Authenticator app not working

Question

The Authenticator app is sending me a number to verify on another Authenticator app

Answer 1

This behavior usually happens when there is more than one device registered with Microsoft Authenticator for the same account. The verification prompt (number match or approval request) is being sent to the device where Authenticator was last used, instead of the current phone.

To fix this:

1. Check any old phone or tablet
   • If an older device still has Microsoft Authenticator installed, open it and look for the verification prompt there.
   • Approve the sign-in from that device so the current login can complete.
2. Remove old devices from the account
   • Follow the steps in the “How do I make sure notifications don't go to an old device?” section referenced in the Microsoft Authenticator FAQ to remove unused devices from the account security settings.
   • This ensures future prompts go only to the active device.
3. Use a different verification method (if available)
   • On the sign-in screen, choose another method such as SMS or email verification if those are configured.
   • Complete sign-in using that method, then update or reconfigure Authenticator on the current device.
4. Ensure Authenticator can complete authentication
   • Make sure the Authenticator app on the active device is unlocked and notifications are enabled.
   • Confirm the app is up to date and the device has a working internet connection, as described in the troubleshooting guidance.

If none of the above works and there is no alternative method configured, contact the organization’s IT admin or account support to reset multifactor authentication methods so Authenticator can be set up again.

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References:

• Microsoft Authenticator FAQs
• Troubleshoot problems with Microsoft Authenticator
• Authentication did not complete
• Authentication methods in Microsoft Entra ID - Microsoft Authenticator app
• What is: Multifactor Authentication
• I need to reset my mfa methods - Microsoft Q&A
• Microsoft authenticator sending me into a spiral - 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
• Cannot authenticate with E-mail when logging into Microsoft Authenticator(iOS). - Microsoft Q&A
• Where is my code? - Microsoft Q&A