Error message when trying to authenticate

Question

My password was changed. I am logging in successfully with new password but Authenticator is throwing up an error message every time I enter the number. I have checked all of the advice and everything is fine my end.

Answer 1

Hello Jade Bellamy, thanks for posting this in the community.

To help isolate the issue, may you confirm whether this is a work or school account and share the exact error message shown in Microsoft Authenticator?

Before anything else, please ensure that your device time is set to automatic. On Android, go to Settings > System > Date & time and enable automatic time. On iPhone, go to Settings > General > Date & time and enable Set Automatically.

If this is a work or school account, try forcing a full sync in the Authenticator app. Open Microsoft Authenticator, tap your account, select Sync or Check for notifications, and verify that no errors are displayed. If any warnings appear, choose Fix now.

Kind regards,

John Oli

Answer 2

If you are experiencing issues with the Microsoft Authenticator app after changing your password, it could be due to a few reasons:

1. Time Sync Issue: Ensure that the clock on your device is synchronized correctly. If the time on your device is not aligned with the time on the server, the codes generated by the Authenticator app may not be valid. Check the time settings on both your computer and mobile device.
2. Invalid Code: Make sure you are entering the correct code generated by the Authenticator app. Sometimes, the codes can expire quickly, so ensure you are using the most recent one.
3. Multiple Accounts: If you have multiple accounts set up in the Authenticator app, ensure you are selecting the correct account when generating the code.
4. Re-register the Authenticator: If the above steps do not help, you may need to re-register your account with the Authenticator app. This usually involves removing the account from the app and setting it up again using the QR code or setup key provided by your Microsoft account settings.
5. Contact Support: If you continue to face issues, it may be best to contact Microsoft Support for further assistance, especially if you suspect there may be unauthorized access to your account.

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References:

• I attempted to sign in to my Outlook email and my password did not work.
• I have a Micrsoft business account and I am the admin and the only user registered under this account.