Authenticator app not working

Question

Authenticator app not working on new iPhone therefore unable to sign in to university account

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Moved from: Microsoft Security | Microsoft Authenticator

Answer 1

Hello @WADE, TIMMIE (Student),

Thank you for posting your question in the Microsoft Q&A Forum.  

 

Based on your description, the issue occurs because your Microsoft account is protected by Multi-Factor Authentication (MFA), and when you changed your phone, the Authenticator app was not yet reconfigured for your new device. 

Since your account is managed by your school, Microsoft cannot directly reset or revoke your multi-factor authentication settings. This action must be performed by your school’s IT administrator.  

Please reach out to your IT admin and request that they revoke and require re-registration of your Multi-Factor Authentication (MFA) settings. They can do this by following these steps:

• Signing in to the Microsoft Entra Admin Center  
• Navigating to Users > Your Account > Authentication methods  
• Selecting Require re-register MFA  

Once this is completed, you will be prompted to set up MFA again during your next login, allowing you to configure Microsoft Authenticator on your new device 

If you are unsure who your IT administrator is, you can refer to this official Microsoft guide for assistance: How do I find my Microsoft 365 admin? - Microsoft Support  

Please contact your school’s IT team as soon as possible, as they are the only ones who can perform this reset. Once they have completed the process, try signing in again and let us know if you need further guidance.  

Best regards,  

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Answer 2

Follow these steps on the new iPhone to get Microsoft Authenticator working and regain access to the university account:

1. Verify basic device and app setup
   • Make sure the new iPhone is connected to the internet (try switching between Wi‑Fi and mobile data).
   • Install the latest version of Microsoft Authenticator from the App Store and open it at least once.
   • In iOS Settings, confirm:
     • Notifications are enabled for Microsoft Authenticator (no silent/blocked alerts).
     • Date & Time are set correctly (prefer “Set Automatically”).
     • Battery optimization/Low Power Mode is not restricting the app.
2. Check for “Authentication did not complete” behavior If sign‑in shows “Authentication did not complete” or similar:
   • Unlock the Authenticator app if it is locked with Face ID/Touch ID or a PIN.
   • Ensure notifications are not silenced (Focus/Do Not Disturb off, and Authenticator allowed to show alerts).
   • Confirm the app is updated to the latest version.
   • Try again after toggling between Wi‑Fi and mobile data.
3. If the account was migrated from an old iPhone
   • If the old iPhone is still available and Authenticator works there, use it once more to approve sign‑in to the university account, then:
     • Sign in to the university’s account security/MFA management page and re‑register the Authenticator app on the new iPhone.
   • If the old device is gone or reset and backup was not restored, the university IT admin must reset MFA for the account (see step 4).
4. When locked out and unable to approve with Authenticator
   • For a university (work/school) account, only the organization’s IT/admin team can reset or change MFA methods if Authenticator is unavailable.
   • Contact the university IT help desk and request an MFA reset or “Require re‑register MFA” for the account so Authenticator can be set up again on the new iPhone.
   • If repeated sign‑in attempts have been made, wait before trying again or use another MFA method if the university has enabled one (for example, SMS or alternate app), as repeated failures can temporarily block sign‑in.
5. After IT resets MFA
   • Sign in to the university portal again.
   • When prompted to set up two‑step verification, choose Microsoft Authenticator and follow the QR‑code setup on the new iPhone.
   • Confirm that push notifications arrive and that codes (if required) are visible in the app.

If access is still not possible after these steps, continue working with the university IT administrator; they can review Entra sign‑in logs and MFA configuration for the account.

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References:

• Troubleshoot problems with Microsoft Authenticator
• Authentication did not complete
• Common problems with two-step verification for a work or school account