I can’t get Authenticator to work

Try these steps on the new iPad to get Microsoft Authenticator working so sign-in can complete for the timesheet app:

1. Confirm Authenticator is supported and up to date
   • Make sure Microsoft Authenticator is installed from the Apple App Store on the iPad, not sideloaded.
   • Open the App Store → search Microsoft Authenticator and confirm it is installed and updated to the latest version. Older versions (more than one year old) are not supported.
2. Check for “Authentication did not complete” issues
   If the timesheet sign-in shows or behaves like authentication is stuck or not finishing, check the following on the iPad:
   • Open Microsoft Authenticator and make sure the app is unlocked (enter device PIN/Face ID/Touch ID if prompted).
   • Go to iPad Settings → Notifications → Authenticator and ensure notifications are allowed and not set to “Deliver Quietly” so prompts are visible.
   • Ensure the iPad has a working internet connection. If needed, toggle Wi‑Fi off/on or switch to another network.
   • Verify the iPad date and time are correct (Settings → General → Date & Time → Set Automatically).
3. Re-add or restore accounts if needed
   If the accounts are missing in Authenticator on the new iPad:
   • On the old device (if still available):
     • Enable iCloud Drive, iCloud Keychain, and iCloud Backup on iOS.
     • In the iCloud “Saved to iCloud” list, turn on the toggle for Authenticator.
     • Make sure Authenticator is version 6.8.33 or later and open it once.
   • On the new iPad: uninstall and reinstall Authenticator, then open it and check if the backup appears and can be restored.
4. If sign-in still fails
   • If the timesheet is for work/school and uses Microsoft Entra multifactor authentication, try another MFA method if offered (SMS, call, or different app).
   • If repeated attempts are blocked or nothing works, contact the organization’s IT/admin and ask them to:
     • Verify the account’s MFA settings, and
     • Reset or re-register MFA methods if necessary so Authenticator on the new iPad can be set up again.

References:

• Troubleshoot problems with Microsoft Authenticator
• Authentication did not complete
• Download Microsoft Authenticator
• Microsoft Authenticator FAQs
• Common problems with two-step verification for a work or school account