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Microsoft Authenticator can fail in several different ways: a notification may not arrive, a number-matching prompt may be confusing, a six-digit code may appear invalid, or a work account may require registration again. The right fix depends on which authentication method is failing.
Before changing accounts or reinstalling the app, identify the sign-in method and work through the low-risk checks below. Do not remove a work or school account until you have another way to sign in or an administrator who can reset your MFA registration.
First, identify what Authenticator is supposed to do
Microsoft Authenticator supports multiple authentication flows:
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1Clear out junk files and repair common Windows errors2Fix the driver behind crashes, sound loss and screen glitches3Repair Windows errors before they cause bigger problems| Authentication method | What you should see | Internet required? |
|---|---|---|
| Push approval | A notification asking you to approve or deny a sign-in | Yes |
| Number matching | The sign-in page displays a number; you enter or select that number in Authenticator and tap Approve | Yes |
| One-time password (OTP/TOTP) | A six-digit code that refreshes approximately every 30 seconds | No—the code is generated locally |
| Passwordless sign-in | A number to enter in Authenticator, followed by a device PIN or biometric check | Yes |
A work or school account configured for push approval may not display a six-digit code at all. Conversely, an OTP code can continue working when the phone is offline, while push approval cannot.
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For more information, see Microsoft’s Authenticator listing and documentation for passwordless sign-in.
1. Update Authenticator and your phone
Microsoft does not support Authenticator versions that are more than 12 months old. Open Authenticator and go to:
Settings > App updates
Enable app updates. Then check the app store manually:
- Open the App Store on an iPhone or Google Play Store on Android.
- Search for Microsoft Authenticator.
- Install any available update.
- Install pending operating-system updates.
Also update related work or security apps, including Microsoft Defender and Intune Company Portal, if your organization uses them.
On iPhone and iPad, the current App Store listing requires iOS 17.0 or later. Android compatibility can vary by device and operating-system version, so check the current Google Play listing.
2. Turn on Authenticator notifications
There are two notification controls: Authenticator’s own setting and the phone’s system permission. Both must allow alerts.
Inside Authenticator
Open:
Settings > Notification Settings
Turn on Show notifications.
On iPhone
- Open Settings > Apps > Authenticator > Notifications.
- Turn on Allow Notifications.
- Enable the alert locations you need, such as Lock Screen, Notification Center, Banners, and Sounds.
Also check whether Focus is silencing the app:
Settings > Focus > [active Focus] > Apps
Add Authenticator under Allow Notifications From, or temporarily turn off the active Focus mode.
On Android
- Open the phone’s Settings.
- Open the app-management or notification page for Microsoft Authenticator.
- Confirm that notifications are allowed.
- Allow alerts, sound, and vibration if your phone provides separate controls.
Menu names differ between Samsung Galaxy, Google Pixel, Motorola, and other Android phones. Search Settings for Authenticator notifications if you cannot find the app page.
Do Not Disturb, Quiet mode, silent notification categories, and Focus can make an approval appear without sound or prevent it from being obvious. Check those modes before assuming the request was never sent.
3. Remove battery restrictions
Android battery optimization can stop Authenticator from checking for approval requests in the background. In Authenticator, Microsoft’s current path is:
Settings > Turn off battery optimization
Confirm the change, then check the phone’s battery settings for additional restrictions. Set Authenticator to an unrestricted or optimized-not-restricted mode where available.
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If notifications work for one account but not another, Microsoft recommends removing the affected account and adding it again while allowing notifications. Do this only after confirming that you have a recovery method or administrator support.
4. Check the network connection
Push approvals, number matching, and passwordless sign-in need network connectivity. Try these tests:
- Make sure Airplane mode is off.
- Switch from Wi-Fi to mobile data, or from mobile data to Wi-Fi.
- Temporarily disconnect a VPN.
- Open a normal webpage to confirm that the phone can reach the internet.
If the problem occurs only on a company Wi-Fi network or VPN, the network may be blocking or delaying the connection. Contact your organization’s IT team if the issue affects a work account.
A TOTP code shown in the app is different. It is generated on the device and normally does not require an internet connection.
5. Set the date and time automatically
An incorrect phone clock can cause an approval request to appear expired or make an OTP code fail validation.
- Open the phone’s date and time settings.
- Enable automatic date and time.
- Enable automatic time zone if that option is available.
- Restart the phone.
- Try the sign-in again.
