The authenticator app on my phone does not seem to be working properly.

Question

I’m trying to add access to my Outlook account on my phone but it’s asking for me to input a number into the Authenticator app but the app never gives me the option to do that. Any thoughts?

Answer 1

Hi True North Boston

Thank you for reaching out to the Microsoft Q&A Forum. 

Based on your description, I understand that Microsoft Authenticator is not displaying the number matching prompt required to complete the sign-in process. 

1.If you are using a work or school account 

Please contact your IT administrator and ask them to reset your MFA registration. After the reset, you can register Microsoft Authenticator again. 

For reference, your administrator can follow the steps in this article: Manage authentication methods for Microsoft Entra multifactor authentication - Microsoft Entra ID |… 

2.If you are using a personal Microsoft account (@outlook.com, @hotmail.com, @live.com) 

You can try one of the following options: 

-Use the Microsoft Account Recovery Form: Help with the Microsoft account recovery form | Microsoft Support 

-Alternatively, contact Microsoft Support: Go to Contact - Microsoft Support, > type "Support" and click Get Help, > click Sign in to contact support at the bottom of the > page under Products & Services, select Microsoft 365 & Office > under Subcategory, select Support, > choose Chat with a support agent in your browser 

I hope this information helps. 

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Answer 2

Follow these steps to troubleshoot Microsoft Authenticator not showing the prompt to enter the number from the Outlook sign-in screen:

1. Check that notifications are working for Authenticator
   • On the phone, open Settings → Notifications and confirm that notifications are allowed for Microsoft Authenticator and that they are not set to silent.
   • Make sure the device is not in Do Not Disturb/Quiet mode, and verify that other apps can send notifications.
2. Confirm the app is unlocked and in the foreground
   • Open the Microsoft Authenticator app and make sure it is unlocked (complete any PIN/biometric prompt).
   • Leave Authenticator open, then retry the Outlook sign-in so the approval prompt can appear in the app.
3. Verify time and network on the phone
   • Ensure the phone has a working internet connection (try switching between Wi‑Fi and mobile data).
   • Set the device date and time to automatic and correct for the region, then restart the phone.
4. Update Microsoft Authenticator
   • Install the latest version of Microsoft Authenticator from the app store. An outdated app can cause the “Authentication did not complete” behavior where prompts don’t show correctly.
5. Retry the sign-in and look for alternative verification
   • When Outlook asks to “enter the number in your Authenticator app,” check inside Authenticator for a pending approval screen where a number should be entered or matched.
   • If no prompt appears, look for an option on the sign-in page such as “I don’t have a code” or “Use a different verification option” and choose another method (SMS, call, or email) if configured.
6. If the app still does not complete authentication
   • The sign-in may fail with an “Authentication did not complete” message if the app is locked, notifications are silent, the app is outdated, the network is unstable, or the device time is wrong. Fixing those items and retrying usually resolves the loop.

If none of these steps work and no alternative sign-in method is available, contact the work/school IT admin or Microsoft Support (for personal accounts) to reset the authentication methods so the account can be re‑registered in Authenticator.

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References:

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