authentificator not working

Question

I switched iPhones, from the 15 to the 16, and now the authenticator isn't working.

Answer 1

When Microsoft Authenticator stops working after moving to a new iPhone, the most common causes are that the old phone is still the active Authenticator device, the app backup was not restored, or the new app is not fully registered yet.

Try this in order:

1. Make sure the app is updated to the latest version. Microsoft does not support Authenticator versions more than 12 months old.
2. On the new iPhone, open Authenticator and check that notifications are enabled: Settings > Notification Settings > Show notifications.
3. Make sure the app is unlocked when signing in.
4. Check the iPhone network connection. Switch between Wi‑Fi and mobile data, and make sure Airplane mode is off. If using VPN, disconnect it and test again.
5. Verify the iPhone Date & time settings are correct.
6. If the old iPhone is still available, open Authenticator on that device. Sign-in prompts may still be going there because push notifications are sent to the device where Authenticator was last used.
7. If restoring to a new iPhone on iOS, confirm the old phone had all of these enabled before the switch:
   • iCloud Drive
   • iCloud Keychain
   • iCloud Backup
   • In Saved to iCloud, Authenticator is turned on
   • Authenticator version 6.8.33 or later
   • Authenticator was opened at least once before switching phones
8. If the backup should exist but does not appear on the new iPhone, uninstall and reinstall the Authenticator app on the new device, then check again.
9. If sign-in shows Authentication did not complete, check for these specific causes:
   • app is locked
   • notifications are silent or disabled
   • app is outdated
   • network issue
   • incorrect date/time
10. If the old iPhone is no longer available:

• For a work or school account, contact the organization’s IT admin so MFA can be reset and re-registered on the new phone.
• If another verification method such as SMS is available, use that during sign-in.

Important limitation: Authenticator backup cannot be restored from Android to iPhone or from iPhone to Android.

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• Microsoft Authenticator FAQs
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