Troubleshoot problems with Microsoft Authenticator (2024)

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Microsoft Authenticator

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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

How do I fix Microsoft Authenticator problem? ›

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.

How do I get Microsoft Authenticator to work again? ›

- Turn on the Cloud backup toggle and sign in to your personal Microsoft account. - Wait for the backup to complete and then close the app. - 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.

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.

Why is my Authenticator app not allowing me to enter the code? ›

Microsoft Authenticator App Issues: There could be a temporary issue with the Microsoft Authenticator app, or the app may not be configured correctly. Try uninstalling and reinstalling the app to see if this resolves the issue. Microsoft Account Issues: There could be a temporary issue with your Microsoft account.

How do I troubleshoot my Authenticator? ›

Troubleshooting Microsoft Authenticator App on Android & iPhone
  1. 1 Turn on push notifications.
  2. 2 Restart your phone.
  3. 3 Update the app and your phone.
  4. 4 Check your internet connection.
  5. 5 Enable location services.
  6. 6 Disable your VPN.
  7. 7 Turn off Battery Optimization (Android).
Dec 4, 2023

What to do if you can t access your Authenticator? ›

Google Authenticator apps are tied to a particular device and cannot be recovered remotely. But it is possible to recover Google Authenticator access to your account by logging in through a new phone or using the recovery codes provided when you first logged in.

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 can I restore my Authenticator? ›

As long as you've updated Google Authenticator and it's connected to your Google account, you can restore Authenticator from the cloud. If you aren't backing up Authenticator, you can manually transfer your accounts to a new device or restore using your QR code.

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

How do I update Microsoft Authenticator app? ›

Open the App Store app. Tap the "Updates" tab. If the Microsoft Authenticator app is listed under "Available updates," tap "Update."

How to reset Microsoft authentication methods? ›

Navigate to Azure Active Directory > Users > All users > Choose the user you wish to perform an action on > select Authentication methods > Require Re-register MFA. Once this is done, the next time the user signs in, he/she will be requested to set up a new MFA authentication method.

Why is my Microsoft Authenticator not working? ›

Make sure you run the latest version of Authenticator. Tap Settings and make sure App updates is turned on. Make sure the device requires a PIN or biometric to unlock (lock screen). Try to re-enable faceID or fingerprint in the device settings and restart the device.

Why does my Authenticator keep saying wrong code? ›

The most common cause for "Incorrect Code" errors is that the time on your Google Authenticator app is not synced correctly. Follow the instructions to make sure that you have the correct time in your Google Authenticator app.

How do I fix my Authenticator code? ›

Steps to fix Incorrect Code errors with Two-Factor Authentication
  1. Go to the Main Menu on the Google Authenticator app.
  2. Select Settings.
  3. Select Time correction for codes.
  4. Select Sync now.

How do I stop Microsoft from asking for Authenticator? ›

The global admin can use the following steps to disable multi-factor authentication for an account: Go to Office 365 Admin Center > Users > Active users > Click More next to +Add a user > Multifactor Authentication setup. Check an account>click Disable under quick steps on the right.

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 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.

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