Microsoft authenticator

Question

I got a new phone and now Microsoft authenticator won’t work.. I try to login. It tells me to use the app, but the app isn’t even letting me login.

Answer 1

Because the old phone was previously used with Microsoft Authenticator, sign-in is still trying to use that device and the app on the new phone is not yet fully set up.

Use these steps depending on what access is still available:

1. If the old phone is still available
   1. Turn it on and connect it to the internet.
   2. Open Microsoft Authenticator and approve the sign-in request there.
   3. Once signed in to the account in a browser, go to the Security info / Additional security verification page and:
      • Remove the old Authenticator device.
      • Add the new phone as a sign-in method and set up Microsoft Authenticator again.
2. If the old phone is not available
   1. On the sign-in screen, choose a different verification method (for example SMS or another phone) if one is configured.
   2. Use that method to sign in.
   3. After signing in, go to the Security info / Additional security verification page and remove the old Authenticator entry, then add the new phone and reconfigure Microsoft Authenticator.
3. If no other verification method works and this is a personal Microsoft account
   1. Sign in to https://account.microsoft.com from a device where the account is still logged in (if any).
   2. Go to Security info.
   3. Remove the existing Authenticator app entry.
   4. Add Authenticator app again to reinstall and re-pair it with the new phone.
4. If this is a work or school account and you are locked out of everything
   • Contact the organization’s IT admin or Microsoft support (Data Protection team) to reset MFA for the account. Forum moderators and documentation cannot reset it.

If the app shows “Authentication did not complete” on the new phone, also ensure:

• The app is unlocked.
• Notifications are enabled.
• The app is updated to the latest version.
• The phone has working internet and correct date/time.

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References:

• Microsoft Authenticator FAQs
• Use a screen reader to set up and troubleshoot multifactor authentication
• Troubleshoot problems with Microsoft Authenticator
• Authentication did not complete
• Authenticator locked and cannot access at all after replacing phone - Microsoft Q&A
• Cannot authenticate with E-mail when logging into Microsoft Authenticator(iOS). - 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
• Requesting a Tenant Admin MFA Reset - Microsoft Q&A
• Severity A Situation - Locked out of global admin account (MFA) - business down - Microsoft Q&A