Authenticator App Not Working

Question

Hello, I recently switched to a different phone and the app won’t work anymore with the new phone. I tried reinstalling it but same issue persist.

Answer 1

Follow these steps to get Microsoft Authenticator working again on the new phone.

1. If seeing “Authentication did not complete” or similar errors:
   • Make sure Microsoft Authenticator is unlocked on the device.
   • Check that notifications are enabled for Authenticator and not set to silent.
   • Confirm the app is updated to the latest version from the app store.
   • Ensure the phone 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).
2. If using iOS and your accounts did not restore from backup:
   • On the old iPhone (if still available):
     1. Turn on iCloud Drive.
     2. Turn on iCloud Keychain.
     3. Turn on iCloud Backup and in Saved to iCloud, make sure Authenticator is enabled.
     4. Update Authenticator to version 6.8.33 or later.
     5. Open the Authenticator app at least once.
   • On the new iPhone:
     1. Uninstall Microsoft Authenticator.
     2. Reinstall it from the App Store.
     3. Open it and look for the iCloud backup to restore your accounts.
3. If locked out of a work/school or business tenant because Authenticator is the only MFA method and there is no other admin:
   • The Microsoft Data Protection team must help reset access.
   • Call Microsoft Support using the Customer service phone numbers - Microsoft Support page and clearly state:
     • The issue is with Microsoft Authenticator for Office 365 for business.
     • It is a company account.
     • There is only one administrator and that admin is locked out.
   • If unable to reach support directly, create a temporary trial tenant, go to the Microsoft 365 admin center for that trial, and open a support ticket requesting the Data Protection team to help recover the original tenant’s admin account.
4. If still signed in somewhere (for example, on a PC browser) and just need to change MFA methods:
   • Sign in to the account security/MFA settings from that existing session and add or change MFA methods (such as phone, SMS, or a new Authenticator registration), or have a global admin require re‑registering MFA for the user so methods can be set up again.

If none of these steps resolve the issue and there is no other admin who can reset MFA, contact Microsoft Support and request escalation to the Data Protection team for account recovery.

---

References:

• Authentication did not complete
• Troubleshoot problems with Microsoft Authenticator
• Back up your accounts in Microsoft Authenticator
• Microsoft Authenticator FAQs
• 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
• Cannot authenticate with E-mail when logging into Microsoft Authenticator(iOS). - Microsoft Q&A
• I need to reset my mfa methods - Microsoft Q&A
• Severity A Situation - Locked out of global admin account (MFA) - business down - Microsoft Q&A
• Requesting a Tenant Admin MFA Reset - Microsoft Q&A