Troubleshooting Methods for the Microsoft Authenticator App

Issue/Question

What are some troubleshooting steps I can take for my Microsoft Authenticator app if it's having issues?

Environment

  • Microsoft Authenticator app
  • Multi-Factor Authentication Methods 

Resolution

Method 1: Update The App

  • Launch the Google Play Store or the iOS App Store to check if a newer version is available.
  • If an update for the app is available, tap the Update button to install the update.

Method 2: Force Close and Reopen the App

Android:

  • Long-press on the app icon and tap the 'i' icon from the resulting menu.
  • Tap the Force stop option at the bottom-right corner.

iPhone:

  • Swipe up from the bottom of the screen to access the app switcher.
  • Locate the Microsoft Authenticator card and swipe upwards to close the app.
  • Reopen the app on your phone and check if it works fine.

Method 3: Remove and Re-Add Your Accounts

  • Open the Microsoft Authenticator app on your phone.
  • Select the problematic account from the list.
  • Tap the gear icon in the top right corner and select Remove Account.
  • Select Remove Account to confirm.
  • Tap the plus icon at the top and follow the on-screen prompts to add your account again.

Method 4: Enable Notification Permission for Microsoft Authenticator

Android:

  • Long-press on the Microsoft Authenticator app icon and tap the ‘i’ info icon from the menu that pops open
  • Tap on Notifications and enable the toggle next to Allow notifications in the following menu.

iPhone:

  • Open the Settings app on your iPhone.
  • Scroll down to tap on Authenticator.
  • Tap on Notifications and enable the toggle next to Allow Notifications.

Method 5: Enable Automatic Date and Time

Android:

  • Open the Settings app on your phone and go to General management.
  • Tap on Date and time and enable the toggle next to ‘Automatic date and time.’

iPhone: 

  • Launch the Settings app on your iPhone and navigate to General.
  • Tap on Date & Time.
  • Toggle on the switch next to Set Automatically.

Method 6: Turn Off Battery Optimization for the App (Android Only)

  • Open the Microsoft Authenticator app on your phone. Tap the three-dot menu icon in the top right corner and select ‘Turn off battery optimization.’
  • Select Allow to confirm.

Method 7: Clear App Cache (Android Only)

  • Long-press on the Microsoft Authenticator app icon and tap the info icon from the menu that pops open.
  • Go to Storage and tap the Clear cache option.
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