Authenticator app

Question

I am having issues with Authenticator app, it will not generate codes needed to access other company websites

Answer 1

If Microsoft Authenticator is not generating codes for company sites, use this check order:

1. Open Microsoft Authenticator and confirm the work account is still listed.
   • If the account is missing, the app cannot generate codes or receive approvals.
2. Make sure the app is unlocked.
   • An "Authentication did not complete" error can happen if the app is locked.
3. Check internet only if the site expects a push approval.
   • Verification codes do not require internet.
   • Sign-in notifications and approval responses do require internet.
4. Update Microsoft Authenticator from the device app store.
   • An outdated app version can prevent authentication from completing.
5. Check device date and time settings.
   • Incorrect date/time can affect authentication.
6. Restart the device.
7. If this is a work or school device, update Company Portal and confirm the device is compliant.
   • Android users with Company Portal versions below 2111 (5.0.5333.0) can’t register Authenticator until Company Portal is updated.
8. If the app shows prompts instead of codes, the site may be using notification approval or number matching rather than a one-time code.
   • In that case, open the Authenticator app, refresh if needed, and approve the request there.
9. If the account appears in the app but still does not generate codes after reinstalling or changing phones, the Authenticator registration may no longer be valid.
   • For a company account, contact the IT admin or helpdesk and ask for the MFA methods to be reset or for re-registration to be required.
   • If all steps fail, send logs from Authenticator: open the app menu, then select Send feedback before contacting support.

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• Troubleshoot problems with Microsoft Authenticator
• Microsoft Authenticator FAQs
• Authentication did not complete
• Authentication methods in Microsoft Entra ID - Microsoft Authenticator app
• Authentication methods in Microsoft Entra ID - Microsoft Authenticator app
• Microsoft Authenticator App - Microsoft Q&A
• Authenticator App Does Not Receive Verification Codes - Microsoft Q&A

Answer 2

Hello

This behavior can be caused by several different factors, so I would like to ask a few questions to better understand the situation and help narrow down the possible cause:

1/ Were you previously able to access these company websites successfully using codes generated by the Authenticator app?

If yes, have you recently reinstalled the Authenticator app or changed to a new phone/device?

2/ Are you receiving any notifications from the Authenticator app on your mobile device?

Please verify that notifications are enabled for the Authenticator app in your phone's settings.

3/ What type of account are you using in the Authenticator app?

• A work (@companyname___) or school account(@edu___) provided from an organization
• A personal Microsoft account (@outlook.com, @hotmail.com)

3/ Are you unable to generate codes for all accounts in the Authenticator app, or only for a specific company website?

4/ When you open the account inside the Authenticator app, do you see:

-> A rotating 6-digit verification code?/Any error message?/ A request to re-add or verify the account?

5/ Has the date and time on your mobile device been set to update automatically?

If your account is managed by an organization, you may also reach out to your IT administrator. They can review your authentication settings and, if necessary, reset or re-register the Authenticator method associated with your account.

Looking forward to hearing from you!