authenticator app not working

Question

Hi

I have a authenticator app but its not working

I cant access my payslips as when i log in to my account it says to type the authenticator code in but no code is coming up, i have tried resetting my account logging off and in but it still isnt working.

I have no access to my old device to stop account but my work email wont send a code now

Answer 1

Hi @Dee Armitt,

I’m really sorry to hear about the trouble you’re having. Based on what you’ve described, it sounds like your account is still associated with an old Microsoft Authenticator setup on a device you no longer have access to. In this situation, the authentication method linked to your account needs to be reset.

If you are an end user, the next step would be to contact your organization’s IT administrator and ask them to reset your multi‑factor authentication. They can revoke the existing MFA sessions and require you to register your authentication methods again. This action removes the old device and sign‑in sessions from your account, and the next time you sign in, you’ll be prompted to set up Microsoft Authenticator again from scratch on your current device.

You can share this Microsoft guide with your administrator, as it explains the process clearly: Manage authentication methods for Microsoft Entra multifactor authentication - Microsoft Entra ID |…  

I hope you understand that this is a user‑to‑user support forum, so I don’t have access to internal tools or administrative permissions that would allow me to intervene directly on your account. My role here is to share guidance based on experience and to help point you toward the right support team who can assist you in resolving this as quickly as possible.

If you have any updates, or if it turns out that you are an administrator yourself, please feel free to leave a comment under this post. That’s the best way for me to receive a notification and follow up with you promptly.

I look forward to hearing from you, and I’m more than happy to continue assisting however I can.

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Answer 2

Follow these steps to troubleshoot and regain access:

1. Check the Microsoft Authenticator app
   • Make sure the app is unlocked; if it is locked, the code or prompt may not appear.
   • Ensure notifications are enabled for Microsoft Authenticator so prompts or codes are not being silenced.
   • Confirm the device has a working internet connection; if needed, switch between Wi‑Fi and mobile data.
   • Verify the device date and time are set correctly (automatic time is recommended).
   • Make sure the app is up to date using the latest version from the app store.
2. If seeing “Authentication did not complete” or similar
   • Open Microsoft Authenticator directly and check whether the account entry is present and shows a 6‑digit code.
   • If no prompt appears when signing in, check text messages or email for any verification codes that may have arrived silently.
3. If no codes or prompts are available at all
   • If there is another sign‑in method configured (SMS, alternate email, security key), choose that method on the sign‑in page instead of Authenticator.
   • If the work email is not receiving codes, check junk/spam and any mail rules that might move or block messages.
4. If access is still not possible
   • For a work account, contact the organization’s IT/help desk or Microsoft 365 administrator and ask them to reset multifactor authentication (MFA) for the account. After they clear the MFA settings, the next sign‑in will prompt to set up Authenticator again on the current device.
   • If the account is the only admin on a business tenant and there is no other admin to reset MFA, a support ticket with Microsoft (Data Protection team) is required, raised via the official support phone channels or via a separate trial tenant as described in the referenced guidance.

Until MFA is reset or an alternate method is used, the account cannot be accessed if the Authenticator app is not providing valid codes.

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References:

• Troubleshoot problems with Microsoft Authenticator
• Authentication did not complete
• 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
• Requesting a Tenant Admin MFA Reset - Microsoft Q&A