Authenticator app not working

Question

When I open the Authenticator app there is no code provided and I am not able to retrieve a code to access my work applications.

Answer 1

Hello Cristina Raviele,

Microsoft Authenticator does not always display a 6‑digit code. Most work accounts are configured for push notification approval, not OTP codes.

Steps to resolve

1. Check for sign‑in notification
   • Try signing in again and look for an approval prompt in the Authenticator app (Approve / Deny).
2. Verify correct account
   • Ensure the work account is present in Authenticator (not only personal Microsoft accounts).
   • If missing, the account must be re‑registered by IT.
3. Check device settings
   • Enable notifications for Authenticator.
   • Turn off battery optimization for the app.
   • Ensure date & time are set automatically.
4. Network check
   • Make sure the phone has internet access (Wi‑Fi or mobile data).
5. Re‑register Authenticator (if needed)
   • If no notifications or codes appear at all, remove the account and re‑set MFA from https://mysignins.microsoft.com/security-info

Answer 2

Follow these steps to resolve the issue where Microsoft Authenticator opens but does not show a code for work apps:

1. Check for push-approval instead of a code
   • Many work/Entra ID sign-ins now use push notifications (“Approve sign-in?”) instead of a 6‑digit OTP.
   • When prompted to sign in, look for a notification on the device and open Authenticator to approve the request rather than looking for a code.
2. Make sure Authenticator can complete sign-in
   • Ensure the app is unlocked (no app lock/biometrics blocking the prompt).
   • Confirm notifications are enabled for Authenticator:
     • In the app, go to Settings > Notification Settings and verify Show notifications is on.
     • Also verify OS notification settings allow alerts for Authenticator.
   • Turn off battery optimization for Authenticator in Settings > Turn off battery optimization so it can sync properly.
3. Update app, device, and settings
   • Install the latest version of Microsoft Authenticator. Versions older than 12 months are not supported.
   • Make sure the device OS and any security apps (e.g., Intune Company Portal, Microsoft Defender) are up to date.
   • Verify the device Date & time are correct.
   • If using VPN, disconnect and try again.
   • If on mobile data, switch to Wi‑Fi (or vice versa) and retry.
4. If a code is expected but not shown
   • When tapping the work account in Authenticator, there should normally be a “One-time password code” line if OTP is configured.
   • If no OTP appears and only account details are shown, the tenant may be configured for push-only MFA, or the registration may be broken.
5. If sign-in still fails
   • If there is another sign-in method configured (SMS, email, security key), use that to get into the account.
   • If this is a work/Entra ID account and another admin exists, ask the admin to reset MFA for the user in Microsoft Entra Admin Center (Require re-register multifactor authentication). After reset, sign in again and reconfigure Authenticator.
   • If there is no alternative method and no other admin, contact the organization’s IT/help desk or Microsoft support so the Data Protection team can reset MFA on the tenant.

If the Authenticator app itself shows “Authentication did not complete,” also verify:

• The app is unlocked.
• Notifications are not silent/blocked.
• Network connectivity is stable.

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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
• Microsoft Authenticator app doesn't show 6-digit OTP code - Microsoft Q&A
• I have a Micrsoft business account and I am the admin and the only user registered under this account. I can't log in because i have replaced my phone and the authenticator doesn't work. - Microsoft Q&A
• Microsoft authenticator sending me into a spiral - Microsoft Q&A