Microsoft authenticator app issues

Question

I have a Microsoft authenticator app on my phone. It is not working and I am unable to check my work email for 3 days now. I am asked to "sign in" and when I put in my current password, up pops an authenticator number but the drop-down box where I usually enter the number does not appear.

Moved from Microsoft Security | Microsoft Authenticator

Answer 1

Hello @Jim Thomas,

Based on your provided information, it appears that you are having an issue while accessing to your Microsoft account and the authenticator application is not working as expected.

In this situation, please help me try to use the 6-digits code to accessing to your account by going to:

1. Log in to your account. When prompted for MFA, select “I can’t use my Microsoft Authenticator app right now.” 
2. Choose the second option: “Use a verification code.” 
3. You will be prompted to enter the verification code. Open the Microsoft Authenticator app on your mobile device. Tap your Business account. You will see a one-time password (OTP) code valid for 30 seconds. Please enter the code.

When you are able to verify your account, please help me to remove the old authenticator app and setup a new authenticator app Please follow the steps below to set up a new authentication method: 

1. Accessing the link https://myaccount.microsoft.com and login with your account. Then, navigate to the Security Info section. 
2. Delete the current Microsoft Authenticator and click on “Add sign-in method” and select Microsoft Authenticator. Follow the prompts to set it up new Microsoft Authenticator app on your phone. 

If you are an end-user and those step above does not help, please contact to your IT admin to reset your authenticator settings by:

• Going to Authentication methods
• Choose Revoke sessions
• Then, selecting Require re-register multifactor authentication (as shown in the referenced screenshot)

Please feel free to let me know if you have any update on this matter. Looking forward to hearing from you.

Answer 2

Use the following steps to restore sign-in when Microsoft Authenticator shows a code/number but the approval or code entry box does not appear:

1. Make sure the Authenticator app can actually prompt
   • Open Microsoft Authenticator and ensure it is unlocked (no app lock screen or PIN still pending). A locked app can prevent the prompt from appearing.
   • On the phone, go to Settings → Notifications → Microsoft Authenticator and confirm notifications are allowed and not set to “silent” or blocked.
2. Check network and device basics
   • Confirm the phone has a working internet connection. If needed, switch between Wi‑Fi and mobile data and try sign-in again.
   • Ensure Airplane mode is off.
   • Verify the phone’s Date & time are set correctly (automatic time zone if possible). Incorrect time can break authentication.
3. Update Authenticator and device
   • Open the app store on the phone and install the latest version of Microsoft Authenticator. Older versions can cause sign-in issues.
   • Make sure the phone OS and any other Microsoft security apps (for example, Intune Company Portal, Microsoft Defender) are updated.
4. Try a different verification path
   • On the sign-in screen where the approval normally appears, choose “I don’t have a code”, “Use a different verification option”, or similar if available, then:
     • Use a text message or phone call code if that method is configured.
     • If codes are not arriving, follow the guidance under “I’m not getting my verification code” (for example, avoid repeated requests, check SMS blocking, confirm the phone number is correct, and verify that the inbox is not full).
5. If the login still says “Authenticator did not complete”
   • When prompted, open the Authenticator, Company Portal, or the primary Microsoft app on the phone and complete the sign-in there.
   • If the sign-in cannot be completed or the password is forgotten, contact the organization’s IT admin to reset or reconfigure the account’s MFA methods.
6. If locked out and no alternative methods work
   • If there is still access to the account from a work PC or browser, an admin can temporarily change MFA settings (for example, require re‑registering MFA) so that the Authenticator can be set up again.
   • If the account is a work/school account and there is no way to complete sign-in, the only resolution is usually through the organization’s IT or Microsoft support (Data Protection team) to reset MFA from the server side.

These steps address the common causes where the Authenticator shows a number or code but the sign-in page does not show the usual entry or approval box.

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References:

• Troubleshoot problems with Microsoft Authenticator
• Authentication did not complete
• Authenticator Did Not Complete Login
• Common problems with two-step verification for a work or school account
• I need to reset my mfa methods - 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
• Cannot authenticate with E-mail when logging into Microsoft Authenticator(iOS). - Microsoft Q&A