Authenticator app not responding

Question

I have the authenticator app on both y iPhone and my iPad. The app is open, then asks me to open the app to add the number but I’m already in the app. This is happening on both devices.

Answer 1

Hello Alicia Tate, Good morning! Thank you for posting to the Microsoft community. We will be happy to help you.

Based on your description I understand I understand you have an authenticator app on your iPhone your iPad. Please note you cannot register two authenticator apps for one account, meaning you can only register it on one device. Since you cannot get the code on both devices it is suggested to contact your admin and ask the admin to reset the Authentication method for your account. Admin can do it by following the Manage user authentication options. (if you are not sure who is your admin, can refer to this How do I find my Microsoft 365 admin? - Microsoft Support). 

If you are the admin only and can’t access your account due to an authentication issue, it is suggested to contact the Data Protection team, because we are from the community team and we are not authorized to reset any user/admin account. The Data Protection Team is the only support team to check and reset accounts. To find the contact number of the Data Protection team, please check Find Microsoft 365 for business support phone numbers by country or region - Microsoft 365 admin | Microsoft Learn or Global Customer Service phone numbers - Microsoft Support.

If your account is a Microsoft personal account (outlook.com/live.com/Hotmail.com), please reply to us, so we can involve the personal account team for further assistance.

Thank you so much for your precious time and co-operation.

Sincerely,

Simbarashe | Community Moderator.