Locked out of Authenticator app

Follow these steps based on how the account is set up and whether it is a personal or work/school account.

1. Try to complete sign-in again
   • Make sure Microsoft Authenticator is updated to the latest version and that the device has internet connectivity.
   • Ensure notifications are enabled and not silent, and that the app is unlocked when trying to approve the sign-in.
   • If the message "Authentication did not complete" appears, check:
     • App lock (unlock Authenticator)
     • Notifications (enabled for Authenticator)
     • Network (switch between Wi‑Fi and mobile data)
     • Device date/time settings
2. Use alternative sign-in methods if configured
   • On the sign-in page, choose Other ways to sign in and use any available method (SMS, email, or another app/code) if they are already configured for the account.
   • For Microsoft accounts, go to the security page and use the Reset your password flow if the password or access is lost: Reset your password.
3. If this is a work or school account and another admin exists
   • Ask another global administrator in the tenant to reset the authentication methods:
     1. Sign in to the Azure portal and open Microsoft Entra ID.
     2. Go to Users and select the locked-out user.
     3. Open Authentication methods and select Require re-register multifactor authentication.
     4. Sign in again; it will prompt to set up Microsoft Authenticator or another MFA method from scratch.
4. If this is a work or school account and there is no other admin
   • This is a tenant lockout scenario. Microsoft Data Protection / Tenant Recovery must be engaged via a support ticket.
   • If unable to open a ticket from the locked tenant, use one of these options:
     • Contact Microsoft Support by phone (Customer service phone numbers - Microsoft Support) and state that the issue is an Authenticator/MFA lockout for an admin account with no other admins.
     • Or create a temporary new Microsoft 365 trial tenant, go to https://admin.microsoft.com/ → Support → Help & support, and open a ticket clearly stating that access is needed to a different, existing tenant where the account is the only global admin.
   • The Data Protection team will verify identity and help reset MFA registration.
5. If this is a personal Microsoft account and no methods work
   • Use the account recovery options provided during sign-in (email, SMS, or security info reset) and follow the prompts.
   • If recovery still fails, contact Microsoft Support for personal accounts and follow their identity verification process.

Once access is restored, configure at least two MFA methods (for example, Microsoft Authenticator plus SMS or email) to avoid being locked out if the phone or app becomes unavailable again.

References:

• Troubleshoot problems with Microsoft Authenticator
• Authentication did not complete
• Authentication methods in Microsoft Entra ID - Microsoft Authenticator app
• 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
• Global Admin Locked out - Microsoft Q&A
• Severity A Situation - Locked out of global admin account (MFA) - business down - Microsoft Q&A
• Cannot authenticate with E-mail when logging into Microsoft Authenticator(iOS). - Microsoft Q&A
• Microsoft Authenticator FAQs
• Sign in using Microsoft Authenticator
• Authenticator Did Not Complete Login
• Why can't just use my password anymore to log into my email. been going on for a while.... - Microsoft Q&A