Do not manually adjust the clock to make a code appear valid. The device and Microsoft service must use an accurate, synchronized time.
6. Understand number matching
Number matching is not a code that Authenticator generates. The sign-in page displays a number, and Authenticator asks you to enter or select that same number.
For passwordless phone sign-in, the flow is:
- Start signing in on the computer or phone.
- Note the number shown on the sign-in screen.
- Open Authenticator and enter or select that number.
- Tap Approve.
- Confirm with your device PIN, fingerprint, or facial recognition.
Users cannot disable number matching themselves when the organization’s sign-in policy requires it. If the sign-in page says to enter a number but Authenticator shows no prompt, unlock the app, check notifications and connectivity, and confirm that the correct account is registered.
Microsoft explains this process in its documentation on number matching.
7. Unlock Authenticator before approving
If Authenticator is protected by an app PIN or biometric lock, the approval field may not appear until the app is unlocked.
- Open Authenticator directly instead of tapping only the notification.
- Unlock it with the app PIN or biometric method.
- Return to the sign-in request and try again.
Microsoft lists a locked app as one possible cause of the “Authentication did not complete” message.
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8. Check Android requirements for work and school accounts
Push notifications and passwordless sign-in for a work or school account may depend on more than Authenticator itself. Confirm the following:
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- Google Play Services is installed and enabled.
- Google Play Store is installed and enabled.
- A device PIN or biometric lock is configured.
- Hardware encryption is enabled.
- The device is registered with the organization when passwordless sign-in is used.
To check registration in Authenticator, open:
Settings > Device Registration
Android Work Profile users may also need a separate PIN or biometric lock for the work profile. Google Play Services supports devices running Android 7.0/API level 24 and later, although that is not necessarily the minimum Android version for every Authenticator feature.
9. Treat root or jailbreak warnings as a security block
Microsoft began introducing jailbreak and root detection for work and school Microsoft Entra credentials in Authenticator in February 2026. If the device is detected as rooted or jailbroken, Entra credentials may stop functioning.
This is not normally fixed by reinstalling Authenticator. Return the phone to a supported, non-rooted or non-jailbroken state, or ask the organization for another approved authentication method.
10. Fix QR-code scanning problems
Microsoft requires the latest Authenticator version to add an account by scanning a QR code. If scanning fails:
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- Open the phone’s privacy settings and allow Authenticator to use the camera.
- Generate a new QR code from the service’s current security setup page.
- Try adding the account again.
- Contact your organization’s administrator if a work or school account still cannot be registered.
Camera access is used when adding work, school, and non-Microsoft accounts by QR code.
11. Re-add an account carefully
Removing an account deletes its local registration from Authenticator. A work or school account generally must be registered again through the organization’s security-information process.
Before removing anything, make sure you have at least one of these:
- Another working sign-in method.
- A recovery phone number or email address.
- A functioning old phone.
- An administrator who can reset your MFA registration.
For work or school accounts, available methods are listed at mysignins.microsoft.com/security-info. If you can sign in, use that page to add a replacement method before deleting the broken registration.
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12. Re-register a work or school account
If the account is visible in Authenticator but push approval, number matching, or passwordless sign-in remains broken, the registration itself may need to be recreated.
For the user
Open your organization’s Security info page and add Authenticator again, provided another authentication method lets you sign in. Follow the QR-code setup process and approve the test request.
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For an administrator
An administrator with at least the Authentication Administrator role can use the current Microsoft Entra admin center path:
Entra ID > Users > [select the user] > Authentication methods > Require re-register MFA
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This action deletes the user’s phone numbers, Microsoft Authenticator registrations, and software OATH tokens. At the next sign-in, the user is prompted to configure a new MFA method.
The older authentication-method management experience retired on September 30, 2025. Instructions referring to the old Azure AD MFA user-state interface may no longer match the current admin center.
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Authenticator backup is useful, but it is not a complete clone of every account registration.
What restores and what does not
| Account or backup detail | What to expect |
|---|---|
| Device type | Restore works from iOS to iOS or Android to Android, not between iPhone and Android. |
| Work or school account | The account name may return, but you must sign in again to complete setup. |
| Microsoft personal account using passwordless sign-in | You must sign in again after restoration. |
| Third-party OTP accounts | Rotating codes can be restored. |
| Recovery account | Use the personal Microsoft account that created the backup. |
If the restore option is missing, Microsoft says to remove or sign out of all accounts before opening the restore flow. Then choose:
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Restore from backup
If an account says Sign in to restore your account, tap Sign in and complete verification. If it says Action required, open the account tile and select the sign-in or recovery option.
