Authenticator not working

Question

Whether I sign in via password or via code for Authenticator, the my login always fails. Yet it seems I am logged in.

Answer 1

Try these checks in order:

1. Wait a few seconds and try signing in again. A temporary Authenticator update or brief service interruption can cause sign-in to fail even when the app appears to be working.
2. Open Microsoft Authenticator directly and confirm:
   • the app opens without errors
   • the app is responsive
   • the account is listed
3. If the app is locked, unlock it first. On work or school accounts, Authenticator may need to be unlocked before the sign-in can be approved.
4. Make sure notifications are enabled for Authenticator. Silent or disabled notifications can prevent the approval prompt from appearing.
5. Update Microsoft Authenticator from the device app store. Microsoft does not support app versions more than 12 months old.
6. Check connectivity:
   • switch between Wi-Fi and mobile data
   • make sure Airplane mode is off
   • if using VPN, disconnect it and test again
7. Check device settings:
   • confirm the device date and time are correct
   • make sure the device OS is up to date
   • if applicable, update related security apps such as Company Portal
8. Restart the device and try again.

If the failure is specifically "Something went wrong. [4s8qz]", the steps above are the recommended fix path.

If the message is "Authentication did not complete", the most relevant causes are:

• Authenticator is locked
• notifications are silent or disabled
• the app is outdated
• there is a network issue
• device date/time is incorrect

If repeated sign-in attempts were made on a work or school account, Microsoft Entra multifactor authentication may temporarily block more attempts. In that case, wait and try again later, or use a different MFA method if one is available.

If the issue continues, capture logs from Authenticator using Send feedback from the app menu, then:

• contact Support for a personal account
• contact the IT admin or helpdesk for a work or school account

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References:

• Troubleshoot problems with Microsoft Authenticator
• Authentication did not complete
• Sign in using Microsoft Authenticator
• Common problems with two-step verification for a work or school account