How to sign in to the Authenticator app from a new device?

Try these steps in order:

1. Make sure the Authenticator app is installed, updated, and opens normally on the new device.
   • Microsoft does not support app versions more than 12 months old.
   • In Authenticator, check Settings and make sure App updates is turned on.
2. Check basic device conditions.
   • Turn off Airplane mode.
   • Switch between Wi‑Fi and mobile data.
   • Make sure the device Date & time are correct.
   • If using a VPN, disconnect it temporarily.
   • In Settings > Notification Settings, make sure Show notifications is turned on.
3. If the sign-in prompt says Send notification, select Other ways to sign in and then Approve a request on my Microsoft Authenticator app if needed.
   • On the phone, open Authenticator or tap the New sign-in request notification.
   • If using a work or school account, Authenticator may need to be unlocked before confirming sign-in.
4. If no notification arrives on the new phone, check whether it is going to an older device.
   • Notifications can be sent to the device where Authenticator was last used.
   • If the old phone is still available, open Authenticator there and approve the sign-in.
   • If the old device is unavailable, use a different verification method such as SMS, if available.
5. If the app shows Authentication did not complete or keeps failing verification:
   • Make sure Authenticator is unlocked.
   • Make sure notifications are enabled and not silent.
   • Check for network issues by switching between Wi‑Fi and mobile data.
   • Confirm the app is on the latest version.
6. If the error is specifically “We could not complete the sign-in at this time.”
   • Go to device settings and make sure push notifications are enabled.
   • Confirm network connectivity.
   • Remove the account and try the sign-in again.
7. If the account is a work or school account and the new device still cannot be verified:
   • Contact the organization’s IT admin and ask for MFA re-registration or reset.
   • This is commonly required after changing phones.
   • Important: re-registering MFA removes previous authentication methods, so new methods must be set up at the next sign-in.
8. If the account is a personal Microsoft account and no app or SMS method works:
   • Use any recovery options already set up on the account.
   • If no verification method is available, use Microsoft account recovery/support options.

If the issue continues after these steps, send logs from Authenticator: open the app, go to the top-level menu, and select Send feedback. For work or school accounts, then contact the IT admin. For personal accounts, then contact Support or use the Microsoft Authenticator forum.

References:

• Troubleshoot problems with Microsoft Authenticator
• Authentication did not complete
• Microsoft Authenticator FAQs
• Sign in using Microsoft Authenticator
• How to reset authenticator app - Microsoft Q&A
• Sign in in authenticator app is not working - Microsoft Q&A
• New Phone and Authenticator App - Microsoft Q&A