Authenticator app on iPhone 17Pro

Question

I am trying to update my Authenticator app on my new phone, but it is locked. How do I unlock it?

Answer 1

On iOS, Microsoft Authenticator can show an “Authentication did not complete” or appear blocked if the app is locked, notifications are blocked, or the app is outdated.

To unlock and use it on the new iPhone:

1. Make sure the app itself is unlocked
   • Open Microsoft Authenticator on the iPhone.
   • If it prompts for Face ID/Touch ID or device passcode, complete that so the app unlocks.
   • After unlocking, try the sign-in or approval again.
2. Check notifications
   • In iOS Settings > Notifications > Authenticator, ensure notifications are allowed and not set to “Deliver Quietly.”
   • Then retry the sign-in so a new prompt is sent to the phone.
3. Update Authenticator
   • Open the App Store and confirm Microsoft Authenticator is updated to the latest version. Outdated versions can cause “authentication did not complete” or similar issues.
4. Check network and device time
   • Ensure the iPhone has a working internet connection (try switching between Wi‑Fi and mobile data).
   • In Settings > General > Date & Time, turn on “Set Automatically.”

If the app is “locked” because accounts did not restore from the old phone and no prompts or codes appear, set up backup/restore correctly on the old device (if still available):

On the old iPhone:

1. Turn on iCloud Drive, iCloud Keychain, and iCloud Backup.
2. In the iCloud “Saved to iCloud” list, ensure the toggle for “Authenticator” is on.
3. Update Authenticator to version 6.8.33 or later.
4. Open Authenticator at least once.

On the new iPhone:

1. Uninstall and reinstall Microsoft Authenticator.
2. Open it and restore from the iCloud backup when prompted.

If access to the old phone is lost and no backup exists, the app itself cannot be “unlocked”; the MFA methods must be reset by an admin or Microsoft support as shown in the referenced Q&A (for example, by contacting the Data Protection team if locked out as the only admin).

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References:

• Troubleshoot problems with Microsoft Authenticator
• Authentication did not complete
• Back up your accounts in Microsoft Authenticator
• Microsoft Authenticator FAQs
• Authentication methods in Microsoft Entra ID - Microsoft Authenticator app
• Cannot authenticate with E-mail when logging into Microsoft Authenticator(iOS). - 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
• I need to reset my mfa methods - Microsoft Q&A
• Severity A Situation - Locked out of global admin account (MFA) - business down - Microsoft Q&A
• Microsoft Authenticator app doesn't show 6-digit OTP code - Microsoft Q&A
• Migrate to a new iPhone for work