Getting locked out because your Microsoft Authenticator app is not working? One minute you’re trying to log in, the next you’re stuck in limbo — no access, no codes, and a whole lot of frustration. Whether it’s a syncing issue, a connectivity glitch, or something device-specific, a broken authenticator app can quickly throw off your workflow.
The good news? Most of these problems are easy to fix — once you know where to start.
At Hideez, we understand how disruptive it can be when the authenticator app suddenly stops working — especially in a busy work environment where access to systems and services is critical. That’s exactly why we’ve built a solution designed for the workplace: the Hideez Identity Cloud, which enables secure, passwordless access to PCs and web services, without relying on third-party apps that can fail when you need them most.
In this guide, we’ll walk you through the most common issues behind a malfunctioning Microsoft Authenticator app — and how to troubleshoot them effectively, step by step.
Common connectivity and notification issues
One of the most frequent problems users encounter is not receiving authentication notifications when trying to sign in. This issue often stems from connectivity problems or notification settings on your device. If your Microsoft Authenticator app isn't receiving verification codes or push notifications, first check your internet connection. Try switching between Wi-Fi and mobile data to see if that resolves the issue. Make sure Airplane mode is turned off, as this can block all communications.
Notification settings are another common culprit. Open your device settings, navigate to the Authenticator app, and ensure that notifications are enabled. If you're getting notifications but no alert sound, check if your phone is in Do Not Disturb or Quiet mode, as these settings can prevent notification alerts. For Android users specifically, ensure that Google Play Services and Google Play Store are installed and enabled, as they're required for push notifications to work properly with work or school accounts.
If you receive notifications for some accounts but not others, the problem might be account-specific. In this case, try removing the problematic account from your app and adding it again, making sure to allow notifications during setup. This often resolves account-specific notification issues without affecting your other accounts in the Authenticator app.
Basic troubleshooting steps to try first
Before exploring advanced fixes, try these basic troubleshooting steps — they resolve most common issues with the Microsoft Authenticator app:
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Check your device’s date and time settings: The app requires your clock to reflect the correct local time. If your device is set to manual time, switch it to automatic. Once updated, restart your device to apply the new settings.
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Test your network connection: VPNs and corporate networks can interfere with the app’s communication. Temporarily disable your VPN, and if you're on a corporate network, be aware that certain security configurations might block authentication requests.
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Disable battery optimization (Android-specific): Battery-saving settings can prevent the app from syncing or receiving notifications. Go to your device’s app settings and turn off battery optimization for the Microsoft Authenticator app.
Updating and maintaining the Microsoft Authenticator app
Using an outdated version of the Authenticator app is a common cause of functionality problems. Microsoft does not support app versions that are more than 12 months old, so keeping the app updated is crucial. Open your device's app store, search for Microsoft Authenticator, and check if updates are available. Alternatively, within the app, tap Settings and make sure "App updates" is turned on to receive automatic updates.
Regular maintenance of the app can prevent many common issues. Clear the app's cache periodically through your device's application settings to remove temporary files that might be causing conflicts. If you're experiencing persistent problems, you might need to uninstall and reinstall the app. Before doing so, ensure you have backup codes or alternative authentication methods in place to avoid being locked out of your accounts.
It's also important to keep your device's operating system updated to the latest version. Outdated OS versions can cause compatibility issues with the Authenticator app. Similarly, ensure that any other security apps on your device, such as Microsoft Defender or Intune Company Portal, are also up to date to avoid conflicts that could affect the Authenticator's functionality.
Device-specific settings affecting authentication
Your device's specific settings can significantly impact how the Microsoft Authenticator app functions. For both Android and iOS devices, ensure your device requires a PIN or biometric authentication to unlock. If you're experiencing issues, try re-enabling Face ID or fingerprint recognition in your device settings, restart your device, and then attempt to use these features to unlock your device before reconfiguring the Authenticator app.
For Android users with work profiles, make sure the PIN or biometric authentication is enabled specifically for the work profile in Microsoft Authenticator. Additionally, Android devices should have hardware encryption enabled. This is a security requirement for certain authentication methods. You can check if encryption is enabled in your device's security settings.
