help with authenticator

Question

got a new Iphone. Authenticator is not working. It seems to want me to authenticate as a condition to using authenticator, which is impossible

Answer 1

This usually happens on a new iPhone when Microsoft Authenticator on the new device is not yet registered, but sign-in is still expecting approval or a code from the old device.

Use this path:

1. If the old iPhone is still available, use it to complete MFA while setting up the new phone. Do not factory reset the old iPhone or remove Authenticator until the new iPhone is fully working.
2. If SMS or call-based MFA is available, use that method during sign-in instead of Authenticator.
3. If this is a work or school account and the old device is unavailable, the MFA method usually needs to be reset by the IT admin so Authenticator can be registered again on the new iPhone.
4. If restoring on iPhone, check backup requirements on the old device:
   • iCloud Drive enabled
   • iCloud Keychain enabled
   • iCloud Backup enabled
   • Authenticator turned on in Saved to iCloud
   • Authenticator version 6.8.33 or later
   • Open Authenticator at least once on the old device before switching Then on the new iPhone, uninstall and reinstall Authenticator so the backup can appear.
5. If the app shows "Authentication did not complete", check these basics on the iPhone:
   • Unlock the Authenticator app
   • Enable notifications
   • Update to the latest app version
   • Switch between Wi‑Fi and mobile data
   • Verify Date & time are correct
6. If none of that works, in Authenticator open the top-level menu and select Send feedback to send logs for diagnostics.

For work accounts, if access is still blocked after these steps, the next action is to contact the organization’s IT support person.

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• Migrate to a new iPhone for work
• Microsoft Authenticator FAQs
• Authentication did not complete
• Troubleshoot problems with Microsoft Authenticator