Authenticator does not let me log in

If Authenticator asks you to approve the sign-in but no request appears in the app, select another verification method; if none is available, a work or school administrator must reset your MFA registration.

1. Check for an existing approval request

1. Leave the sign-in page open and note any number displayed.
2. Open Microsoft Authenticator on your phone and unlock it.
3. Select New sign-in request, or tap the notification.
4. Enter or select the matching number, then tap Approve.

Authenticator must already have been added to that account before it can approve a request.^1^

Only approve a request that you initiated. Deny unexpected requests.

2. If no request or account appears

On the sign-in page, select one of these options:

• Other ways to sign in
• Use a different verification option
• I don’t have my Authenticator app

Then use a previously registered method, such as SMS, phone call, email, security key, or recovery code. After signing in, add Authenticator again through the account’s Security info page.

If the account is listed but notifications do not arrive:

1. Unlock Authenticator and open the account directly.
2. Enable Authenticator notifications in the phone’s settings.
3. Confirm the phone has Internet access and automatic date/time enabled.
4. Update Authenticator from the device’s app store.
5. Switch between Wi-Fi and mobile data.

Microsoft also recommends using Authenticator → menu → Send feedback before contacting support if the problem continues.^2^

3. Work or school account with no alternative method

Contact your organization’s IT help desk and request an MFA re-registration. An Authentication Administrator should:

1. Sign in to the Microsoft Entra admin center.
2. Open Entra ID → Users.
3. Select your user account.
4. Open Authentication methods.
5. Select Require re-register MFA.
6. If necessary, also select Revoke sessions.

Require re-register MFA removes the registered Authenticator and other MFA methods, so the next sign-in prompts you to configure them again. Revoke sessions invalidates existing refresh tokens and forces reauthentication.^3^

After the reset:

1. Start signing in again on a computer.
2. Install or open Authenticator.
3. Choose + → Work or school account.
4. Scan the QR code shown during registration.
5. Complete the test approval.

Do not delete the Authenticator entry again until the replacement method has been registered and tested.

4. Personal Microsoft account

Use Other ways to sign in and choose any recovery method or saved recovery code. If none is available, submit the Microsoft account recovery form:

https://account.live.com/acsr

If recovery is unsuccessful, contact Microsoft Support—possibly using another Microsoft account:

https://support.microsoft.com/contactus

Support can guide you through account recovery, but cannot simply bypass two-step verification.^4^

References

1. Sign in using Microsoft Authenticator | Microsoft Support
2. Troubleshoot problems with Microsoft Authenticator | Microsoft Support
3. Manage user authentication methods for Microsoft Entra multifactor authentication
4. Help with Authenticator - Microsoft Q&A