Authentificator

Question

Hello Microsoft Support Team,

I am experiencing difficulties using the Microsoft Authenticator mobile app to sign in to my Outlook account. The authentication process does not work properly, and I am unable to complete the sign-in on my mobile device.

I would appreciate your assistance in resolving this issue as soon as possible, as it is preventing me from accessing my email.

Thank you for your support.

Kind regards, Romaric

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Answer 1

If you are experiencing difficulties signing in to your Outlook account using the Microsoft Authenticator app, here are some steps you can take to troubleshoot the issue:

1. Check Clock Synchronization: Ensure that the clock on your mobile device is synchronized with the correct time. If the time is out of sync, it can cause issues with the one-time codes generated by the Authenticator app. You may need to disable the "Set Time Automatically" option to prevent future discrepancies.
2. Verify App Passwords: If you are using legacy clients that do not support modern authentication, you will need to set up app passwords. Make sure you are using the correct app password instead of your regular password for signing in.
3. Use Alternative Authentication Methods: If you are having trouble receiving text messages or if the verification code times out, consider using the Microsoft Authenticator app for notifications or generating verification codes. The app can work over both cellular and Wi-Fi connections and can generate codes even without a signal.
4. Restart the Log-in Process: If you encounter an error after entering your one-time password, try restarting the log-in process and inputting a new MFA one-time code.
5. Check for Third-Party Interference: If you are using a third-party security app, it may block the verification code text message or phone call. Try disabling the protection temporarily and request another MFA verification code.

If these steps do not resolve your issue, you may want to consult the Microsoft support documentation or reach out to their support team directly for further assistance.

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References:

• Frequently asked questions about Microsoft Entra multifactor authentication
• Microsoft Curate - Troubleshoot Multi-Factor Authentication (MFA)