Location services can also affect authentication. The Authenticator app sometimes uses your location for enhanced security, denying authentication attempts when there's a discrepancy between GPS-reported locations. Ensure that the app has permission to access your location. Keep in mind that in some cases, the app might show an incorrect or approximate address, which is normal and doesn't necessarily indicate a problem.
Resolving passwordless authentication problems
Passwordless authentication relies on specific device capabilities and settings to function properly. If you're having trouble with this feature, first verify that your device is registered correctly. Open Authenticator, go to Settings > Device Registration, and check if your account is registered for passwordless authentication and joined to your work or school organization. If not, sign in with this account on the device registration page, then try enabling passwordless authentication again.
Security features on your device can impact passwordless authentication. Ensure your device has hardware encryption enabled and that you're using a secure lock method like a PIN or biometric authentication. For work accounts, you might need to consult with your IT administrator to verify that passwordless authentication is enabled for your organization.
Another factor to consider is device security. Check that your phone is not running any malware, such as a rootkit, as this can interfere with the security features required for passwordless authentication. Running a security scan on your device can help identify and remove any malicious software that might be preventing the Authenticator app from working correctly.
Fixing account setup and import errors
When adding accounts to the Microsoft Authenticator app, users sometimes encounter setup errors. If you're unable to add an account, check your device's settings to ensure push notifications are enabled and you have a stable network connection. If problems persist, try removing the account and setting it up again. For persistent issues with personal accounts, contact Microsoft Support; for work or school accounts, reach out to your IT administrator.
If you're having trouble importing passwords into the Authenticator app, the most common cause is incorrect formatting in the CSV file. Ensure that the first row of your exported CSV contains a header with three columns: URL, username, and password, and that each row has values in the URL and password columns. If the app doesn't support importing from your previous password manager, try creating your CSV file manually following Microsoft's guidelines.
For users who receive inactive accounts in their Authenticator app, these are typically created by other applications that use Authenticator for single sign-on support. These inactive accounts don't require management and can be safely ignored. However, if you want to clean up your app interface, you can remove these accounts if they're no longer needed.
Troubleshooting "Authentication did not complete" errors
The frustrating "Authentication did not complete" error can occur for several reasons. One common cause is that the app is locked. Make sure Microsoft Authenticator is unlocked on your device, as sometimes the authentication entry box might not appear if the app is locked. If you've set up App Lock, you'll need to authenticate using your device PIN or biometric before you can approve sign-in requests.
Silent or disabled notifications can also prevent authentication from completing. Check if notifications for the app are enabled and not silenced. Even if you don't receive push notifications, check your text messages for authentication codes which may have arrived silently. Network issues can also interrupt the authentication process – if your device loses connection during authentication, the process will fail.
If you're still experiencing this error after checking these settings, verify that you're using the latest version of the app. Outdated versions can cause compatibility issues with Microsoft's authentication servers. Additionally, ensure that your device's date and time settings are correct, as time discrepancies can cause authentication failures. If you've forgotten your password, you might need to reset it through Microsoft's account recovery process.
When to contact support and how to send diagnostic logs
If you've tried all the troubleshooting steps and your Microsoft Authenticator app still isn't working, it's time to seek additional help. For personal Microsoft accounts, contact Microsoft Support directly. For work or school accounts, reach out to your organization's IT administrator, as they may need to adjust settings on their end to resolve your issue.
Before contacting support, it's helpful to send your diagnostic logs to Microsoft. These logs contain valuable information that can help identify the specific issue with your app. To send logs, open the Microsoft Authenticator app, go to the app's top-level menu, and select "Send feedback." Choose "Having trouble?" and complete the form, then select "Send" to submit your feedback and logs. Make note of the incident ID provided, as you'll need to reference this when contacting support.
For more community-based support, you can visit the Microsoft Authenticator app forum to explain your problem and the steps you've already tried. Other users who have experienced similar issues might be able to provide additional insights or solutions. Remember to include details about your device model, operating system version, and the specific steps you've taken to troubleshoot, as this information will help others provide more targeted assistance.
