Troubleshooting account access via Microsoft Authenticator app

Follow these steps to restore access when Microsoft Authenticator on iPhone is not working after updates:

1. Check basic Authenticator and device settings
   • Make sure the app is updated to the latest version. If needed, reinstall from the store using the guidance in Download and install the Microsoft Authenticator app.
   • Open Authenticator → Settings and:
     • Turn App updates on.
     • Turn Off battery optimization for Authenticator.
     • Go to Notification Settings and ensure Show notifications is on.
   • On the iPhone, confirm:
     • Airplane mode is off.
     • Try switching between Wi‑Fi and mobile data.
     • Date & time are correct and set to automatic.
     • Any security apps (for example, Microsoft Defender, Intune Company Portal) are updated.
     • If using a VPN, temporarily disconnect and try again.
2. If sign‑in fails with “Authentication did not complete”
   • Make sure the Authenticator app itself is unlocked when trying to approve a sign‑in.
   • Check that notifications for Authenticator are not silenced or disabled; if they are, enable them and try again.
   • Ensure the device has a working internet connection (switch between Wi‑Fi and mobile data if needed).
   • Verify the device’s date and time settings are correct.
3. If the issue is that the phone changed or Authenticator was reinstalled
   • If there is another MFA method configured (SMS, phone call, or another app/device), use Sign in another way on the sign‑in screen and choose that alternative method.
   • After signing in with an alternative method, go to the Additional security verification or Security info page for the account and:
     • Remove the old phone or old Authenticator registration.
     • Add the new phone and reconfigure Microsoft Authenticator following Download and install the Microsoft Authenticator app.
4. If sign‑in is blocked after many attempts
   • Microsoft Entra multifactor authentication may temporarily block sign‑in after repeated attempts.
   • Wait and try again later, or use a different MFA method if one is available.
   • For a work or school account, if suspicious activity is suspected or sign‑in remains blocked, contact the organization’s IT administrator and ask them to review Microsoft Entra sign‑in logs and, if needed, reset MFA.
5. If locked out of a work or school account with no alternative method
   • If this is a business/organization Microsoft 365 account and there is an IT admin, request that the admin reset MFA from the Microsoft Entra admin center by requiring re‑registration of multifactor authentication for the user.
   • If this is a business/organization account and the user is the only administrator and cannot sign in at all, contact Microsoft support using the regional Customer service phone numbers and request escalation to the Data Protection team to reset MFA for the tenant admin account.

If none of the above works and this is an organizational account, the next step is to contact the organization’s Help desk or Microsoft support so an admin or the Data Protection team can reset the MFA configuration.

References:

• Troubleshoot problems with Microsoft Authenticator
• Authentication did not complete
• Use a screen reader to set up and troubleshoot multifactor authentication
• Common problems with two-step verification for a work or school account
• Microsoft authenticator sending me into a spiral - Microsoft Q&A
• I have a Micrsoft business account and I am the admin and the only user registered under this account. I can't log in because i have replaced my phone and the authenticator doesn't work. - Microsoft Q&A
• Microsoft Authenticator app doesn't show 6-digit OTP code - Microsoft Q&A
• Requesting a Tenant Admin MFA Reset - Microsoft Q&A
• Why can't just use my password anymore to log into my email. been going on for a while.... - Microsoft Q&A