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Authenticator App is not working

Belén Ripoll 0 Reputation points
2025-12-12T10:06:05.83+00:00

I get the code in the computer to plug in into the app but my app never gives me any option to put it in. Every time I put my app is not working I don't get any alternatives and in my app supposedly my account is logged in. I help I have been with this issue many days and it doesn't let me navigate to many things I need to. I have double check that question app has the permissions, I have deleted the app and installed it again as well ad the account in the app.

Microsoft 365 and Office | Other
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  1. Kimberly Olaño 19,550 Reputation points Independent Advisor
    2025-12-12T12:10:54.6733333+00:00

    Thanks for sharing the details, Belén! Your Account Is in “Broker Broken State”

    When the computer gives you a code but the app never asks for it, it often means your device is stuck in a corrupted broker registration — something deleting the app does NOT fix.

    How to fix: Restart the broker registration completely

    For Android

    • Go to Settings → Accounts
    • Look for Work account, Microsoft Entra, Microsoft Account, or Device Registration
    • Remove it
    • Restart phone
    • Open Authenticator → it should now prompt properly

    For iPhone

    • Go to Settings → VPN & Device Management
    • If you see Management Profile or MDM Profile containing Microsoft, remove it
    • Restart
    • Reinstall Authenticator
    • Add account again

    This fixes the issue when the phone thinks the account is already registered, so it hides the "enter code" or "scan QR" option.

    See if this helps. If you need further assistance just let me know.

    Best regards,

    Kimberly

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