Cannot use authenticator

The number for Authenticator number matching appears on the university app’s sign-in screen, while Authenticator should display a prompt where you enter or select that number.

Try the sign-in again

1. Keep the university app or browser open at the screen displaying the number.
2. Unlock your phone and manually open Microsoft Authenticator; do not rely only on a notification banner.
3. Select your university account if a pending approval request is shown.
4. Enter or select the number displayed by the university app, then approve the request.

If Authenticator contains only a rotating six-digit code, that is a different verification method; return to the university sign-in screen and select Sign in another way if that option is available.

If no approval request appears

Check these phone-side requirements:

• Authenticator → Settings → Notification Settings → Show notifications must be enabled.
• In the phone’s system settings, allow notifications for Authenticator and disable Do Not Disturb/Quiet mode.
• Unlock Authenticator—the entry box might not appear while the app is locked.
• Update Authenticator through the phone’s app store. Microsoft does not support Authenticator versions more than 12 months old.
• Set the phone’s date and time automatically.
• Switch from Wi-Fi to mobile data, or vice versa; temporarily disconnect any VPN.
• In Authenticator settings, select Turn off battery optimization if available.

These are Microsoft’s documented checks for missing authentication prompts and incomplete authentication.^1^^2^

Do not remove the university account from Authenticator unless you have another working sign-in method or your university IT team instructs you to do so; otherwise, you could lose the remaining registration.

If the prompt still never appears

Because this is a university-managed work or school account, contact the university’s IT help desk and ask them to require MFA re-registration for your account. This is especially relevant if you changed phones, restored Authenticator, or reinstalled the app.

An Authentication Administrator can perform the reset as follows:

1. Open Microsoft Entra admin center.
2. Go to Entra ID → Users.
3. Select your account.
4. Select Authentication methods.
5. Select Require re-register MFA and confirm.

That action removes the existing Authenticator and related MFA methods, after which the next sign-in prompts you to register Authenticator again.^3^

Before contacting IT, Authenticator also lets you capture diagnostic information through its top-level menu under Send feedback. For work or school accounts, Microsoft directs users to their organization’s IT administrator after sending the logs.^1^

References

1. [Personal accounts](https://support.microsoft.com/authenticator/troubleshoot-problems-with-microsoft-authenticator)
2. Authentication did not complete | Microsoft Support
3. Manage user authentication methods for Microsoft Entra multifactor authentication