Authenticator doesn't work on new phone

Rene Ceulen 0 Reputation points
2026-09-09T07:31:25.6266667+00:00

It seems that Authenticator doesn't work on my new Samsung phone.

How to solve thid

Microsoft Security | Microsoft Authenticator
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  1. Bence Weiszmann 1,555 Reputation points
    2026-09-09T14:35:27.4033333+00:00

    Dear @Rene Ceulen

    If Microsoft Authenticator worked on your previous phone but doesn't work on your new Samsung device, the issue may be related to the Authenticator registration for your account.

    1. If this is a work or school account, an administrator can reset the Authenticator registration in Microsoft Entra ID --> Users --> Authentication methods. You can then register Microsoft Authenticator again on your new phone.
    2. If this is a personal Microsoft account and Authenticator is your only available verification method, try Microsoft's Sign-in Helper: https://support.microsoft.com/home/contact?linkquery=Help%20me%20sign%20in%20to%20my%20Microsoft%20account

    If you still have access to your old phone, try approving a sign-in there first. If you don't have access to the old phone any longer, you'll need to recover the account or, for a work/school account, ask your administrator to reset the MFA registration.

    Best regards,
    Bence

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  2. AI answer

    2026-09-09T07:31:46.33+00:00

    Try this on the new Samsung phone:

    1. In Microsoft Authenticator, go to Settings and make sure:
      • App updates is turned on
      • Turn off battery optimization is enabled
      • Notification Settings > Show notifications is turned on
    2. Check the phone itself:
      • Turn off Airplane mode
      • Try switching between Wi‑Fi and mobile data
      • Make sure Date & time are correct
      • If a VPN is enabled, disconnect it and test again
      • Update Android and any related security apps
    3. If notifications are not arriving on the new phone, they may still be going to the old phone. In that case:
      • Check the old device and approve the sign-in there if possible
      • Remove the old device from the Authenticator setup
      • Use another verification method such as SMS if available
    4. If the account was restored to the new phone and shows "Sign in to add your account", open that account in Authenticator and sign in again. This is expected for work or school accounts after restore.
    5. If the app still cannot add or activate the account, remove the account from Authenticator and add it again.
      • For a work or school account, sign in to the security info page and add Authenticator app again, then scan the QR code from the new phone.
    6. On Samsung or other Android devices, power-saving settings can block Authenticator in the background. Disable power optimization for Authenticator so it can keep running.
    7. If an error appears such as "Please ensure push notifications are enabled in Settings" or "We could not complete the sign-in at this time.":
      • Enable push notifications in device settings
      • Confirm network connectivity
      • Remove the account and try the sign-in again
    8. If this is a work or school account on Android and setup only completes partially, also verify:
      • The phone has a PIN or biometric unlock enabled
      • Google Play Services and Google Play Store are installed and enabled
      • In Authenticator, open Settings > Device Registration and confirm the account is registered for passwordless and joined to work or school

    If none of these steps fix it, contact Support for personal accounts or the IT admin for work or school accounts.

    References:

    AI-generated content may be incorrect. Read our transparency notes for more information.

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