I installed the Authenticator app on a new iphone

This usually happens when the new iPhone is not fully set up as the authentication device yet, so the app can show a code or prompt but the account is not ready to complete sign-in on that device.

Try these checks first:

1. Unlock Microsoft Authenticator on the iPhone.
   • If the app is locked, the approval or number-entry box might not appear.
2. Make sure notifications are enabled for Authenticator.
   • Silent or disabled notifications can prevent the sign-in prompt from completing.
   • If a prompt does not appear, open Authenticator manually and check for a new sign-in request.
3. Update the app.
   • Use the latest version of Microsoft Authenticator. Versions older than 12 months are not supported.
4. Check connectivity.
   • Switch between Wi‑Fi and mobile data.
   • Make sure Airplane mode is off.
   • If using VPN, disconnect it and try again.
5. Check device time settings.
   • Make sure the iPhone date and time are correct.
6. If the sign-in page offers another method, select Other ways to sign in and then choose either:
   • Approve a request on my Microsoft Authenticator app, or
   • another available verification method if one is listed.
7. If the app is asking to finish passwordless setup and shows You haven't finished yet, add the account directly in Authenticator:
   • Open Authenticator.
   • Select + Add account.
   • Choose the account type.
   • Select Sign in with Microsoft and enter the username and password.
   • Complete the verification method shown.

If the account is a work or school account and the new phone still cannot complete sign-in, the MFA method may need to be reset by the organization’s IT admin. If this is the only Global Administrator account and access is completely blocked, contact Microsoft Support by phone so a support ticket can be created for account recovery.

If none of the checks above work, send diagnostic logs from the app:

• Open Authenticator.
• Go to the app’s top-level menu.
• Select Send feedback.

• Authentication did not complete
• Sign in using Microsoft Authenticator
• Troubleshoot problems with Microsoft Authenticator
• Error message "You haven't finished yet" with passwordless sign-in
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