Microsoft Authenticator isn't working, or I got a new phone

Microsoft Authenticator is the app that confirms it's really you when you sign in to county email, Teams, and other Microsoft apps. Here's how to fix common problems.

I'm not getting the sign-in request

1. Make sure your phone has internet (Wi-Fi or cellular data).
2. Open the Microsoft Authenticator app directly. Waiting requests often appear when the app is opened, even without a notification.
3. When asked, type the two-digit number shown on your computer screen into the app, then approve.
4. Make sure notifications are turned on for Authenticator in your phone's settings, and that your phone's date and time are set automatically.
5. If the request still doesn't arrive, on the computer select I can't use my Microsoft Authenticator app right now and choose another option, such as a code from the app or a text message.

I got a new phone and still have my old one

1. Install Microsoft Authenticator on the new phone from the App Store or Google Play.
2. On a computer, go to https://aka.ms/mysecurityinfo and sign in (approve the request on your old phone).
3. Select Add sign-in method > Microsoft Authenticator and follow the steps to scan the QR code with the new phone.
4. Test it, then delete the old phone from the list on the same page.

I lost my phone, or I no longer have my old phone

Contact the Help Desk. After verifying your identity, IT will reset your Authenticator so you can set it up on your new phone. If a county phone was lost or stolen, report it right away.

Authenticator keeps asking me to sign in over and over

Close all Office apps, restart your computer, and sign in once more. If the prompts continue, contact the Help Desk.

Important: Never approve a sign-in request you didn't start. Select Deny, then change your password and contact the Help Desk immediately. Someone may know your password.

Still need help?

Contact the IT Help Desk at (704) 283-3834 x5000 or submit a ticket at https://unioncountyit.zendesk.gov/hc/requests/new. To get it fixed faster, include: your phone type, whether you still have your old phone, and the exact message you see.