Authenticator app

Question

Authenticator app telling me to open Authenticator app

Answer 1

This message usually appears when the sign-in flow is waiting for approval in Microsoft Authenticator but the approval step is not being completed. Use these checks and steps:

1. Open Microsoft Authenticator manually
   • On the phone, open the Microsoft Authenticator app directly (do not wait only for a banner).
   • Make sure the app is unlocked; if it is locked with PIN/biometrics, unlock it so the prompt or code entry box can appear.
2. Check for pending sign-in requests
   • In Authenticator, look for a New sign-in request or similar prompt and approve it.
   • If using number matching, enter or tap the number shown on the sign-in screen.
3. Verify notifications and network
   • Ensure notifications are enabled for Microsoft Authenticator and not set to silent.
   • Confirm the device has a working internet connection; if needed, switch between Wi‑Fi and mobile data and try again.
4. Update the app and device settings
   • Install the latest version of Microsoft Authenticator.
   • Make sure the device date and time are set correctly (preferably automatic).
5. If still stuck
   • If the sign-in cannot be completed because of forgotten credentials, use the password reset option associated with the account.
   • If this is a work or school account and none of the above works, contact the organization’s IT admin to reset the authentication methods.

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References:

• Troubleshoot problems with Microsoft Authenticator
• Authentication did not complete
• Sign in using Microsoft Authenticator
• Authenticator Did Not Complete Login
• Authentication methods in Microsoft Entra ID - Microsoft Authenticator app