Having trouble with Authenticator app communicating from phone and ipad

Try this in order on both the iPhone and iPad:

1. Make sure both devices have internet access. Switch between Wi‑Fi and mobile data where available, and make sure Airplane mode is off.
2. Update Microsoft Authenticator on both devices. Versions older than 12 months are not supported.
3. In Authenticator, open Settings and turn on App updates.
4. In Authenticator, open Settings > Notification Settings and make sure Show notifications is turned on.
5. Make sure the app is unlocked when trying to authenticate. If the app is locked, the prompt box might not appear.
6. Check that Date & time is correct on both devices.
7. If a VPN is enabled, disconnect it and test again.
8. If using passkey cross-device sign-in, use the system camera app to scan the QR code, not the camera inside Authenticator. Bluetooth and internet must be enabled on both devices.

If the issue is specifically that authentication never completes, the documented causes are:

• Authenticator is locked
• Notifications are silent or disabled
• The app version is outdated
• There is a network issue
• Device date/time is incorrect

If this started after reinstalling Authenticator or moving to a new device, reinstalling does not automatically restore working authentication unless backup was available and restored. On a new iOS device, the documented restore troubleshooting is:

On the old device:

• Enable iCloud Drive
• Enable iCloud Keychain
• Enable iCloud Backup
• In Saved to iCloud, make sure Authenticator is turned on
• Use Authenticator version 6.8.33 or later
• Open the app at least once before switching phones

On the new device:

• Uninstall and reinstall Authenticator
• Then check whether the backup appears

• Troubleshoot problems with Microsoft Authenticator
• Authentication did not complete
• Sign in with a passkey in Microsoft Authenticator
• Microsoft Authenticator FAQs
• Download Microsoft Authenticator