The Authenticator app does not work

Question

The Authenticator app does not open and my account is not recognised

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Moved from Microsoft 365 and Office | Other

Answer 1

If the Authenticator app does not open or your account is not recognized, there are a few troubleshooting steps you can try:

1. Check for Updates: Ensure that your Authenticator app is updated to the latest version. Sometimes, issues arise from outdated software.
2. Reinstall the App: If the app is not opening, consider uninstalling and then reinstalling it. This can resolve many issues related to app functionality.
3. Check Device Settings: Make sure that your device settings allow the Authenticator app to run properly. This includes checking battery optimization settings that might restrict the app's background activity.
4. Verify Account Registration: If your account is not recognized, ensure that it has been properly registered in the Authenticator app. You may need to add your account again.
5. Contact IT Support: If your organization requires the Authenticator app for sign-in, reach out to your IT department for assistance, as there may be specific configurations needed for your account.

If these steps do not resolve the issue, you may need to look for more specific guidance based on your device type or consult the official Microsoft support documentation.

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References:

• Microsoft Authenticator issues
• Error: Your device configuration is preventing sign in

Answer 2

Hi, I'm John! I will help you with this.

Microsoft Q&A is public, and we can only provide information. It is beyond our capability to assist directly with the account or login-related issues.

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To help narrow down the issue:

1. Are you using a personal Microsoft account or a work/school account?
2. Do you remember if you had backup turned on in the Microsoft Authenticator app before this happened?
3. Also, may I ask if you're using the Microsoft Authenticator app on an Android or iOS device?

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Click "Add comment" to let me know.

Regards,

John J.D.