Authenticator app

This usually happens after moving to a new phone because the Authenticator registration did not transfer, or the app cannot complete sign-in on the new device. Common causes include the app being locked, notifications being disabled, an outdated app version, network issues, or incorrect device date and time.

Try these steps in order:

1. Open Microsoft Authenticator and make sure the app is unlocked.
2. Check notifications for Microsoft Authenticator and make sure they are enabled. Silent or disabled notifications can prevent the prompt from appearing.
3. Make sure the phone has internet access. If currently on Wi-Fi, try mobile data, and vice versa. Also make sure Airplane mode is off.
4. Update Microsoft Authenticator to the latest version. Versions older than 12 months are not supported.
5. In Authenticator, go to Settings and turn off battery optimization for the app.
6. In Settings > Notification Settings, make sure Show notifications is turned on.
7. Check that the phone’s Date & time are correct.
8. If using a VPN, disconnect it and test again.
9. If the app still cannot complete sign-in, remove the account from Authenticator and try adding it again.
10. Restart the phone and try again.

If the message is specifically “Authentication did not complete”, also check text messages in case a verification code arrived silently.

If this is a work or school account and the only sign-in method was the old phone, the next step is to contact the organization’s IT admin so the authentication method can be reset or re-registered.

If this is a personal Microsoft account and there is another verification method available, add a new sign-in method from the Microsoft account Security page under Manage how I sign in. If access to all security info is lost, select I don’t have any of these during sign-in and follow the replacement process. Be aware that replacing all security info can trigger a 30-day wait before sign-in is allowed.

If the issue continues, send logs from Authenticator using Send feedback in the app menu before contacting support.

References:

• Authentication did not complete | Microsoft Support
• Troubleshoot problems with Microsoft Authenticator | Microsoft Support
• Microsoft account security info & verification codes | Microsoft Support
• Troubleshoot Microsoft verification code issues | Microsoft Support
• Common problems with two-step verification for a work or school account
• Microsoft Authenticator Sign In Issue - Microsoft Q&A
• Cannot sign back into authenticator app - Microsoft Q&A