How To Fix Microsoft Authenticator App Not Working

Added extra layers of security sometimes become a headache for us and demand for extra attention. If such is the case with authenticator apps like Microsoft Authenticator, then it must prevent you from logging into your Microsoft 365 account. Such apps are used because they provide safety and if there is an unauthorized log-in attempt, you will be informed instantly, so that you can take respective measures for any data theft and save your privacy.

Issues with two-factor authentication (2FA) for Microsoft 365 accounts have been reported by many and I myself have experienced this several times. Every time you try to log in, you’ll be prompted to enter a code that is immediately generated by the Microsoft Authenticator app and If the app isn’t responding and not generating the code, then it’s a problem.

Some quick takeaways are checking if the notifications are enabled and verifying that you’re using the right version of the Microsoft Authenticator app. There are two versions of the app, one is for personal accounts and another is for work or school accounts. Recheck that you’re using the version that corresponds to the type of your Microsoft 365 account. If this doesn’t help, follow this post till the end for some more quick troubleshoots.

How To Troubleshoot the Microsoft Authenticator App Not Working?

Whenever any of the apps on our phone stops working, it gives us some trouble, but such troubles are temporary and can be quickly removed. Apart from some basic troubleshoots, I have also mentioned some advanced troubleshoots processes broken down in simple steps for you to comprehend and follow;

1. Turn On Push Notifications

In case the notifications are off, you won’t receive any pop-up notifications. For any type of service you’re signing into, you must receive and interact with notifications to complete the sign-in process

• Android:
  • Go to settings and tap notifications.
  • Tap App settings.
  • Select the Authenticator app and confirm the notifications are on.
• iPhone/iPad:
  • Go to Settings and then tap notifications.
  • Tap the Authenticator app and make sure the “Allow Notifications” toggle button is on.
  • You must also confirm that you’re not in “Do Not Disturb” mode, you won’t receive any notifications in this mode.

2. Restarting Your Phone

Restarting most of our tech devices mostly fixes most of the problems with them. Try doing this and check if it can fix Microsoft Authenticator app problems. Any incomplete or corrupt background services can affect Authenticator and the app may crash, not open, freeze, or the sign-in process won’t be completed. 

3. Updating The App And Tab/Phone

Your device and most importantly all the apps must be updated to the recent available versions. Check for any pending updates. On an Android, update the app in the Play Store and if you are using an iPhone then check for updates in the App Store.

Secondly, you must also check that when you’ve updated your phone, check for any pending operating system updates. On an Android device, go to Settings > About phone and then tap Check for updates. On an iPhone, go to Settings > General > Software Update and then tap install any updates available.

4. Checking The Internet Connection

You may need internet access to log in with Authenticator. You must understand that in case the system needs only a one-time code from the Authenticator app then internet access isn’t required, but if you have opted for passwordless sign-in Authenticator, then no internet or even an unstable connection will prevent Authenticator from working as desired.

• Try switching to a stable network and try switching from wi-fi to mobile data and vice versa to see if Authenticator resumes working.
• Disable the Airplane mode, if enabled earlier.

5. Enable Location Services

Even if you’re using one-time codes, some websites still ask for location access. If your administrator requires location services. To fulfill the purpose you must make sure that Authenticator has access to your location always and not just when only the app is open.

• Android:
  • Go to your Settings and then tap Location.
  • Check if the toggle switch at the top is turned off, tap it to enable Location now.
  • On the Home screen tab, tap and hold the Microsoft Authenticator icon and then select the information icon (“i” in a circle).
  • Tap Permissions > Location and then select All the time.

• iPhone:
  • Tap Settings and then go to Privacy & Security > Location Services.
  • If Location Services are disabled, tap the toggle switch to enable them.
  • Select Authenticator from the list of apps. You can’t find it in the list unless your administrator needs your location and then select Always.

