Locked out of Microsoft Authenticator

Follow these steps to regain access when Microsoft Authenticator is locked and the PIN is forgotten:

1. Check for the specific "Authentication did not complete" situation
   • If the lockout appears as an “Authentication did not complete” or similar failure when trying to approve sign-in, verify the basics on the device:
     • Make sure the Microsoft Authenticator app itself is unlocked (close and reopen it, or unlock with device biometrics if configured).
     • Ensure notifications are enabled and not silenced for Microsoft Authenticator so prompts can complete.
     • Confirm the app is updated to the latest version.
     • Make sure the device has a working internet connection (try switching between Wi‑Fi and mobile data).
     • Verify the device date and time are set correctly.
2. Use another verification method if available
   • When signing in and prompted for Authenticator, choose Sign in another way (or equivalent link) on the two-step verification screen.
   • Select another method that was previously configured (SMS, alternate email, security key, etc.) and complete sign-in.
   • After signing in, update verification methods so there is at least one alternative method available in case Authenticator is locked again.
3. If no other verification method is available
   • If no Sign in another way option appears, or no other methods are listed, contact the account administrator or IT admin to reset authentication methods. They can:
     • Require re-registration of multifactor authentication for the account so Authenticator can be set up again.
   • If this is a work or school account and there is no other admin who can reset MFA, the tenant’s global admin (or the only admin, if that is the situation) must work with Microsoft Support/Data Protection to regain access, following the guidance for locked-out admins.
4. If the account is blocked or verification methods are failing
   • If repeated attempts cause messages like “Try another verification method” or indicate a temporary problem, the account may be temporarily blocked due to unusual activity or high volume of requests.
   • To resolve:
     • Try another verification method linked to the account (for example, alternate email instead of SMS, or vice versa).
     • Try from a different network (switch Wi‑Fi/cellular or use another Wi‑Fi network).
     • Wait at least 24 hours without repeated attempts; if still blocked, wait longer (up to a week) before trying again.
     • Use the sign-in helper linked in the verification-code troubleshooting article to diagnose sign-in issues and see available support options.

If none of the above works and there is no way to use another verification method or admin assistance, direct support from Microsoft (for consumer accounts) or the Microsoft 365 tenant’s support channel (for work/school accounts) is required to verify identity and reset access.

References:

• Troubleshoot problems with Microsoft Authenticator
• Authentication did not complete
• Sign in using two-step verification or security info
• Troubleshoot Microsoft verification code issues
• Cannot authenticate with E-mail when logging into Microsoft Authenticator(iOS). - Microsoft Q&A
• Global Admin Locked out - 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
• Severity A Situation - Locked out of global admin account (MFA) - business down - Microsoft Q&A