Authenticator app will not allow me to log in on my phone

Question

Authenticator app will not allow me to log in on my phone

Brittany Moore 0

I need to log into my work account on my phone. When I am prompted to sign in through the authenticator app, it tells me to approve the request in my authenticator app and use the provided number if need be. The odd part is this is all taking place in the authenticator app, and no sign in approval comes through my app. If I am prompted to use the authenticator app on my laptop, no approval comes to my authenticator app on my phone either. It is like I am grid locked out of getting access to my work account on my phone. In most cases it just tells me Sorry, we're having trouble verifying your account. Please try again.

Kai-L 21,095 Reputation points Microsoft External Staff Moderator

2026-11-06T19:10:25.81+00:00
Dear Brittany,

As a forum moderator, I am not able to access your account or delve into the backend systems to diagnose and fix this for you. My role here is limited to providing general guidance and solutions for users to implement themselves. It sounds like the Authenticator registration for your work account is no longer correctly linked to the phone.

First, on the verification page, select Sign in another way or I can’t use my Microsoft Authenticator app right now. If SMS, phone call, security key, or another method appears, use it to sign in. Then open Security info, add Authenticator app, and scan the new QR code. Also check that:

Authenticator is updated.

Notifications are enabled for Authenticator.

The phone is connected to the internet.

Date and time are set automatically.

Battery optimization is disabled for Authenticator.

Any VPN is temporarily disconnected.

If no alternative verification method is offered, contact your organization’s IT administrator. Ask the administrator to reset authentication methods for your account. If you don't know who your IT administrator is, please refer to this article: How do I find my Microsoft 365 admin? - Microsoft Support

I hope this helps. Looking forward to your reply.

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Your answer

Kai-L 21,095 Reputation points Microsoft External Staff Moderator

2026-11-06T19:10:25.81+00:00

Dear Brittany,

As a forum moderator, I am not able to access your account or delve into the backend systems to diagnose and fix this for you. My role here is limited to providing general guidance and solutions for users to implement themselves. It sounds like the Authenticator registration for your work account is no longer correctly linked to the phone.

First, on the verification page, select Sign in another way or I can’t use my Microsoft Authenticator app right now. If SMS, phone call, security key, or another method appears, use it to sign in. Then open Security info, add Authenticator app, and scan the new QR code. Also check that:

Authenticator is updated.

Notifications are enabled for Authenticator.

The phone is connected to the internet.

Date and time are set automatically.

Battery optimization is disabled for Authenticator.

Any VPN is temporarily disconnected.

If no alternative verification method is offered, contact your organization’s IT administrator. Ask the administrator to reset authentication methods for your account. If you don't know who your IT administrator is, please refer to this article: How do I find my Microsoft 365 admin? - Microsoft Support

I hope this helps. Looking forward to your reply.

If the answer is helpful, please click "Yes" and kindly upvote it. If you have extra questions about this answer, please click "Comment".

Note: Please follow the steps in the forum documentation to enable e-mail notifications if you want to receive the related email notification for this thread.