Troubleshoot problems with Microsoft Authenticator (2024)

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Account security tools

Microsoft Authenticator

  • About
  • Download
  • Add accounts
  • Signing in
  • Import passwords
  • Back up accounts
  • Restore accounts
  • FAQs
  • Troubleshooting
  • Entra authentication for IT admins

Multi-factor authentication

  • What is two-step or multi-factor authentication?

Passkeys

  • Signing in with a passkey
  • Passkeys for Windows
  • Passkeys for IT admins

You can resolveproblems with Microsoft Authenticator by checking the tips in this article and reviewing some of the known errors.

Tips:

  • If you're using mobile data, try switching to Wi-Fi and vice-versa.Make sure Airplane mode is off.

  • Make sure you're using the latest version of Authenticator - Microsoft does not support any app versions more than 12 months old. Tap Settings and make sure App updates is turned on. Get the latest.

  • Tap Settings and select Turn off battery optimization for better sync performance.

  • Tap Settings > Notification Settings and make sure Show notifications is turned on.

  • Make sure your device is up to date, and that any other security apps (such as Microsoft Defender and Intune Company Portal) are also up to date. Make sure the device's  Date & time are correct too.

  • If you're using VPN, try disconnecting to see if the issue persists.


Select the headings below to see more information.

Microsoft Authenticator acts as a secure repository for your account credentials to help you authenticate and access various applications conveniently.

Authenticator may list inactive accounts that are created by other applications that use Authenticator for single sign-on support. These inactive accounts don't need any management and can be safely ignored.

Authenticator will deny authentications where there is a discrepancy between GPS-reported locations.

Authenticator push notifications can include your location to provide better sign-in security. The app uses your phone's operating system to providethe location, and in some cases, may show anincorrect or approximate address.

Authenticator requires your mobile device clock to accurately report your local time. If your device clock is set to manual, reconfigure your system clock to automatic. After updating your clock, restart your device and make sure the new time is set correctly.

If you're getting notifications, but not an alert, even with your ringer on, you should check your app settings. Make sure the app is turned on to use sound or to vibrate for notifications. If you don't get notifications at all, you should check the following conditions:

  • Is your phone in Do Not Disturb or Quiet mode? These modes can prevent apps from sending notifications.

  • Can you get notifications from other apps? If not, it could be a problem with the network connections on your phone, or the notifications channel from Android or Apple. You can try to resolve your network connections through your phone settings. You might need to talk to your service provider to help with the Android or Apple notifications channel.

  • Can you get notifications for some accounts on the app, but not others? If yes, remove the problematic account from your app, add it again allowing notifications, and see if that fixes the problem.

Go to your device's Settings and make sure push notifications are enabled and you have network connectivity. You can also remove your account and attempt the sign-in again. If you are still not able to add your account, please contact Support for personal accounts or reach out to your IT admin for work/school accounts.

In order to use Authenticator on Android for your work or school account, push notifications for the app must be enabled and Google Play Services and the Google Play Store must be downloaded and enabled.

If you still have trouble, check these settings:

  • Make sure the device requiresa PIN or biometric to unlock. Tryto re-enable faceID or fingerprint in the device settings andrestartthe device. Use the faceID or fingerprintto unlock the device after restart, then try to re-enable passwordless for the account in Microsoft Authenticator.

  • If you are using Android for Work or Work Profile, make sure thePIN or biometric isenabled for the profile in Microsoft Authenticator.

  • Make sure the device hashardware encryption enabled.For steps to enable hardware encryption, see Encrypt your Android device .

  • Make sure the device is registered.Open Authenticator > Settings > Device Registration.Make surethe accountisregistered for passwordless andisjoined to you work or school. Sign-in with this account on the device registration page, then try enabling passwordless for the account.

  • Check that your phone is not running any malware likearootkit for example.

If you are still not able to add your account, please contact Support or reach out to your IT admin.

