If Microsoft Authenticator is not working, first update the app, check your connection and phone settings, and confirm the device clock is correct. For a missing approval prompt, check notification permissions and any older phone where the account may still be registered. If you changed phones, keep the old one until you have restored the backup and signed in to accounts that need reactivation.
Start with the app and phone basics
These checks address common problems with notifications, code synchronization and sign-in completion. Microsoft says Authenticator versions more than 12 months old are unsupported, so check your phone’s app store for an update.
- Update Authenticator and your phone. Install any available app update, then check for operating-system updates.
- Check connectivity. Confirm Airplane mode is off and the phone has internet access. Switch between Wi-Fi and mobile data; if you use a VPN, temporarily disconnect it to test whether it is interfering.
- Check the clock. Set date and time to automatic, then confirm the displayed local time is correct. An inaccurate clock can make a code appear expired.
- Review battery settings. If synchronization or notifications are unreliable, turn off battery optimization for Authenticator and test again.
These are Microsoft’s recommended troubleshooting checks in its Authenticator troubleshooting guide. Microsoft’s app requirements and help pages can change, so use the current version of that guidance if a setting name differs on your phone.
Fix a missing approval notification
Check Authenticator and phone notification settings
- Make sure notifications are enabled for Authenticator both inside the app, where applicable, and in the phone’s operating-system settings.
- Check whether Do Not Disturb, Focus or Quiet mode is silencing alerts.
- See whether other apps can deliver notifications. If they cannot, the issue may be with the phone’s notification or network settings rather than the Authenticator account.
Check for an older registered phone
A prompt may be going to an older device where Authenticator is still active. Check that phone before assuming the sign-in request failed. For a prompt related to credential registration, Microsoft says it may be sent to the device where Authenticator was last used. You can also choose another verification method already available on the account, or remove an old device from the account’s security settings when appropriate. Microsoft explains this behavior in its Microsoft Authenticator FAQs.
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Only one account is affected?
If other accounts receive prompts but one does not, Microsoft suggests removing and adding that account again with notifications allowed. Do not remove it until you have confirmed another valid way to sign in or arranged help from your organization’s administrator; removing an account can leave you without the method needed to verify access.
Resolve expired codes or incomplete sign-ins
If a rotating code is rejected or appears expired, set the phone’s date and time to automatic, restart the phone, and check the local time again. Microsoft says an Authenticator verification code changes every 30 seconds; that interval applies to rotating one-time codes, not to a universal deadline for push notifications.
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If the code looks valid but sign-in still does not complete, check that the app is not locked, notifications are enabled and the phone has a working network connection. An outdated app can also cause problems. Microsoft lists these as possible causes of incomplete authentication in its troubleshooting guidance.
Move Authenticator to a new phone safely
Do not erase, trade in or reset the old phone until you have restored Authenticator and confirmed that you can sign in. Backup restores are limited to the same platform: an iOS backup cannot be restored to Android, or an Android backup to iOS.
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What backup restores—and what it does not
- One-time-password accounts: Their rotating codes may be restored from backup.
- Work or school accounts: The restored entry contains the account name, but you must sign in again to reactivate it. Your organization may require further setup.
- Personal accounts using passwordless sign-in: You must sign in again after restoring.
For Apple devices, Microsoft’s restore instructions include enabling iCloud Drive, iCloud Keychain and iCloud Backup. If you cannot find the restore option, Microsoft says you may need to remove or sign out of accounts before beginning the restore process. Follow Microsoft’s current platform-specific instructions for backing up and recovering Authenticator credentials and restoring account credentials.
Microsoft’s backup page says that beginning in January 2027, Android backup will use Microsoft Authenticator in Google One rather than a Microsoft personal account. That is an announced future change, not the current method before that date; check the app’s instructions when setting up a backup.
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Know when the issue is a product change
If you are looking for saved passwords or autofill rather than verification codes, the feature may have been retired rather than broken. Microsoft says Authenticator autofill stopped working starting in July 2025 and passwords were no longer accessible in Authenticator from August 2025. That change does not mean the app’s authentication functions have stopped working.
Choose the right support route
The next step depends on the account type. Personal accounts use Microsoft’s account recovery and support options. For work or school accounts, contact your organization’s IT administrator or helpdesk: account registration and access can depend on organizational settings, and a self-service restore may not be enough.
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If support asks for diagnostic details, use Send Feedback in Authenticator. Avoid removing an account or wiping the old phone while you still depend on it for verification.
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