6. VPN Disable

A VPN can potentially interfere with Microsoft Authenticator if you’re trying to log in to a system that expects access from a specific IP address or location only. Try turning off your VPN temporarily and check if you can sign in with Authenticator. If you’re trying to sign in to your employer’s secure-provided server with Microsoft Authenticator, then you should avoid doing this. You must know that system administrators always require you to use the company VPN. 

7. Scan A QR Code Reader Using an Authenticator And Not a Camera

Avoid using the camera app, if you need to set up a verified Identity with a QR code. If you already have a QR code provided to set up your account in Microsoft Authenticator then you may not be able to set up your account using your Android or iPhone’s camera app. Try using the QR capture feature in the Authenticator app:

• Tap verified IDs at the end line of the Authenticator app.
• Tap Scan QR Code and carefully follow the on-screen instructions.

8. Registration Of The Device

In case of a passwordless sign-in, your device is required to be registered. To check if your tab/phone is registered with your work or school account:

• Go to Microsoft Authenticator and then tap the menu icon and select Settings.
• Tap Device Registration.
• If there are no work or school account details here, tap Device Registration and then sign in to your work or school account with credentials already provided, and then register.

9. Restore Authenticator On The New Tab/Phone

Authenticator will always ask for a restore, whenever you switch phones. Microsoft Authenticator is always backed up to the cloud and you can easily restore your Authenticator accounts on a new phone;

• To restore:
  • In the case of an iPhone, check that you’re signed in to the same Apple ID that you were using on your previous phone.
  • Open the Authenticator on your new tab/phone and then tap BEGIN RECOVERY.
  • Sign in with your Microsoft account.
  • Follow the instructions shown, to restore Microsoft Authenticator.
  • In case you see “Action required”, tap the Accounts tab, and then on any of the accounts preferred, tap it and follow the instructions.
  • After restoring successfully, you will then need to delete your old device from your Microsoft account.
  • If you are signing into a Microsoft account then go to security settings to remove your old device.
  • For your work or school account then you will have to delete your previous device from the page or from your company’s portal.
  • If you haven’t taken any backup earlier then you can’t restore Microsoft Authenticator. You might try visiting each site you use Authenticator to access and use every site’s recovery process to access your account again.

10. Sign In To Google Play (For Android)

Make sure that you are signed in to your Google account to use Authenticator If your work or school needs you to log in using Microsoft Authenticator. In the same way, if you or the administrator has uninstalled/disabled the Play Store app then even the Microsoft Authenticator app won’t work until you enable the Play Store.

11. Select “I can’t see the number” If The Number Is Hidden

Try doing this, in case the prompt is blocking the sign-in code. If you aren’t able to see the code because Microsoft Authenticator’s app notification prompt is like that only then wait for the “I can’t see number” prompt to show on your screen and then tap it to dismiss the notification.

12. Set the Phone/Tab Clock To “Automatic”

In case the date and time are incorrect, the Microsoft Authenticator won’t work. If the Microsoft Authenticator notifications are expiring even in the time remaining or your codes are rejected, set the date and time settings to automatic:

• Android:
  • Go to Settings and select General Management. 
  • Tap on Date and time or Date.
  • Turn on the Toggle switch to “Automatic date and time” 
• iPhone:
  • Go to Settings and then tap General.
  • Tap Date & Time.
  • Choose to Set Automatically.

13. Contact Your Admin To Fix “Uniqueness Validation”

The “uniqueness validation” error needs an admin’s intervention. If you aren’t able to add an account to Microsoft Authenticator because “the account you’re trying to add is not valid at this time. Try reaching your admin to get the issue fixed (uniqueness validation),” Contact your school or work administrator. 

Conclusion

Many such issues arise when we are surrounded by technology and access it for almost everything we do. The developers keep on updating the Apps bug-free so you to leverage the benefits seamlessly. Hope you have liked this post and I have really been able to provide you with some worthy troubleshooting.

Frequently Asked Questions