Problem using authenticator app on new phone. No way to enter the authenticator 2 digit code when setting up

Question

changed my phone, need to reload the Teams app to access messages. When I enter my email address, phone opens the authenticator app and gives a 2 digit code and says "open your authenticator app, and enter the number shown to sign in". However, there is no way to enter the number and I'm already in the authenticator app. I've tried the 'can't use authenticator app' link, but none of the options given work for me such as use a verification code (where do I get that code) and if I select the phone option I don't receive any call

Answer 1

Hi,

Thank you for reaching out. My name is Furkaan, a user just like you. I’d be happy to help you with your concerns. It sounds like you've encountered a frustrating issue setting up Teams on your new phone with Microsoft Authenticator. Here are a few steps to try and resolve it:

Check for Conflicting Screens:

Sometimes, the notification with the code might be hidden behind the Microsoft Authenticator app itself. Try swiping down on your screen or minimising the app to see if a notification with the code is present. Re-add the Account to Authenticator:

If there's no hidden notification, it's possible the account transfer to the new phone didn't work correctly. Try removing the account from the Authenticator app on your old phone (if possible) and then re-adding it on your new phone by following these steps: Open Microsoft Authenticator on your new phone. Tap the "+" icon to add an account. Choose "Scan a barcode" and use your new phone's camera to scan the QR code displayed on the Teams login screen. Alternatively, you can choose "Enter a setup key" and enter the code manually if provided.

Verify Date and Time Settings:

In some cases, incorrect date and time settings on your phone can cause issues with authentication codes. Ensure your phone's date and time are set to automatic for accurate synchronisation.

Restart Phone and App:

A simple restart of your phone and the Microsoft Authenticator app can sometimes clear temporary glitches. Try restarting both and then attempt the login process again.

Update Apps:

Outdated versions of Teams or Microsoft Authenticator might have bugs. Make sure both apps are updated to the latest versions through your app store.

If you have any additional questions or concerns, please don’t hesitate to reach out. Give back to the Community. Help the next person who has this issue by indicating if this reply solved your problem. Click Yes or No below. Best Regards, Furkaan

Answer 2

Thanks for your help. I've managed to resolve the issue by setting up my phone through the Teams app on my laptop. This gave me the option to type in the authenticator code when prompted on my phone.

Answer 3

Hello, I'm Jen, I'm happy to help you today.

Would there be anything else we could help further?

Let us know how it goes, we're here to help you further if needed. Jen A.

Answer 4

I have a simmilar problem, it asks for me to use my mobile authenticator but because i got a new phone and no longer have access to the old one I'm at a loss of what to do.

I have tried to get my account back through the provided methods but they have led no where

If you could help that would be well appreciated

Answer 5

Hello, I am having the exact same problem as this but instead for my outlook and all of Microsoft 365. If you get any help or responses please let me know!

Thank you so much!