My Authenticator does not work for my account

For a work or school account, this is usually an MFA verification issue or an Authenticator registration issue.

Try these steps in order:

1. In the sign-in or password reset screen, look for another verification option such as Try another verification method. If SMS or another method is available, use that instead of Authenticator.
2. In Microsoft Authenticator, make sure the app is unlocked and that notifications are enabled.
3. Update Authenticator to the latest version.
4. Check the phone date and time settings and set them to automatic, then restart the device.
5. Verify the device has a working internet connection. Switching between Wi-Fi and mobile data can help.
6. If Authenticator was reinstalled, the phone was changed, or the account is no longer shown correctly in the app, the registration may no longer be valid.

If the app shows Sign in to restore your account or Action required:

1. Open Authenticator.
2. On the Accounts screen, tap the affected account.
3. Tap Sign in or the account tile.
4. Enter the password, then complete the additional verification.

If Restore from backup is needed:

1. Open Authenticator.
2. Select Restore from backup or Begin recovery before signing in.
3. Sign in with the personal Microsoft account that was used for the backup.

Important:

• For work or school accounts, only the account name is restored. After restore, the account must be signed in again.
• If Restore from backup is not visible, sign out of or remove all accounts in Authenticator first.

If none of that works and this is a work or school account, the remaining fix is to contact the organization’s IT admin or helpdesk to reset MFA or require re-registration. End users cannot complete that reset themselves.

If this is a personal Microsoft account and the password is the problem, use the account recovery flow:

• Recover your account: https://account.live.com/password/reset
• If the account is blocked, use Sign-in Helper: https://aka.ms/sign-in-helper

• Work or school account help
• Restore account credentials from Microsoft Authenticator
• Troubleshoot problems with Microsoft Authenticator
• Authentication did not complete
• Forgotten my password and can't change password due to not being able to sign into the authenticator app - Microsoft Q&A
• Authenticator App Does Not Receive Verification Codes - Microsoft Q&A
• Password change and Authenticator doesn't work - Microsoft Q&A