i cannot approve authenticator log in on my phone while i am using the using app

When the Authenticator app is being used on the same phone where the approval is required, the sign-in must be completed directly inside Authenticator (or the related broker app), not via a separate push banner you tap while using another app.

Use these steps:

1. Start the sign-in on the website or app (enter username and password).
2. When prompted to approve with Microsoft Authenticator, switch to the Authenticator app on the phone.
3. In Authenticator, either:
   • Tap the pending sign-in request shown on the home screen and select Approve, or
   • If nothing appears, pull down to refresh or tap Refresh to load the request, then approve.
4. If the sign-in is passwordless (number matching), enter the number shown on the sign-in screen into Authenticator, then tap Approve and complete PIN/biometric.

If no notification appears at all:

1. Confirm that the correct account is added in Authenticator and that the app is the configured verification method for that account (see the “Set up security info to use an authentication app” article linked in the context page).
2. If there is an older phone that still has Authenticator installed, check it; notifications may be going there instead. Remove old devices from the account security settings so future prompts go to the current phone.
3. Use an alternate verification method (SMS, phone call, or app code) if configured:
   • For SMS/phone call: choose that option at sign-in, then enter the code or answer the call.
   • For app code: open Authenticator, copy the verification code for the account, and enter it in the Enter code box on the sign-in page.
4. If the sign-in page shows “Authenticator did not complete login,” reopen Authenticator or the primary Microsoft app (such as Company Portal) and complete the pending login there.

If none of the above works and this is a work or school account, contact the organization’s admin and ask them to reset or re-register MFA methods in Microsoft Entra so Authenticator can be set up again.

References:

• Authentication methods in Microsoft Entra ID - Microsoft Authenticator app
• Microsoft Authenticator FAQs
• Sign in using two-step verification or security info
• Use Microsoft Authenticator with Microsoft 365
• Authenticator Did Not Complete Login