Authenticator not providing code

Question

I recently changed my phone and now my Authenticator app is not working. When I am trying to sign in to my account it does not provide me with a code.

Answer 1

Follow these steps to resolve the issue where Microsoft Authenticator is not providing a code after changing phones:

1. Confirm the type of prompt being requested
   • If the sign-in page is asking for a 6-digit code, the account in Microsoft Authenticator must be configured with a “One-time password code” entry.
   • Open Microsoft Authenticator on the device where it was originally configured (if still available) and tap the account. Look for a line labeled “One-time password code” and use that 6-digit code to sign in.
2. Check for “Authentication did not complete” issues If the app shows or triggers an “Authentication did not complete” message, check the following:
   • Ensure the Microsoft Authenticator app is unlocked on the device.
   • Make sure notifications are enabled and not set to silent for Microsoft Authenticator. Also check SMS messages in case a code was sent silently.
   • Verify the app is updated to the latest version using the store link provided in the documentation.
   • Confirm the device has a working internet connection; if needed, switch between Wi‑Fi and mobile data.
   • Ensure the device’s date and time settings are correct.
3. If the app still does not show a code
   • If the account in Authenticator does not show a “One-time password code” at all, or the app cannot be used to complete sign-in, the MFA registration likely needs to be reset.
   • For a work or school (business) account:
     • If there is another admin in the organization, ask that admin to reset the MFA settings in the Microsoft Entra admin center so that the account can be re-registered on the new phone.
     • If there is no other admin and this is the only administrator account, contact Microsoft’s Data Protection team via the regional Customer service phone numbers - Microsoft Support line. Ask support to open a ticket with the Data Protection team to verify identity and reset MFA for the tenant admin account.
4. If completely locked out and only one admin exists
   • If direct phone support cannot be reached, create a temporary trial tenant (new Microsoft 365 trial subscription), sign in to its admin center, and open a support ticket from there. Clearly state that access is lost to a different tenant where this account is the only admin and MFA needs to be reset by the Data Protection team.

Once MFA is reset, sign in again, and when prompted, re-register Microsoft Authenticator on the new phone by scanning the QR code or following the setup instructions shown during sign-in.

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References:

• Troubleshoot problems with Microsoft Authenticator
• Authenticator Did Not Complete Login
• Microsoft authenticator sending me into a spiral - 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
• Microsoft Authenticator app doesn't show 6-digit OTP code - Microsoft Q&A