Authenticator app not working

Question

I'm using Microsoft authenticator app, but I recently changed my phone then I logout my account in old phone. After that I logged in account in new phone but it was not working and not shown any authenticator request and code please suggest

Answer 1

Follow these steps to get Microsoft Authenticator working on the new phone:

1. Make sure the app can receive notifications
   • Open Microsoft Authenticator on the new phone.
   • Go to Settings → Notification Settings and ensure Show notifications is turned on.
   • On the phone itself, confirm notifications are allowed for Authenticator and not set to silent.
2. Check network and app version
   • Ensure the phone has internet access; if using mobile data, try switching to Wi‑Fi and vice versa.
   • Make sure Authenticator is updated to the latest version. If needed, update it from your app store.
3. Confirm the account is added correctly
   • If the app shows no account or codes, remove and reinstall the Authenticator app on the new phone.
   • Then re-add the account using the QR code or setup instructions from your Microsoft 365 security/MFA setup page.
4. If “Authentication did not complete” or no prompt appears
   • Ensure the app is not locked when trying to approve sign‑in.
   • Verify the device’s Date & time settings are correct.
   • If still not working, try another verification method (SMS or phone) if it is configured for the account.
5. If the old phone is still associated
   • If Authenticator was still active on the old phone when the new one was set up, push notifications might still be going to the old device.
   • Sign in to your account’s security/MFA page and remove the old device or old Authenticator registration, then re-register Authenticator on the new phone.

If this is a work or school account and none of the above works, contact the organization’s IT/admin and ask them to reset your MFA/authentication methods so the account can be re-registered on the new phone.

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References:

• Troubleshoot problems with Microsoft Authenticator
• Authentication did not complete
• Microsoft Authenticator FAQs
• Use a screen reader to set up and troubleshoot multifactor authentication
• Common problems with two-step verification for a work or school account

Answer 2

Hi Appalabathula Durga
Please note that we are not Microsoft support, and this is a user-to-user support forum. Moderators and contributors, including external Microsoft employees, do not have backend access and cannot directly intervene in Microsoft products or features. Our role is limited to providing technical guidance and best practice recommendations based on reported issues, requests, or ideas.

May I kindly check whether there is another IT administrator you could reach out to within your organization? 

If so, you may consider contacting them, as they are typically the ones with the required permissions to assist with re-registering your multi-factor authentication methods. 

For more detailed information, you may refer to the following guidance: Manage authentication methods for Microsoft Entra multifactor authentication - Microsoft Entra ID |… 

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If there is no other Global Administrator and you are the sole admin for the tenant, the next step is to contact Microsoft Support directly. In this situation, you’ll need to reach out to the Support team by calling the phone number listed under Customer service phone numbers - Microsoft Support.  

An agent will be able to create a ticket for you under the affected tenant and then escalate this ticket to the Data Protection team, who can assist you in regaining access.   

Please note that an AI system may initially handle your call. I kindly recommend following the prompts carefully so you can be connected to a live support agent. 

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Alternatively, you can set up a Microsoft 365 Business Basic trial, which gives you the ability to submit a support ticket directly through the Microsoft Admin Center   

Step 1: Create a trial business account: Go to Microsoft 365 Business Plans and Pricing and click Try for free to set up a temporary Microsoft 365 tenant with a trial license.    

Step 2: Use this new account to sign in to the Microsoft 365 Admin Center and submit a support request on behalf of the affected tenant 

Step 3: Click Help & Support     

Note: This method doesn't require you to use your new account for your business. Instead, it allows you to create a temporary global administrator account so you can submit a support request. The trial account is free for one month. Be sure to cancel it after submitting your support request to avoid any automatic renewals or charges from Microsoft.  You may follow this guide for instructions: Cancel your Microsoft business subscription in the Microsoft 365 admin center | Microsoft Learn.     

I sincerely hope this information provides helpful direction and additional insight.

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