Authenticator app

If the only sign-in method on the account was Microsoft Authenticator and the app is no longer signed in, the fix depends on the account type:

• Work or school account: contact the organization’s IT admin or helpdesk and ask them to reset MFA or allow MFA re-registration. This is the supported path when the old Authenticator setup is no longer available.
• Personal Microsoft account: try any other verification method already configured, such as another sign-in option on the sign-in page. If the account was backed up in Authenticator, restore it first.

If Authenticator was previously backed up, try recovery on the phone:

1. Open Microsoft Authenticator.
2. Select Restore from backup or Begin recovery before signing in.
3. Sign in with the personal Microsoft account that was used during the backup process.
4. After restore, if an account shows Sign in to restore your account, tap Sign in for that account and complete the extra verification.

Important details:

• For work or school accounts, only the account name is restored. After restore, sign-in is still required again.
• For accounts using passwordless sign-in, only the account name is backed up. After restore, sign-in is required again.
• If Restore from backup does not appear, remove or sign out of all accounts in Authenticator first, then try recovery again.

If sign-in is failing with errors such as Authentication did not complete or Something went wrong. [4s8qz], check these basics first:

1. Make sure Authenticator opens normally and the app is unlocked.
2. Update Microsoft Authenticator from the device app store.
3. Make sure notifications are enabled.
4. Check internet connectivity; switching between Wi-Fi and mobile data can help.
5. Verify device date and time are correct.
6. Restart the device.

If none of that works, send logs from Authenticator using Send feedback in the app, then:

• contact IT admin for a work or school account
• contact Support for a personal account

• Restore account credentials from Microsoft Authenticator
• Troubleshoot problems with Microsoft Authenticator
• Authentication did not complete
• Cannot sign back into authenticator app - Microsoft Q&A