Authenticator doesn't work

Question

Can't open my microsoft account because of authenticator

Answer 1

Follow these steps depending on what is happening with Microsoft Authenticator.

1. If the message is “Authentication did not complete”
   • Make sure the Microsoft Authenticator app is unlocked on the phone.
   • Check that notifications are enabled and not set to silent for Microsoft Authenticator. Also check SMS messages in case a code arrived quietly.
   • Confirm the app is up to date by installing the latest version: the latest version.
   • Verify the phone has a working internet connection. If needed, switch between Wi‑Fi and mobile data.
   • Ensure the device date and time are set correctly (automatic time is recommended).
   • If the issue is actually a forgotten password, use the official flow to reset the password: Reset your password.
2. If the login page says “Authenticator did not complete login”
   • Complete the sign‑in inside one of these apps on the device:
     • Microsoft Authenticator
     • Company Portal
     • The primary Microsoft app being used
   • If the password is forgotten or sign‑in still cannot be completed, contact the IT admin (for work/school accounts) to help reset authentication.
3. If using Android and seeing errors like “Google Play services are currently unavailable” or “Please ensure push notifications are enabled in Settings”
   • Ensure Google Play Services and Google Play Store are installed, enabled, and updated.
   • Turn on push notifications for Microsoft Authenticator and confirm network connectivity.
   • Make sure the device requires a PIN or biometric (face/fingerprint) to unlock. Re‑enable it, restart the device, unlock with PIN/biometric, then try enabling passwordless again in Authenticator.
   • If using Android Work Profile, enable PIN/biometric for that profile as well.
   • Confirm hardware encryption is enabled (see: Encrypt your Android device).
   • In Authenticator go to Settings → Device Registration and verify the account is registered and joined to work/school, then try enabling passwordless again.
   • If still unable to add the account, contact Support (personal accounts) or the IT admin (work/school accounts).
4. If completely locked out because the phone was replaced or lost
   • For work/school (business) accounts:
     • If there is another admin, ask them to reset MFA in Microsoft Entra Admin Center so that sign‑in can be done and Authenticator set up again.
     • If the only admin on the tenant, contact Microsoft via the Customer service phone numbers - Microsoft Support and request the Data Protection team to help recover the admin account and reset MFA.
   • For personal Microsoft accounts, use the password reset and account recovery options and, if needed, contact Support from the consumer support pages.

If none of these steps restore access, direct contact with Support or the organization’s IT admin is required to reset authentication methods.

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References:

• Troubleshoot problems with Microsoft Authenticator
• Authenticator Did Not Complete Login
• Authentication did not complete
• 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
• Cannot authenticate with E-mail when logging into Microsoft Authenticator(iOS). - Microsoft Q&A
• Microsoft authenticator sending me into a spiral - Microsoft Q&A
• I cant log in to my business account because it is requiring Authenticator app which I do not have - Microsoft Q&A
• Requesting a Tenant Admin MFA Reset - Microsoft Q&A