Microsoft Authenticator is essential for securing your accounts with two-factor authentication. When it stops working, you can get locked out of email, banking, and work applications. This guide covers how to fix common Authenticator issues on both iOS and Android.
Quick Fixes (Try These First)
Before diving into complex troubleshooting:
- Check internet connection - Push notifications require active connectivity
- Restart your device - Clears temporary glitches
- Update the app - Get the latest version from App Store or Google Play
- Disable Do Not Disturb - Ensure notifications aren't blocked
Issue 1: Verification Codes Not Working
If your 6-digit codes are rejected as "invalid" or "expired," the issue is usually time synchronization. Time-based codes require your device clock to match server time exactly.
Fix for Android
- Open Microsoft Authenticator
- Tap the three dots (⋮) > Settings
- Scroll to Time correction for codes
- Tap Sync now
- Wait for confirmation, then try the code again
Fix for iOS
- Go to iPhone Settings > General > Date & Time
- Toggle Set Automatically to OFF
- Wait a few seconds, then toggle it back ON
- Restart your iPhone
Issue 2: Push Notifications Not Arriving
If you aren't receiving the "Approve sign-in" prompt, the app may be restricted from running in the background.
Fix for Android
1. Check Notification Permissions:
- Go to Settings > Apps > Authenticator > Notifications
- Ensure all notification types are toggled ON
2. Disable Battery Optimization (Critical):
- Go to Settings > Battery > Battery Optimization
- Find Authenticator
- Set to Unrestricted or Not Optimized
Fix for iOS
1. Check Notification Settings:
- Go to Settings > Notifications > Authenticator
- Enable Allow Notifications
- Enable Time Sensitive Notifications
2. Enable Background App Refresh:
- Go to Settings > General > Background App Refresh
- Ensure it's enabled for Authenticator
Issue 3: Accounts Missing or Disappeared
If your accounts are gone after an app update or device switch:
- Look for "Begin Recovery":
- On a fresh install, don't tap "Add Account"
- Look for Begin Recovery at the bottom of the screen
- Sign in with the correct account:
- Use the same personal Microsoft account that created the backup
- Cross-platform limitation:
- Android backups cannot restore to iOS (and vice versa)
- If you switched OS, you must manually re-add accounts
See our guide on How to Transfer Microsoft Authenticator to a New Phone for detailed instructions.
Issue 4: App Crashing or Freezing
Fix for Android
- Clear app cache:
- Go to Settings > Apps > Authenticator > Storage
- Tap Clear Cache
- Warning: Do NOT tap "Clear Data" unless you have a backup
- Update Android System WebView:
- Open Google Play Store
- Search for "Android System WebView"
- Update if available
Fix for iOS
- Offload the app:
- Go to Settings > General > iPhone Storage
- Find Authenticator
- Tap Offload App (keeps data)
- Reinstall from App Store
- Check storage:
- Ensure your iPhone has adequate free space
- Low storage can cause apps to crash
Issue 5: "Action Required" Messages (Work/School Accounts)
For organizational accounts showing "Action Required":
- Re-authenticate:
- Tap the account
- Sign in again with your password
- Contact IT:
- Your organization may need to reset your MFA registration
- Ask IT to "Require Re-register MFA" for your account
- You'll scan a new QR code from your work portal
When All Else Fails
If you can't access your accounts:
- Use backup codes:
- Most services provided backup codes when you enabled 2FA
- Use one to log in and set up Authenticator again
- Contact each service:
- You'll need to contact support for each individual service
- They'll verify your identity and help you regain access
Preventing Future Issues
- Enable Cloud Backup: Go to Settings in Authenticator and enable backup
- Save backup codes: Store them securely for every 2FA-enabled account
- Check backup date: Verify "Last backup" is recent before switching phones
- Keep app updated: Install updates promptly to avoid compatibility issues