My authenticator app isn't working correctly...

Follow these steps to regain access and stop the loop where the app asks for a code from itself:

1. Make sure the Authenticator app and device are healthy
   1. On the phone, confirm it has internet access. If using mobile data, try switching to Wi‑Fi and vice versa, and ensure Airplane mode is off.
   2. Update Microsoft Authenticator to the latest version. Microsoft does not support app versions more than 12 months old. In Authenticator, go to Settings and ensure App updates is turned on.
   3. In Authenticator Settings, turn off battery optimization for the app and verify Notification Settings → Show notifications is turned on.
   4. Ensure the device’s Date & time are correct and set to automatic, then restart the device.
2. Fix “Authentication did not complete” / missing prompts If the app shows an “Authentication did not complete” type behavior or you never see the approval prompt:
   1. Make sure the app itself is unlocked (no app lock screen blocking the entry box).
   2. Check that notifications for Authenticator are not silent or disabled at the OS level. If notifications are silent, you may miss prompts needed to complete sign‑in.
   3. If sign‑in is failing repeatedly, switch between Wi‑Fi and mobile data to rule out network issues.
3. Handle the loop where Authenticator asks for a code from itself When trying to “sign in” inside the Authenticator app and it asks for a code that can only be obtained via the same app, do not use that path to recover the account. Instead:
   1. Use another MFA method if one exists (SMS, phone call, backup email, or another authenticator). On the Microsoft 365 sign‑in page, choose Use a different verification option (or similar) and select SMS or another method.
   2. Once signed in via an alternate method, go to your account’s security/MFA settings and:
      • Remove the old Authenticator registration for the affected account(s).
      • Re‑register the Microsoft Authenticator app by scanning the new QR code.
4. If no alternate MFA method works and accounts are business/work accounts Because the accounts are business accounts and only some entries in the app work, the remaining ones likely need an MFA reset by an administrator:
   1. If these are work/school accounts and there is an IT/admin team, contact the Microsoft 365/Entra administrator and ask them to:
      • Open Microsoft Entra Admin Center.
      • Go to Users → All users → [your user] → Authentication methods.
      • Select Require re‑register multifactor authentication to reset your MFA so you can set up Authenticator again.
   2. If acting as the only administrator for the tenant and locked out, contact Microsoft support by phone and request the Data Protection team to reset the admin MFA for the tenant. Use the “Customer service phone numbers” page referenced in the context to reach the correct support channel.
5. If sign‑in is blocked after many attempts If multiple failed attempts have already been made, Microsoft Entra multifactor authentication may temporarily block further attempts. In that case:
   1. Wait before trying again, or
   2. Use a different MFA method if available, and
   3. If suspicious activity is suspected, ask an IT admin to review Microsoft Entra sign‑in logs.

If, after these steps, access to critical business accounts is still not possible and there is no alternate MFA method, the only supported path is to work with the organization’s admin or Microsoft’s Data Protection team to reset MFA from the service side.

References:

• Troubleshoot problems with Microsoft Authenticator
• Common problems with two-step verification for a work or school account
• Authenticator app not sending code to my email - 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
• Microsoft authenticator sending me into a spiral - Microsoft Q&A
• Microsoft Authenticator app doesn't show 6-digit OTP code - Microsoft Q&A
• Requesting a Tenant Admin MFA Reset - Microsoft Q&A