Microsoft Authenticator

Question

I am trying to log in on microsoft authenticator but it keeps asking me to check the code from the app on my mobile device. The problem is that I am trying to do this on my phone so there’s nothing to check..

Answer 1

Hey there, Anna

It sounds like you have already added an authentication method on your account. Please can you sign into your Microsoft account security page here: https://account.live.com/proofs/manage/additional

When signing in, you will need to use the option "I can't use the Authenticator app right now" and use another security method to verify it is you who is signing into your account.

Please check that you don't have send sign-in notification and enter code from an authenticator app listed. If you do, this is why you are getting the prompt to use the code from within the app.

Please click onto "Add another way to sign-in to your account" at the bottom of the table

Then select the "Use an app" option. You can then follow the on screen instructions to add another authentication method on the Microsoft Authenticator app. Please be aware that it will remove your previous authentication method from your account and replace it with your new one.

If this is a work/school account, please ask your IT administrator to go to your profile on Entra ID. Then click onto the option to re-register your authentication method. When you sign into your account, after they have done this, it will ask you to set up your Authentication method again.

Hope this helps,
Nathan

Answer 2

Use an alternative verification method to break the loop, because the same phone cannot both show the sign-in page and display the code prompt in Authenticator at the same time.

Try these steps:

1. On the sign-in screen where it says to approve in Microsoft Authenticator, choose Other ways to sign in (or similar) if available.
2. Select one of the alternatives offered, for example:
   • Use a verification code from my mobile app (then open Microsoft Authenticator, tap the account, and use the 6‑digit code shown there), or
   • Text or Email code, if those are configured as security info.
3. If the sign-in is considered anomalous and no notification appears, open Microsoft Authenticator directly, pull down to refresh or tap Refresh, and then approve the pending request there instead of relying on the banner notification.
4. If the app shows “Authentication did not complete,” check the following on the phone:
   • Authenticator is unlocked.
   • Notifications are enabled for Authenticator and not silenced.
   • The app is updated to the latest version.
   • The phone has a working internet connection and correct date/time settings.
5. If there is no alternative method configured and access is still blocked, the account’s MFA settings must be reset by the organization’s admin (for work/school accounts) or recovered using the account recovery/security info flow for personal Microsoft accounts.

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References:

• Sign in using Microsoft Authenticator
• Authentication methods in Microsoft Entra ID - Microsoft Authenticator app
• Troubleshoot problems with Microsoft Authenticator
• Authentication did not complete
• Troubleshoot Microsoft verification code issues
• Microsoft authenticator sending me into a spiral - Microsoft Q&A
• Microsoft Authenticator app doesn't show 6-digit OTP code - Microsoft Q&A