Authentication

Question

Hello, I’m trying to access my outlook email and my Authenticator isn’t working as when I log in it makes me confirm the two digit code within the authentication app. How can I fix this so I can access that same 2 digit code into my laptop.

Answer 1

If Outlook sign-in is asking for the 2-digit number match in Microsoft Authenticator and the app is not completing the prompt, try these checks first:

1. Unlock Microsoft Authenticator on the phone. If the app is locked, the number entry box might not appear.
2. Turn on notifications for Microsoft Authenticator. Silent or disabled notifications can prevent the approval prompt from appearing. Also check for any authentication text messages that may have arrived silently.
3. Update Microsoft Authenticator to the latest version. An outdated app can cause the "Authentication did not complete" problem.
4. Check connectivity on the phone. Make sure the device is online. Switching between Wi-Fi and mobile data can help if there is a network issue.
5. Verify the phone’s date and time settings. Incorrect device time can cause authentication to fail.
6. Complete the sign-in inside the broker app if prompted. If a message says the authenticator did not complete login, finish the sign-in in Microsoft Authenticator, Company Portal, or the primary Microsoft app on the device.

If the prompt still does not work:

7. Try another verification method if one is available. On the sign-in screen, use a different MFA method instead of Authenticator.
8. If multiple sign-in attempts were already made, stop retrying for a while. Repeated attempts can trigger Microsoft Entra multifactor authentication protections and temporarily block more attempts. After waiting, try again or use a different MFA method.
9. If this is a work or school account and no other method works, contact the organization’s Help desk or IT admin. They can clear or reset the MFA settings so Authenticator can be set up again. If the device was lost or stolen, the Help desk should clear the settings and the account will be prompted to register for two-factor verification again at the next sign-in.

If the issue is specifically with Outlook and the same account cannot complete the Authenticator flow, the supported path is to finish the login in Authenticator on the phone first, then retry Outlook sign-in on the laptop.

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References:

• Troubleshoot problems with Microsoft Authenticator
• Authentication did not complete
• Authenticator Did Not Complete Login
• Common problems with two-step verification for a work or school account