Authenticator App wont work

Question

Hi

I recently changed my phone and the Authenticator app will not give codes for this account, I have tried sign in another way and it redirects to Authenticator which wont work.

I seem to be blocked as when I try to log in to anything it sends me to Authenticator, the Authenticator works for my other accounts but not this one, I have tried self help pages but am not getting anywhere

Please Help

Answer 1

For a work or school account, the effective fix after changing phones is to have the organization’s IT admin reset or require re-registration of MFA for that account. The old Authenticator registration is still tied to the previous device, so sign-in can loop back to Authenticator on the new phone.

Before escalating, check these items on the new phone:

1. Open Microsoft Authenticator and confirm the app opens normally and the affected account is listed.
2. Update Microsoft Authenticator from the device app store.
3. Make sure notifications are enabled for Authenticator.
4. Check network connectivity. Try switching between Wi-Fi and mobile data.
5. Verify the device date and time are correct.
6. Restart the phone.
7. If repeated sign-in attempts may have triggered a block, wait and try again later, or use a different MFA method if one is available.

If the account still redirects only to Authenticator and no code or prompt arrives, the next step is to contact the organization’s IT helpdesk and ask them to reset MFA or require re-registration of multi-factor authentication for that account. After that, the next sign-in should prompt setup of Authenticator again on the new phone.

If the notification is being sent to the old phone instead, approve the sign-in there if it is still accessible, or have the old device removed from the account’s authentication methods.

If support is needed, send Authenticator logs first: open the app, go to the top-level menu, and select Send feedback.

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References:

• Troubleshoot problems with Microsoft Authenticator
• Microsoft Authenticator FAQs
• Authentication did not complete
• Common problems with two-step verification for a work or school account
• Sign in in authenticator app is not working - Microsoft Q&A
• My old phone has broken so I can’t access the old authenticator app so now I can’t log in on the phone as I need the old phone to login which I broken - Microsoft Q&A
• authenticator app issue after changing to a new phone - Microsoft Q&A
• New Phone and Authenticator App - Microsoft Q&A