Cannot unlock the Autheticator

Follow these steps to troubleshoot Microsoft Authenticator staying locked on the new iPhone:

1. Make sure the app itself is unlocked
   • When opening Microsoft Authenticator and the iOS prompt asks to “Enter iPhone Passcode,” enter the device passcode.
   • After that, if the app still shows as locked, fully close Authenticator (swipe it away from the app switcher) and reopen it, then enter the passcode again.
2. Check iOS device security settings
   • Ensure the iPhone date and time are set correctly (Settings → General → Date & Time → Set Automatically).
   • Confirm the device is connected to the internet (Wi‑Fi or mobile data) and try switching between them in case of network issues.
3. Update Microsoft Authenticator
   • Open the App Store on the iPhone 17 and check for updates.
   • Install the latest version of Microsoft Authenticator, as outdated versions can cause sign-in and unlock issues.
4. Check notification and lock behavior
   • Go to iOS Settings → Notifications → Authenticator and ensure notifications are allowed and not silenced.
   • If the app is configured to require unlock for approvals, make sure it is not stuck behind a system lock screen or another security prompt.
5. If “Authentication did not complete” appears
   • Ensure the app is not still locked in the background.
   • Verify network connectivity again and retry.

If the app continues to remain locked after these steps, reinstalling Microsoft Authenticator on the iPhone 17 and re-adding accounts (using backup or each account’s sign-in recovery process) may be required.

References:

• Troubleshoot problems with Microsoft Authenticator
• Authentication did not complete