I can't log in to the Microsoft Authentication

Use the following checks to troubleshoot sign-in issues with Microsoft Authenticator and account authentication:

1. If the message is “Authentication did not complete”
   • Make sure the Microsoft Authenticator app is unlocked on the device so the code/approval prompt can appear.
   • Check that notifications are enabled and not set to silent for Microsoft Authenticator; otherwise prompts may be missed.
   • Confirm the app is up to date by installing the latest version from the store.
   • Verify the device has a working internet connection; if needed, switch between Wi‑Fi and mobile data.
   • Ensure the device date and time are correct.
   • If the issue is actually a password problem, use the Reset your password flow from the sign-in page.
2. If repeated attempts are blocked
   • Microsoft Entra multifactor authentication can temporarily block sign-in after many failed attempts. In that case:
     • Wait and try again later, or
     • Use a different MFA method (such as SMS or another registered method) if one is configured.
   • If there is any suspicion of unusual or malicious activity, contact the organization’s IT administrator and have them review Microsoft Entra sign-in logs and MFA configuration.
3. If no alternative MFA method works and access is still blocked
   • For work or school accounts, contact the organization’s Help desk or IT admin and ask them to reset MFA or re-register authentication methods in Microsoft Entra.
   • If the account is a business tenant admin and there is no other admin, contact Microsoft support via the regional customer service phone numbers so the Microsoft Data Protection team can verify identity and help restore access.
4. If the problem is with signing in to the Microsoft account itself
   • Use the Sign-in Helper to diagnose and fix common Microsoft account sign-in issues.
   • If the password is known and only needs changing, use the Change password page; for work/school passwords, use the Work or school password reset page or contact IT.

If these steps do not resolve the issue, escalation through the organization’s IT support or Microsoft support is required, as self-service options are limited when MFA cannot be completed.

References:

• Authentication did not complete
• Common problems with two-step verification for a work or school account
• I can't sign in to my Microsoft account
• 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