - Microsoft Q&A