Microsoft Authenticator

Question

Good afternoon,

I cannot login to my Microsoft Authenticator app to login to my university profile to get the code.

Please could you help me

Answer 1

Dear @Megan Steggles,

I hope you’re having a good day. I'm sorry to hear that you're having trouble signing in to your email account due to the authenticator app. 

If you're using a work or school account, please note that MFA settings are typically managed by your organization's IT administrator. In this case, I recommend contacting your admin to verify your MFA configuration or reset your authentication methods.

Your administrator can follow the guidance in the following article: Manage authentication methods for Microsoft Entra multi-factor authentication

If you’re unsure who your administrator is, this article may help: How do I find my Microsoft 365 admin?

Please also note that this forum is a user-to-user support space. Forum moderators do not have access to user accounts and are unable to reset passwords, change authentication methods, or intervene in sign-in issues.

I hope this information helps point you in the right direction. If you run into any issues while trying the steps, or if something still doesn’t feel quite right, please don’t hesitate to reach out again. I’ll do my best to support you however I can.  

Looking forward to hearing back from you with any updates or additional details. 

Warm regards, 

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Answer 2

To access the university account again, try these steps depending on what exactly is failing.

1. If the message is “Authentication did not complete” or similar:
   • Make sure the Microsoft Authenticator app is unlocked on the phone.
   • Check that notifications are enabled for Authenticator and not set to silent. Then try signing in again so a new prompt is sent.
   • Confirm the phone has internet connectivity; if needed, switch between Wi‑Fi and mobile data and retry.
   • Ensure the device date and time are set correctly (automatic time is recommended).
   • Make sure the app is updated to the latest version from the app store.
2. If the app will not complete sign‑in or setup:
   • If you see an error like “Authenticator did not complete login,” open the Authenticator app (or Company Portal / main Microsoft app on the device) and complete any pending sign‑in there.
   • If you are on Android and see partial setup errors, ensure:
     • Push notifications are enabled for Authenticator.
     • Google Play Services and Google Play Store are installed and enabled.
     • The device requires a PIN or biometric to unlock, and it is enabled for any Work Profile.
     • Device hardware encryption is enabled.
     • In Authenticator → Settings → Device Registration, the work/school account is registered and joined to the organization.
3. If access is still not possible (for example, lost device, reset phone, or cannot complete MFA at all):
   • For a university account, the MFA methods and reset options are controlled by the institution.
   • Contact the university’s IT/helpdesk or account administrator and request an MFA reset / re‑register MFA for the account so new sign‑in methods (new Authenticator registration, phone number, etc.) can be configured.

If the password itself is forgotten, use the university’s password reset process or, if allowed, the Microsoft password reset page linked in the documentation, then ask IT to help reconfigure MFA if needed.

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References:

• Authenticator Did Not Complete Login
• Sign in using Microsoft Authenticator
• Troubleshoot problems with Microsoft Authenticator