Authenticator App doesn’t Word

The most common reasons the code or notification does not reach Microsoft Authenticator are app, notification, or network issues. Try these steps in order:

1. Confirm the sign-in flow
   • On the laptop, when prompted, choose Send notification or Approve a request on my Microsoft Authenticator app.
   • On the phone, open Microsoft Authenticator and look for a New sign-in request or a number challenge to approve.
2. Unlock the Authenticator app
   • If the app is locked, the approval box may not appear and sign-in can fail with messages like "Authentication did not complete."
   • Open Authenticator on the phone and make sure it is fully unlocked before trying again.
3. Check notifications on the phone
   • Ensure notifications are enabled for Microsoft Authenticator in the phone’s settings. Silent or disabled notifications can prevent the prompt from appearing.
   • If using SMS or text codes as an alternative, check text messages in case codes arrived silently.
4. Refresh the app for pending requests
   • Open Authenticator and pull down to refresh or tap Refresh to see any pending sign-in requests, especially if the sign-in might be considered unusual.
5. Verify the correct device is receiving the notification
   • If Authenticator is still installed on an old phone, notifications may be sent there instead of the current phone.
   • Check the old device, or remove Authenticator from old devices and keep the device list up to date in your account security settings.
6. Update Authenticator and check network
   • Make sure the Microsoft Authenticator app is updated to the latest version.
   • Confirm the phone has a working internet connection; if needed, switch between Wi‑Fi and mobile data and try again.
7. Check device date and time
   • Incorrect date/time settings on the phone can cause authentication failures. Set them to automatic and retry.
8. Use an alternate verification method if available
   • On the sign-in screen, choose Other ways to sign in and use SMS, phone call, or another method if configured.

If none of these steps work and there is no alternate method configured, contact the organization’s IT administrator to reset MFA settings or require re-registration of Authenticator for the account.

References:

• Authentication methods in Microsoft Entra ID - Microsoft Authenticator app
• Microsoft Authenticator FAQs
• Sign in using Microsoft Authenticator
• Troubleshoot problems with Microsoft Authenticator
• Authentication did not complete
• Common problems with two-step verification for a work or school account