Authenticator receives push notification then asks for screenlock pin of mobile

Question

I am trying to use Microsoft Authenticator on my Android 7 device to access Microsoft account that I forgot password for, my authenticator was setup on this account I am trying to log into. I receive push notification when signing in through https://login.live.com/ to my phone and am able to confirm number in the Microsoft Authenticator as pop up appears. I am then asked "enter your screen lock on the next screen." This message pops up after confirming push notification. I entered screenlock code used to unlock phone however after entering pin, Authenticator app says denied. Authenticator version 6.2004.2757 (phone doesnt allow to upgrade to higher version) After the initial failure the following steps were taken. -My app lock in settings was set to off. -Even with app lock set to off, pin is still being prompted -I have reset the screenlock code and tried using new code. -I have enabled biometrics fingerprint for screen lock on phone, my fingerprint works to unlock phone device through normal course locking and unlocking, however when trying to unlock on the pin screen after receiving push notification in Microsoft Authenticator app, it doesn't register me using finger at all. -There have been no phone changes since setup of account. -I am using the original phone used to setup the Microsoft Authenticator 2FA. I have not logged into account since 2021 (Microsoft Account), however I have data I need to recover from account. Has anyone encountered this and is there solution?

Answer 1

Hi Tom,

The issue you're encountering with the Microsoft Authenticator app asking for your screen lock PIN and then denying access despite correct entry seems to be a complex one, potentially involving a bug or compatibility issue between the app and your Android version or device. Here are several steps and considerations that might help resolve or pinpoint the problem:

1. Check for App and OS Compatibility

• The version of Microsoft Authenticator (6.2004.2757) you're using might have known issues with certain Android versions or devices. Since your device is running Android 7 and cannot upgrade to a newer version of the Authenticator app, there could be compatibility issues at play.
• Verify whether there are any known issues with this app version on Android 7 by checking online forums or Microsoft's support site.

2. Review App Permissions

• Ensure that Microsoft Authenticator has all the necessary permissions enabled. Sometimes, lack of certain permissions might cause the app not to function as expected.
• Go to Settings > Apps > Microsoft Authenticator > Permissions and make sure it has access to everything it needs.

3. Try Using a Different Authentication Method

• If possible, try using a different authentication method temporarily, such as SMS codes or email verification, to access your account. This isn't a solution to the Authenticator problem but can help you access your account in the meantime.

4. Reinstall Microsoft Authenticator

• If none of the above works, consider reinstalling the Microsoft Authenticator app. Make sure you have backup access methods set up for your account since reinstalling the app might remove any existing tokens.
• Caution: This step could result in losing access to your tokens. Ensure you have backup codes or another phone where you can receive SMS codes.

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