Turn on backup
On Android, open:
More (…) > Settings > Cloud Backup
Turn on Cloud Backup, select the personal Microsoft account to use as the recovery account, and tap OK.
To replace the account currently used for backup:
More (…) > Settings > Cloud Backup > turn off > OK
Turn Cloud Backup on again and choose Continue or Change account.
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On iOS, iCloud Drive, iCloud Keychain, and iCloud Backup must also be enabled. Do not delete the old registration until you know the new phone can be recovered or re-registered.
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Common error messages and their fixes
| Message or symptom | What to try |
|---|---|
| “Enable push notifications to receive alerts” | Enable Authenticator and system notifications, check connectivity, and retry. If it continues, remove and re-add the account or ask IT to re-register it. |
| “Google Play services are currently unavailable on this device” | Enable Google Play Services and Google Play Store. Check the device lock, hardware encryption, registration, and Work Profile requirements. |
| “Authentication did not complete” | Unlock Authenticator, enable alerts, update the app, check the network and clock, and confirm that the account password is correct. |
| Gray or inactive account tile | This can be an inactive account created by another application for single sign-on. It can generally be ignored if it is not needed for authentication. |
| No six-digit code | The account may use push approval, number matching, or passwordless sign-in instead of OTP. |
Do not confuse Authenticator with Microsoft password storage
Authenticator’s autofill feature stopped working in July 2025, and passwords stopped being accessible in Authenticator beginning in August 2025. Guides telling you to repair password autofill or retrieve stored passwords from Authenticator are outdated. Authenticator should now be treated as an authentication app, not as Microsoft’s password-storage location.
When to contact IT or Microsoft
A local phone setting will not fix every Authenticator problem. Contact your organization’s IT administrator when:
- Your work or school account cannot be re-registered.
- You are locked out and have no alternate authentication method.
- Conditional Access or device-compliance requirements reject the phone.
- The organization requires a Work Profile, device registration, or Intune enrollment.
- An administrator has to select Require re-register MFA.
If the app opens but still fails after the checks above, use:
Authenticator > Settings > Send feedback
Sending feedback from inside the app can include diagnostic logs. Include the exact error message, phone model, operating-system version, account type, and whether the problem affects push, number matching, passwordless sign-in, or OTP.
FAQ
Why is Microsoft Authenticator not showing a six-digit code?
The account may be configured for push approval, number matching, or passwordless sign-in. Those methods do not necessarily display an OTP code. A six-digit code appears only when the account is configured for one-time-password authentication.
Why am I not receiving Microsoft Authenticator notifications?
Open Authenticator and enable Settings > Notification Settings > Show notifications. Then check the phone’s notification permission, Focus or Do Not Disturb, battery optimization, internet connection, and VPN. On Android, also check Google Play Services and Google Play Store.
Can I turn off number matching in Microsoft Authenticator?
Not as an end user when the organization’s Authenticator push policy requires number matching. Enter the number shown on the sign-in page in Authenticator, then approve the request.
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1Repair Windows errors before they cause bigger problems2Fix the driver behind crashes, sound loss and screen glitches3Clear out junk files and repair common Windows errorsWill deleting and reinstalling Authenticator fix it?
Not necessarily. Reinstallation can remove local account registrations. Check backup and confirm an alternate sign-in method or administrator support first, especially for work and school accounts.
Can I restore Authenticator from iPhone to Android?
No. Microsoft supports backup restoration only between the same device types: iOS to iOS or Android to Android. Work and school accounts also require sign-in again after restoration.
Why does Authenticator say authentication did not complete?
Microsoft lists a locked app, disabled or silent notifications, an outdated app, network problems, an incorrect device clock, or a forgotten account password as possible causes. Check each of these before re-registering the account.
The Bottom Line
Start with updates, notifications, battery restrictions, connectivity, and automatic date and time. Then verify that you are using the correct flow—push, number matching, passwordless sign-in, or OTP. Avoid clearing app data or deleting a work account until backup and recovery options are confirmed. If the registration is broken or the organization’s policies reject the device, an administrator may need to reset MFA from Entra ID > Users > [user] > Authentication methods > Require re-register MFA.
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