Unable to log into my authentication app

Follow these steps depending on your situation:

1. If this is a work or school (business) account

• Try another sign-in method if one is configured (text message, phone call, backup email, security key, etc.). On the sign-in screen, choose “Use a different verification option” and select another method.
• If another method works, sign in to your account security/MFA settings and add or update your Authenticator app so it can be set up again.
• If no other method works and this is a work/school account:
  • Contact the organization’s IT admin or Help desk and ask them to reset your multifactor authentication (MFA) so it can be re-registered. Admins can do this from Microsoft Entra ID by using “Require re-register multifactor authentication.”
  • If you are the only admin and completely locked out, call Microsoft Support and ask for escalation to the Microsoft Data Protection team so they can verify identity and reset MFA registration.

2. If this is a personal Microsoft account and you forgot the password or can’t complete verification

• Use the “Forgot password” or “I don’t have my Microsoft Authenticator app” option on the sign-in page and follow the recovery flow.
• If prompted, use any available backup method (SMS, email code, etc.) to prove identity.

3. If you see “Authentication did not complete” or similar errors when trying to verify

• Make sure the Microsoft Authenticator app is unlocked (open the app and ensure it is not locked by a PIN/biometrics).
• Ensure notifications are enabled and not silenced for Microsoft Authenticator, and check for any SMS codes that may have arrived silently.
• Update Microsoft Authenticator to the latest version.
• Check that the phone has a working internet connection (try switching between Wi‑Fi and mobile data).
• Verify the device date and time are correct.

4. If multiple failed attempts have been made

• Microsoft Entra multifactor authentication may temporarily block further attempts after repeated failures. Wait and try again later, or use a different MFA method if one is available. If suspicious activity is suspected, contact the IT admin so they can review sign-in logs.

If none of the above works and there is no alternative verification method, only the account admin/IT support or Microsoft Support (via Data Protection team) can reset MFA so Authenticator can be set up again.

References:

• Authenticator Did Not Complete Login
• Authentication did not complete
• Troubleshoot problems with Microsoft Authenticator
• Common problems with two-step verification for a work or school account
• Frequently asked questions about Microsoft Entra multifactor authentication
• Cannot authenticate with E-mail when logging into Microsoft Authenticator(iOS). - Microsoft Q&A
• How Do I Regain Access to My Account After Losing Access to Microsoft Authenticator? (Urgent Request). - Microsoft Q&A
• Global Admin Locked out - Microsoft Q&A
• Microsoft authenticator sending me into a spiral - 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