Use this for Microsoft Authenticator app errors, number-matching problems, inactive account tiles, or unclear MFA behavior.
At a glance
- Use this when: Anyone seeing Microsoft Authenticator errors that are not specifically a new-phone or missing-prompt issue.
- Typical time: 5-10 minutes
- Priority signal: High if this prevents work sign-in.
Quick checks
- Update Microsoft Authenticator.
- Confirm phone date and time are set automatically.
- Confirm the phone has network connectivity.
- Confirm Microsoft Defender and Intune Company Portal are up to date if installed.
- Do not delete the existing Authenticator account unless IT asks you to.
Steps to try
- Take a screenshot of the Authenticator error if possible.
- Try signing in again from a private/incognito browser window.
- Try another verification method if one is available.
- Restart the phone and retry once.
- Submit a ticket if the problem continues.
Submit a ticket when
- Authenticator shows an error or inactive account tile.
- Number matching fails or does not appear.
- The app works for personal accounts but not the Propeller account.
- No alternate verification method works.
Include this in your ticket
- Screenshot or exact error message.
- Phone type and OS version if known.
- Whether this started after a phone change, password change, or app update.
- Whether any alternate method works.
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