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Cannot authenticate my account

Anonymous
2024-08-13T02:00:06+00:00

Our client shared a folder with us on SharePoint which I could access previously on my old phone using MS Authenticator. However, I recently changed my phone and could no longer access the Authenticator from the old phone (no backups). I managed to sign in to Authenticator on my new phone but when I tried to access the shared folder, it only gave me two options to authenticate:

  1. Approve a request on my Microsoft Authenticator app - which I could not receive the number from my new phone
  2. Use a verification code - the Authenticator on my new phone shows an 8-digit number but this option only accepts 6-digit numbers. I found some resources to set up for 6 digits but it doesn't work ....

I am signing in with a Personal email account (non-Microsoft) but is also a work account that's tied to google. Is there any ways to reset the 'Approve a request on my Microsoft Authenticator app' from my old phone and re-set up on my new phone? Or any help possible to resolve this issue?

Microsoft 365 and Office | Install, redeem, activate | Other | Other

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  1. Anonymous
    2024-08-13T08:45:27+00:00

    Hi, CP Soh

    Thank you for consulting the Microsoft Community and reporting your issue.

    Understand that you are experiencing problems with the Authenticator application settings and understand the inconvenience this issue is causing you.

    I wish I could answer your question directly, but questions about Microsoft Authenticator are better suited for Microsoft Learn (English only), where you can click Ask and a technical support staff member will be able to provide you with a more specialized solution and advice.

    Meanwhile, for your question, I found a link for you: Microsoft Authenticator - Microsoft Q&A(English only), where you can post your question, share your thoughts, and communicate with other experts and community members to find a solution.

    We are committed to ensuring that your questions are directed and resolved in the right way. By directing you to the right departments and resources, we hope you get the help you need and that the authentication issue you are experiencing is resolved as quickly as possible.

    We wish you a pleasant experience and hope that your issue is resolved as soon as possible. Thank you for your patience and understanding, and we wish you all the best.

    Best wishes.

    Cherry.Z |Microsoft Community Support Specialist

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