Authenticator app

Follow these steps to troubleshoot not getting codes or completing sign-in with Microsoft Authenticator:

1. Check for the “Authentication did not complete” causes
   • Open Microsoft Authenticator and make sure the app itself is unlocked.
   • Ensure notifications are enabled for Microsoft Authenticator on the device and not set to silent. If SMS is configured, check text messages for codes that may have arrived silently.
   • Confirm the app is updated to the latest version from the app store.
   • Make sure the device has a working internet connection; if needed, switch between Wi‑Fi and mobile data.
   • Verify the device date and time settings are correct and set to automatic.
2. If push notifications are not arriving
   • Open the Authenticator app directly and pull down to refresh or tap Refresh to see pending approval requests.
   • If using Android in regions where Google services are blocked (such as mainland China), push notifications may not work. In that case, use verification codes (OATH) or another MFA method instead.
3. If no code is visible in the app
   • For accounts configured with “verification code from mobile app,” tapping the account in Authenticator should show a time-based one-time password (OATH) code (for example, 6 or 8 digits) labeled like “One-time password code.” Use that code on the sign-in screen.
   • If the account entry in Authenticator does not show any one-time password code and no push prompt appears, the MFA registration may be stuck or misconfigured. In that case, MFA must be reset by an administrator (for work/school accounts) or by Microsoft support/Data Protection team (if locked out and no other admin or method is available).
4. If the app says “Authenticator did not complete login”
   • Complete the login in the Authenticator, Company Portal, or the primary Microsoft app on the device as prompted.
   • If still unable to complete sign-in and no alternative method (SMS, email, backup phone, another admin) is available, contact the IT admin (for organization accounts) or Microsoft support/Data Protection team (if this is a personal tenant or you are the only admin) to reset MFA.
5. If notifications or codes are going to an old device
   • If Authenticator is still installed on an old phone, the push may be sent there. Check the old device and approve from that app if possible.
   • If the old device is not available and no backup method is configured, MFA reset by an admin or Microsoft support is required.

If this is a work or school account and there is an IT administrator, request an MFA reset and “Require re-register multifactor authentication” for the account in the Microsoft Entra admin center. If this is a personal or sole-admin scenario and access is completely blocked, contact Microsoft support by phone and ask for a ticket with the Data Protection team to reset MFA.

References:

• Troubleshoot problems with Microsoft Authenticator
• Authentication did not complete
• Authenticator Did Not Complete Login
• Microsoft Authenticator FAQs
• Authentication methods in Microsoft Entra ID - Microsoft Authenticator app
• Reset Personal Azure MFA - Microsoft Q&A
• Microsoft authenticator sending me into a spiral - Microsoft Q&A
• Microsoft Authenticator app doesn't show 6-digit OTP code - Microsoft Q&A