Authenticator

Question

The authenticator app is not working properly. We have updated it, we have changed the password, we have changed the password back. It will not allow outlook to install onto new computers. It works in web mail, but not the classic outlook. It gives an error message of approve a request on my Microsoft authenticator app.

no request ever comes. When you try to access request or code through other method the only other method that shows up is a certificate. I need it to email or send a text message. It will do this for changing the password or accessing security but not installing outlook mail account. Please help.

Answer 1

Hi @Carol Lynn Green,

Good day, and thank you for sharing the details of your concern.

From what you shared, access through webmail appears to be working, and the Authenticator app is still usable for actions such as password or security updates. However, when setting up the account in Classic Outlook on a new computer, the sign-in is blocked by a request to approve through the Authenticator app, no notification is received, and only a certificate-based option is offered.

This may happen if Classic Outlook is using a sign-in method that relies on a certificate-based option currently associated with your account. Other applications, such as webmail, may continue to work normally because they might still be using a previously signed-in session or a different sign-in path, and therefore do not require the same type of approval at this time.

To help move this forward, you may find it helpful to try the following steps:

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1/ Check Authenticator App notifications

Please make sure notifications are enabled for the Microsoft Authenticator app on your phone and that the device has a stable internet connection. If notifications are off or delayed, approval requests may not appear.

2/ Verify the correct account in Authenticator

Please confirm that the same work account you are trying to add in Outlook is already set up in the Microsoft Authenticator app. If a different or incomplete account is present, the approval request may not be delivered correctly.

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3/ Contact your IT administrator

If you are either an admin or end-user in your company, please check if there are other IT admins who still have access and contact them. They can confirm whether other sign-in methods (such as phone or SMS) are enabled and available for your account by going to https://entra.microsoft.com/ > Authentication methods > Policies.

Additionally, you can also share with them the guidance from this article Manage user authentication methods for Microsoft Entra multifactor authentication. This will help them assist you in resetting your MFA settings and restoring access to your account. Once your admin completes this process, your previous sign-in sessions will be cleared, and the next time you log in, you will be prompted to set up MFA again from scratch.

In case you do not know who is your IT admin, kindly refer to this article: How do I find my Microsoft 365 admin? - Microsoft Support.

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4/ Contact Microsoft support

If you are the only admin in your company, the appropriate course of action would be to contact the Data Protection Team. To reach out to them, you can try calling your regional Microsoft support hotline here: Global Customer Support.

During the phone call, you will need to provide the information associated with your subscription, such as your company name, billing details, phone number, and an alternate email address, etc. This information allows the Data Protection team to verify your identity and securely assist you in regaining access to your administrator account.

In some regions, the initial interaction may be automated, so here’s a general idea of how the conversation might go to help you prepare:

(When you call the support number, you may hear an introduction of about 30 seconds such as "you can visit the link...". You can ignore this introduction and wait until you are presented with the options. Then press "1" as a business email user, and again "1" for technical help.)

In some countries, it is an automated conversation like:

IVR: What kind of problem are you concerned about?

You: Authenticator.

IVR: What kind of product do you use?

You: Office 365 for business.

IVR confirmation: education or company account?

You: For companies

IVR: Are you an administrator?

You: Yes.

IVR: Do you have another administrator in your organization?

You: No.

IVR: Do you need a... Service request?

You: Yes. I need to create a ticket. Please send me directly to the Data Protection Team.

Please note that forum moderators do not have access to user account settings and cannot assist with logging in, resetting passwords, or changing access rights. While we do not have access to internal systems or administrative tools required to resolve account-specific or backend-related issues, we’ll continue doing our best to support you within the scope of our responsibilities.

I hope the information provided helps guide you in the right direction. Although I’m unable to take direct action, I sincerely hope that the steps and recommendations I’ve shared can support you through the process.

If you find my post useful, kindly consider upvoting it. Doing so can assist others in the community who may have similar questions in finding solutions more quickly.

Thank you for your kindness and contributions to the forum.

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Answer 2

I contacted the mail provider and it does not have an MFA reset. Only for their cumulus management account and that was done. The exchange mail does not have MFA as suggested according to the tech support.

Answer 3

Follow these steps to resolve the issue where Classic Outlook keeps asking to “approve a request on Microsoft Authenticator” but no prompt arrives, and no other MFA methods (email/text) appear for adding the account in Outlook:

1. Complete the pending sign-in in Authenticator or broker app
   • The error “Authenticator did not complete login” indicates the authentication flow is stuck.
   • Open Microsoft Authenticator on the device.
   • If Company Portal or another primary Microsoft app (like Outlook mobile) is used as the broker, open that app as well.
   • Complete any pending sign-in or approval shown there.
   • Then retry adding the account in Classic Outlook.
2. Fix common Authenticator issues that block prompts Use the troubleshooting guidance for Microsoft Authenticator:
   • Ensure the app is unlocked when trying to sign in.
   • Turn on notifications for Authenticator:
     • In Authenticator: Settings → Notification Settings → ensure Show notifications is on.
     • On the device: confirm system notification permissions are enabled for Authenticator.
   • Update Authenticator to the latest version and ensure the device OS is up to date.
   • Check network connectivity on the phone:
     • Switch between Wi‑Fi and mobile data.
     • Turn off VPN if enabled.
   • Verify the device’s Date & time are correct.
   • After these changes, try signing into Classic Outlook again so a new MFA prompt can be delivered.
3. Address “Authentication did not complete” causes If the sign-in still fails with an “Authentication did not complete” type message:
   • Confirm Authenticator is not locked and that the code/approval entry box appears.
   • Check for silent notifications or SMS codes that may have arrived without alert.
   • Make sure the Authenticator app version is current using the official download/update path.
   • If credentials are forgotten, use the password reset flow and then retry Outlook setup.
4. Use web sign-in to confirm account and MFA are healthy
   • Since web mail works, sign in there and confirm:
     • Password works consistently.
     • Authenticator prompts appear as expected for web sign-in.
   • If web sign-in also intermittently fails with “Authenticator did not complete login,” resolve that first using the steps above before configuring Classic Outlook.
5. If still blocked and this is a work/school account
   • Contact the organization’s IT admin and request an MFA reset for the user in Microsoft Entra Admin Center (reset authentication methods / require re-register MFA).
   • After MFA is reset, sign in again and re-register Authenticator and any backup methods (phone, SMS, email) so additional options appear during Outlook setup.

If none of the above resolves the problem and there is only one admin in the tenant, the admin must contact Microsoft Support (Data Protection team) by phone from another channel, as described in the referenced guidance, to have MFA reset at the tenant level.

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References:

• Authenticator Did Not Complete Login
• Troubleshoot problems with Microsoft Authenticator
• I can't send or receive messages in Outlook
• Microsoft Authenticator not working - Microsoft Q&A
• Unable to change password in my Outlook - 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 sending me into a spiral - Microsoft Q&A
• Requesting a Tenant Admin MFA Reset - Microsoft Q&A