Go to your device's Settings and make sure push notifications are enabled and you have network connectivity. You can also remove your account and attempt the sign-in again. If you are still not able to add your account, please contact Support for personal accounts or reach out to your IT admin for work/school accounts.

Please contact Support for personal accounts or reach out to your IT admin for work/school accounts.

In order to use Authenticator on Android for your work or school account, push notifications for the app must be enabled and Google Play Services and the Google Play Store must be downloaded and enabled.

If you still have trouble, check these settings:

  • Make sure the device requires a PIN or biometric to unlock. Try to re-enable faceID or fingerprint in the device settings and restart the device. Use the faceID or fingerprint to unlock the device after restart, then try to re-enable passwordless for the account in Microsoft Authenticator.

  • If you are using Android for Work or Work Profile, make sure the PIN or biometric is enabled for the profile in Microsoft Authenticator.

  • Make sure the device has hardware encryption enabled. For steps to enable hardware encryption, see Encrypt your Android device.

  • Make sure the device is registered. Open Authenticator > Settings > Device Registration. Make sure the account is registered for passwordless and is joined to your work or school. Sign-in with this account on the device registration page, then try enabling passwordless for the account.

  • Check that your phone is not running any malware like a rootkit for example.

If you are still not able to add your account, please contact Support or reach out to your IT admin.

Go to Settings and make sure push notifications are enabled and you have network connectivity. You canalso remove youraccount and attempt the sign in again.If you are still not able to add your account, please contact Support or reach out to your IT admin.

The most common cause of failed imports is incorrect formatting in the CSV file. One of the following steps could help youtroubleshoot the issue.

  • If we don’t currently support importing the format of your password manager, try creating your CSV file manually using the steps in Export by creating a CSV, above.

  • Ensure that the first row of your exported CSV contains a header with three columns: URL, username, and password, and ensure that each row contains a value in the URLandpasswordcolumns.

If nothing else works, please report your issue using the Send Feedbacklink from Authenticator settings.

Need more help?

Personal accountsWork/school accounts

If you tried all of these steps and are still having issues, we recommend sending your log files for diagnostics. Open the app, go to the app’s top-level menu, and then select Send feedback.

After that, contact Support or go to the Microsoft Authenticator app forum and explain the problem you're seeing and the steps you tried.

If you tried all of these steps and are still having issues, we recommend sending your log files for diagnostics. Open the app, go to the app’s top-level menu, and then select Send feedback.

After that, reach out to your IT admin.

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Troubleshoot problems with Microsoft Authenticator (2024)

FAQs

Troubleshoot problems with Microsoft Authenticator? ›

If you're using mobile data, try switching to Wi-Fi and vice-versa. Make sure Airplane mode is off. Make sure you're using the latest version of Authenticator - Microsoft does not support any app versions more than 12 months old. Tap Settings and make sure App updates is turned on.

Why is my Microsoft Authenticator not working? ›

If Microsoft Authenticator isn't working, make sure notifications are on, your connection is stable, and the app has access to your location. If Authenticator stopped working when you switched to a new phone, you'll need to restore from a backup.

How do I get Microsoft Authenticator to work again? ›

- On your new device, open the Authenticator app and select Begin recovery before signing in. - Sign in to the same personal Microsoft account that you used for the backup. - Wait for the recovery to complete and then check your data.

How can I reset my Microsoft Authenticator? ›

Resetting Microsoft Authenticator
  1. Open Microsoft Authenticator on your device.
  2. In the “Settings” menu, usually found at the top right corner of the screen, scroll down and select “Accounts”.
  3. Choose the account you want to reset by tapping it.
  4. Then tap “Remove account” or a similar option.
  5. Follow the prompts to confirm.

What do I do if my Authenticator code is not working? ›

Authenticator apps rely on the time set on your device to create the authentication code. If the time on your device does not match the time on your computer then the code will not work. Check the time and date on your phone and make sure they match the computer or device you are logging in from.

