MS Authenticator does not work

Question

I got a new phone and installed MS authenticator. My MS account is grey in the list of accounts (there is only one account) indicating that it might not be active.
When I'm trying to install MS office apps (like outlook) I'm asked to verify my login details in the authenticator app, but in there, there is no request for verification. It does not seem to having recieved any request.

How to move on?

Answer 1

Hey there, Magnus Högfeldt

If the account is greyed out in Microsoft Authenticator, it means the account was copied over from your old phone but hasn’t been reactivated on the new one yet. This usually happens when the account is restored from a backup, but the verification step wasn’t completed.

If you still had your old phone, you would normally tap the account and approve the verification prompt on the old device to activate it. But if the old phone has been wiped or you no longer have it, you’ll need to sign in using one of your other security methods and re‑register Authenticator.

If this is a Microsoft personal account, please sign into your account here: https://account.live.com/proofs/manage/additional

When you’re asked to approve the sign‑in with Authenticator, choose 'I can’t use the Authenticator app now'.

This will let you verify your identity using your other security information. Once signed in, you can re‑register the Microsoft Authenticator app on your new phone.

If this is a work/school account, please speak to your IT department as they can reset your Authentication method and get you to re-register a new authentication method on your next sign in.

Hope this information helps,
Nathan