Authenticator is not working!

Question

My Authenticator is not working, what can I do to make it work?

Answer 1

Try the following steps in order, testing Authenticator after each change:

1. Check network and connectivity
   • Make sure the phone has internet access.
   • If using mobile data, switch to Wi‑Fi; if using Wi‑Fi, switch to mobile data.
   • Ensure Airplane mode is off.
   • If using a VPN, disconnect it and try again.
2. Update Authenticator and the device
   • Open the app store and install the latest version of Microsoft Authenticator. Microsoft does not support versions older than 12 months.
   • On the device, install any pending OS and security updates.
   • If using other Microsoft security apps (such as Microsoft Defender or Intune Company Portal), update them as well.
3. Check app lock, notifications, and battery settings
   • Open Microsoft Authenticator and make sure the app is unlocked when trying to approve sign‑ins.
   • In Authenticator Settings:
     • Turn on App updates.
     • Turn off battery optimization for Authenticator for better sync performance.
     • Open Notification Settings and ensure Show notifications is turned on.
   • In the device’s system Settings, confirm notifications are allowed for Authenticator and not set to silent.
4. Verify device date, time, and security state
   • Ensure the device’s Date & time are correct and set to automatic if possible.
   • Make sure the device is not jailbroken or rooted, as work/school Entra credentials in Authenticator will not function on such devices.
5. If seeing specific error messages
   • “Authentication did not complete”
     • Ensure the app is unlocked.
     • Confirm notifications are enabled and not silent.
     • Confirm the app is updated and the device is online.
     • Verify date and time settings.
   • On Android work/school accounts with Google Play errors or setup issues (for example, “Google Play services are currently unavailable on this device” or “Sorry, only part of the set up completed successfully”):
     • Ensure Google Play Services and Google Play Store are installed and enabled.
     • Confirm push notifications are enabled for Authenticator.
     • Require a PIN or biometric to unlock the device; re‑enable face/fingerprint, restart the device, then unlock with that method and try enabling passwordless again.
     • If using Android for Work/Work Profile, enable PIN/biometric for that profile.
     • Ensure hardware encryption is enabled on the device (see Encrypt your Android device).
     • In Authenticator, go to Settings > Device Registration and confirm the account is registered for passwordless and joined to work/school; sign in there if needed, then try enabling passwordless again.
6. If sign‑in still fails
   • If unable to sign in because of forgotten credentials, use the password reset flow: Reset your password.
   • For work/school accounts where nothing above helps, contact the organization’s IT admin or Microsoft Support/Data Protection team to reset MFA or Authenticator registration.

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References:

• Troubleshoot problems with Microsoft Authenticator
• Authentication did not complete