Help needed with Microsoft Authenticator App

Question

My Microsoft Authenticator app prompts me to sign in to my Microsoft account to begin receiving codes for it; however, to do so, I need a code from the app. What do I do in this situation?

Answer 1

This is usually an authentication loop caused by having only the Authenticator method available, or by the app not being fully usable yet on the device.

Try these steps in order:

1. On the sign-in screen, select Other ways to sign in, Use a different way to sign in, or a similar option.
   • If another method was already set up, use SMS, phone, email, or another available verification method.
2. If a notification was sent to Authenticator, open the app directly on the phone instead of waiting for the pop-up.
   • If needed, unlock the app first.
   • For some sign-ins, the request can be approved from inside the app after refreshing.
3. If the app shows Authentication did not complete, check the common causes:
   • Make sure Authenticator is unlocked.
   • Make sure notifications are enabled and not silent.
   • Update to the latest version of Microsoft Authenticator.
   • Verify the phone has an internet connection.
   • Make sure date and time are correct on the device.
4. If no alternate sign-in method is available:
   • For a personal Microsoft account, use the account recovery process if access cannot be completed with existing methods.
   • For a work or school account, contact the organization’s Help desk / IT admin and ask them to clear or reset the MFA settings so Authenticator can be registered again.
5. After access is restored, add or verify more than one sign-in method so the account does not depend on only one app.

If the account is a work or school account and only Authenticator is configured, the practical resolution is an MFA reset by the organization.

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References:

• Sign in using Microsoft Authenticator
• Troubleshoot problems with Microsoft Authenticator
• Authentication methods in Microsoft Entra ID - Microsoft Authenticator app
• Common problems with two-step verification for a work or school account
• Help with Authenticator - Microsoft Q&A