Unable to log in via Authenticator or Outlook app

Question

Unable to log in via Authenticator or Outlook app

Nicole Ang 20

Deleted my Authenticator app without having an iCloud backup. At the same time, my Outlook app's ability to approve sign-ins was turned off automatically.

Now the Authenticator app requires me to verify my identity via Outlook, but I am unable to approve sign-ins on Outlook because this setting can only be turned on via the Authenticator app. Both options to "Approve request on my Outlook mobile app" and "Use verification code" do not work, as no notification or number or code appears in my Outlook app (as a pop up) or in my inbox or in my junk folder.

Now, each of the 2 methods of authentication requires the other to work, and I am unable to verify my identity on any platform where I am not already signed in.

What do I do now and how can I resolve this issue with authenticating my sign-in?

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Answer 1

Good day Nicole and I’m sorry to hear about the difficulties you’re experiencing.

Please note that forum users do not have access to user account settings and cannot assist with logging in, resetting passwords, or changing access rights.

This happened because the Authenticator app was removed without a backup, so it can no longer approve your sign in or generate a code. At the same time, Outlook mobile sign in approval isn't active, so the two verification methods are now depending on each other and neither one can complete the authentication.

Since you are using a school email address, the MFA settings are managed by your school's IT department. For assistance with resetting or updating your MFA, you will need to contact them directly to resolve this and explain your situation. You can say: "I am stuck in a login loop between Outlook and the Microsoft Authenticator app. I cannot get the code to sign in."

Note: In case you do not know who is your IT admin, kindly refer to this article: How do I find my Microsoft 365 admin? - Microsoft Support

Specifically, ask them to “reset my MFA settings” or “allow me to re-register for MFA” on your account. This is a standard request and your school’s IT team should be able to assist you with it. You can also share the steps in this Microsoft article for them so they can help reset your MFA settings for you Manage user authentication methods for Microsoft Entra multifactor authentication.

Once your school's IT admin has reset your MFA, the next time you log in to your account, you will be guided through the process of setting up the Microsoft Authenticator app again from the beginning by scanning a QR code. This will break the loop and allow you to access your account normally.

Additional information is available in the following resource: How to add your accounts to Microsoft Authenticator | Microsoft Support

If you have any questions or need further support, please don’t hesitate to reach out at any time.

Thank you for your patience and understanding.

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