I can't log in to Teams account because my authenticator app isn't working

Question

I haven't been able to get on MS Teams work accounts for months because the authenticator app isn't working. The App is there and open but no number pops up on it when it should.

I've tried calling microsoft support, they tell me to fill in an online form - which I need to log in for!!

Everything I try and do I need to log in, when the problem is, I can't log in.

My business is just me, so I assume I am the admin, but have been added to client accounts which I now cannot access.

It's so frustrating, I wish I had never bothered with Authenticator, and MS Support is non-existant.

Update:

I have been chatting to MS support on Twitter who have suggest this way might actually allow me to speak to someone at MS. The phone numbers I have tried have not connected me to an agent and are continuously cutting me off.

My IT consultant could not help me, he only got me so far as to getting access to my personal account, not the work & school account which needs th authenticator app. I have tried various things:

• Deleting the authenticator app and downloading it again
• Adding in other options for 2 factor authentication like phone/ email address
• Asking my clients to re-add me into their teams channels
• Adjusting notification settings

I need to speak to an actual person at MS support, but there seems to be no way of doing this. Can anyone help???

Answer 1

Hi @Sharon Slinger

If you're using mobile data, try switching to Wi-Fi and vice-versa. Make sure Airplane mode is off.

Make sure you're using the latest version of Authenticator - Microsoft does not support any app versions more than 12 months old. Tap Settings and make sure App updates is turned on. Get the latest.

Tap Settings and select Turn off battery optimization for better sync performance.

Tap Settings > Notification Settings and make sure Show notifications is turned on.

Make sure your device is up to date, and that any other security apps (such as Microsoft Defender and Intune Company Portal) are also up to date. Make sure the device's  Date & time are correct too.

If you're using VPN, try disconnecting to see if the issue persists.

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