How to fix if authenticator asks you for verification code but you even cant access to app

Question

Im trying to login to my authenticator account but it doesn’t let me connect its even giving me options about verification code but i cant access to anything

Answer 1

When Microsoft Authenticator asks for a verification code but the app itself is not accessible, the only way forward is to use an alternative verification method or have your MFA (multi-factor authentication) reset by an admin or Microsoft support, depending on the type of account.

1. Try any alternative sign-in / verification method

• If the account has other methods configured (SMS, email code, security key, or another authenticator), choose “Use a different verification option” or similar on the sign-in screen and complete sign-in with that method.
• If this works, go to your security/MFA settings and re-register Microsoft Authenticator on your current device.

2. If this is a work or school (Microsoft Entra / Microsoft 365 business) account

• If there is an IT/admin team: ask an administrator to reset your MFA:
  1. Admin signs in to Microsoft Entra admin center (https://entra.microsoft.com).
  2. Go to Users → All users.
  3. Select the affected user.
  4. Open Authentication methods.
  5. Click Require re-register multifactor authentication.
• After this reset, sign in again; you will be prompted to set up Authenticator from scratch on your device.
• If you are the only admin on the tenant and locked out:
  • Contact Microsoft Data Protection team via the regional Customer service phone numbers - Microsoft Support line. Explain that you are the only administrator and have lost access to Microsoft Authenticator so you need an MFA reset for your admin account.
  • If you cannot reach the right support queue, one documented workaround is to create a new trial Microsoft 365 tenant, then from that tenant’s admin center open a support ticket asking to reach the Data Protection team to reset MFA on your original tenant/admin account.

3. If this is a personal Microsoft account (Outlook/Hotmail/Live)

• If you still have any other verification method (alternate email, phone SMS, etc.), use that to sign in and then update/remove the Authenticator method.
• If you have no working method and are blocked due to unusual activity or repeated attempts, wait and avoid repeated sign-ins, as Microsoft may temporarily block sign-in for security reasons. In that case, use the sign-in helper or account recovery flow referenced in the verification-code troubleshooting article.

4. If you see “Authentication did not complete” If the app opens but sign-in fails with “Authentication did not complete,” check:

• Authenticator app is unlocked.
• Notifications are enabled and not silent.
• App is updated to the latest version.
• Device has a working internet connection (try switching Wi‑Fi/mobile data).
• Device date and time are correct.
• If you forgot the password, use the Reset your password flow linked in the documentation.

If none of the above works and there is no alternative method or admin who can reset MFA, only Microsoft support (Data Protection team) can verify identity and reset the authentication methods.

---

References:

• Troubleshoot problems with Microsoft Authenticator
• Authentication did not complete
• Common problems with two-step verification for a work or school account
• Microsoft authenticator sending me into a spiral - Microsoft Q&A
• Microsoft Authenticator app doesn't show 6-digit OTP code - Microsoft Q&A
• Reset Personal Azure MFA - 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
• Requesting a Tenant Admin MFA Reset - Microsoft Q&A
• Troubleshoot Microsoft verification code issues