Trouble logging in

Question

I need help logging into my Authenticator app, as when I try to it asks me to use a code from my Authenticator app but I can’t get a code as I’m trying to log into the app

Answer 1

Follow these steps based on the type of account and what recovery options are available.

1. Try another sign-in method

• If any alternative method (text message, email code, backup phone, or Outlook mobile code) is configured, choose “Use another verification option” or similar on the sign-in screen and use that method instead of Authenticator.
• For personal accounts, Outlook mobile can provide a one-time sign-in code:
  1. Open Outlook mobile and tap the Home icon (top left).
  2. Tap the Settings gear (bottom left).
  3. Under General, tap Accounts, then select the account.
  4. Tap Sign-in requests.
  5. Copy the code and paste it into the sign-in page.

2. Check for common Authenticator issues If the sign-in flow shows “Authentication did not complete” or similar when trying to approve a request:

• Make sure the Microsoft Authenticator app is unlocked.
• Ensure notifications are enabled and not silenced for Authenticator.
• Update to the latest version of Microsoft Authenticator.
• Verify the device has a working internet connection and correct date/time settings.

3. If locked out with no alternative method If there is no way to approve a request or receive a code (and the sign-in keeps looping back to Authenticator):

• For work/school accounts (business/organization):
  • Contact the organization’s Microsoft 365 or Entra ID administrator and ask them to reset MFA by using Require re-register multifactor authentication on the user account in the Microsoft Entra admin center. After reset, sign in again and reconfigure Authenticator.
• If the account is a work/school account and the user is the only admin:
  • Call Microsoft’s customer support (Global Customer Service phone numbers) and request the Data Protection team to reset the MFA/authentication methods for the tenant admin account.
• For personal Microsoft accounts where no verification method works and codes cannot be received:
  • Use the Sign-in helper and recovery options provided in the Microsoft account sign-in flow. If still blocked, contact Microsoft Support via the Contact Microsoft Support page and follow the guided help. Support cannot send verification codes or change account details but can guide through allowed recovery steps.

4. Avoid circular setup when adding Authenticator When adding an account to Authenticator, always ensure at least one other sign-in method (email, phone, or another app) is configured first. This prevents being forced to use Authenticator to sign into Authenticator.

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References:

• Sign in using Microsoft Authenticator
• Troubleshoot problems with Microsoft Authenticator
• Authentication did not complete
• Using Outlook mobile to sign in
• Troubleshoot Microsoft verification code issues
• Authenticator app not sending code to my email - Microsoft Q&A
• Microsoft authenticator sending me into a spiral - Microsoft Q&A
• Reset Personal Azure MFA - Microsoft Q&A
• Microsoft Authenticator app doesn't show 6-digit OTP code - Microsoft Q&A
• Requesting a Tenant Admin MFA Reset - Microsoft Q&A