How to set up and use the Microsoft Authenticator app on your smartphone

Summary

This guide helps you troubleshoot and resolve: How to set up and use the Microsoft Authenticator app on your smartphone. Follow the steps below to fix the issue.

Common Causes

Multi-factor authentication (MFA) is one of the most effective ways to protect your business accounts from unauthorised access. The Microsoft Authenticator app adds a second layer of security by requiring you to approve sign-in attempts or enter a verification code from your smartphone. This guide walks you through installing, configuring, and using the app on your mobile device.

Before You Begin

• You will need your smartphone and access to your work email account.
• If you are resetting your password as part of this process, see our related guide on Password reset (Windows login).
• The Microsoft Authenticator app is free and works on both iOS and Android devices.

Quick Fix Steps

1. Download Microsoft Authenticator from the App Store (iOS) or Google Play Store (Android).
2. Open the app and tap Add account, then select Personal account or Work or school account.
3. Sign in with your business email address and password.
4. Approve the sign-in prompt on your phone to complete the setup.

Detailed Instructions

Step 1: Download the App

1. On your smartphone, open the App Store (iPhone) or Google Play Store (Android).
2. Search for Microsoft Authenticator.
3. Tap Get or Install to download the app.
4. Once installed, open the app. You may be prompted to allow notifications — tap Allow so you can receive sign-in approval prompts.

Step 2: Add Your Work or School Account

1. Open the Microsoft Authenticator app.
2. Tap the + icon in the top right corner (you may need to swipe down first on Android).
3. Select Work or school account.
4. You will be given two options: Sign in or Scan a QR code. In most cases, tap Sign in.
5. Enter your business email address and tap Next.
6. Enter your password and tap Sign in.
7. The app will send a notification to your phone. Tap Approve to confirm it is you.
8. Your account will now appear in the app with a six-digit verification code displayed beneath it.

Step 3: Approving a Sign-In Prompt

Once set up, you will receive a push notification whenever someone attempts to sign in to your account. Here is how to respond:

1. Tap the notification on your phone's lock screen or in the notification shade.
2. The Microsoft Authenticator app will open and display details of the sign-in attempt, including the app name, location, and time.
3. Check that the details match your current sign-in activity.
4. Tap Approve if it is you, or Deny if you do not recognise the attempt.
5. If you approve, you may be asked to enter the number shown on your sign-in screen or use your phone's Face ID, fingerprint, or PIN to confirm.

Step 4: Using Verification Codes

If you do not have an internet connection or mobile data, you can still authenticate using the six-digit code generated by the app:

1. Open the Microsoft Authenticator app.
2. Tap your work or school account to expand it.
3. A six-digit code will be displayed. This code refreshes every 30 seconds.
4. Enter this code on the sign-in screen where prompted.

Troubleshooting

I Am Not Receiving Sign-In Prompts

• Check that notifications are enabled for the Microsoft Authenticator app in your phone's settings (Settings > Apps > Microsoft Authenticator > Notifications).
• Ensure your phone has an active internet connection (Wi-Fi or mobile data).
• Try opening the app manually before signing in on your computer — this can sometimes re-establish the connection.
• Restart your phone to refresh the notification system.

The App Says My Account Needs Attention

1. Open the Microsoft Authenticator app.
2. Tap the account that shows the warning message.
3. Follow the on-screen prompts to re-verify your identity or re-enter your credentials.
4. If the issue persists, you may need to remove and re-add the account (see below).

Removing and Re-Adding an Account

1. Open the Microsoft Authenticator app.
2. Tap the account you want to remove.
3. Tap the Settings icon (gear) in the top right corner.
4. Tap Remove account and confirm.
5. Re-add the account by following the steps in the Add Your Work or School Account section above.

Switching to a New Phone

When you get a new smartphone, you must transfer your authenticator accounts before wiping or disposing of your old device:

1. Install Microsoft Authenticator on your new phone.
2. On your old phone, open the Microsoft Authenticator app and tap Settings > Backup to ensure a cloud backup exists.
3. On your new phone, sign in to the app with the same personal Microsoft account used for backup.
4. Your accounts should restore automatically. If they do not, you will need to re-add each work or school account manually.

Backup Verification Methods

It is strongly recommended to set up at least one backup verification method in case you lose your phone or the app malfunctions. Common options include:

• A secondary mobile phone number for SMS codes
• An alternative email address
• Security questions (if enabled by your organisation)

To manage these, sign in to your Microsoft account at mysignins.microsoft.com and review your verification methods under the Security info section.

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