Locked out of my Authenticator app

If Microsoft Authenticator is prompting for approval, but access to the app is blocked and the phone number on the account is old, the supported recovery path depends on whether any other verification method is still available.

1. At the sign-in prompt, select Other ways to sign in or the option that indicates the Authenticator app cannot be used.
2. If another method is available, use it to complete sign-in.
3. After signing in, go to the Microsoft account Security page, select Manage how I sign in, then select Add a new way to sign in or verify to add a current method.
4. After the new method is confirmed, remove the old phone number from the security info.

If access to some security info is lost, but not all of it:

1. Sign in to the Advanced security options page.
2. Select Add a new way to sign in or verify.
3. Confirm the new method with the security code sent to it.
4. Expand the old security info entry and select Remove.

If access to all security info is lost:

1. Start signing in to the Microsoft account.
2. At Verify your identity, select I don't have any of these.
3. Follow the prompts to replace the security info.
4. After replacement, there is a 30-day wait before sign-in is allowed.

Important points:

• Changing the password does not automatically change the phone number used for verification.
• Do not change all security info at the same time unless necessary, because the account may be restricted for 30 days.
• If verification codes are not arriving, repeated requests can temporarily block code delivery.
• VOIP numbers cannot be added as a way to sign in or receive verification codes.

If the issue is specifically that authentication does not complete in the app, also check:

• Authenticator is unlocked.
• Notifications are enabled.
• The app is updated.
• The device has internet access.
• Date and time are correct.

If those checks do not help, use Send feedback from the Authenticator app menu to send logs for diagnostics.

References:

• Sign in using Microsoft Authenticator | Microsoft Support
• Microsoft account security info & verification codes | Microsoft Support
• Troubleshoot Microsoft verification code issues | Microsoft Support
• Authentication did not complete | Microsoft Support