What happens if I can't access my Authenticator? ›

If you can't access your Authenticator app, you can use alternative methods for logging into accounts. These may vary by platform, but here are some of the most common alternative verification methods: Text code: Entering a code sent via SMS is a common way to verify a user is legitimate.

Why am I not getting a verification code from Microsoft Authenticator? ›

The Microsoft Authenticator app requires an internet connection to send verification codes. Check if the app has the necessary permissions to send notifications. On your mobile device, go to Settings > Apps > Microsoft Authenticator > Permissions, and ensure that the app has permission to send notifications.

Can I delete and reinstall Microsoft Authenticator? ›

If you accidentally deleted the Microsoft Authenticator app and can't log in to your accounts anymore, here's what you can do: Firstly, go to your phone's app store (like the App Store for iPhones or Google Play Store for Android) and download the Microsoft Authenticator app again.

How do I get Microsoft Authenticator to work? ›

Open the Authenticator app, select the plus icon and select Add account, and then select Work or school account, followed by Scan a QR Code. If you don't have an account set up in the Authenticator app, you'll see a large blue button that says Add account.

How do I regain access to Authenticator? ›

How to recover Microsoft Authenticator
  1. Check if you have a backup. This makes the recovery process much easier.
  2. Reinstall the app. Get it from your device's app store. ...
  3. Open the app. You may need to create an account if it's your first time.
  4. Initiate recovery. ...
  5. Verify identity. ...
  6. Restore accounts.

How do I update Microsoft Authenticator? ›

How to update your Microsoft Authenticator App for a work/school account
  1. Download the Microsoft Authenticator App, here for Android or here for iPhone.
  2. On another device, follow this link and sign in with your work / school account.
  3. Click on your profile in the top right and go to "View Account"
  4. Go to "Security Info"
Oct 8, 2020

How do I get past Microsoft Authenticator? ›

Steps to bypass Microsoft Authenticator
  1. Go to your Microsoft account's Security settings.
  2. Select the two-factor authentication option.
  3. Choose the method you used for two-factor, like a phone number or email.
  4. Click to turn off two-factor authentication.
  5. Confirm and follow any extra prompts.

How do I unlock my Microsoft Authenticator account? ›

If you are unable to unlock the authenticator app on your Android phone using biometric access, you can try the following steps:
  1. Use your device passcode or PIN to unlock your phone.
  2. Open the authenticator app.
  3. Enter your secret key or QR code manually to add the account to the authenticator app.
Mar 20, 2023

Why won't Microsoft Authenticator work? ›

If you're using mobile data, try switching to Wi-Fi and vice-versa. Make sure Airplane mode is off. Make sure you're using the latest version of Authenticator - Microsoft does not support any app versions more than 12 months old. Tap Settings and make sure App updates is turned on.

Why does my authenticator app keep saying invalid code? ›

If you are using the Google Authenticator App on an Android device and are continuously getting an Invalid Code message, the Authenticator app itself may be out of Sync with Google's Servers.

How do I set up my authenticator app again? ›

How do I set up the Authenticator app again if I delete it?
  1. Install the Microsoft Authenticator app onto your smartphone - do not try to log into the app.
  2. On an alternative device (laptop etc) go to the Security Info section of My Microsoft Sign-ins - use your university email address and usual password to sign in.

Why is Microsoft not sending me a code to my phone? ›

Note: If you're still not receiving verification codes, you may have to choose another method, or wait until you can access the phone or email you've listed. To protect your account and its contents, our support agents are not allowed to send verification codes or access and change account details.

Why is my Authenticator app not asking for authentication? ›

Restart the app: Try closing the Authenticator app and reopening it. This may help reset the app and prompt it to start asking for approval again. Restart your device: Sometimes a simple restart of your device can help fix any app-related issues.

How to get Microsoft Authenticator to work? ›

Open the Authenticator app, select the plus icon and select Add account, and then select Work or school account, followed by Scan a QR Code. If you don't have an account set up in the Authenticator app, you'll see a large blue button that says Add account.

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