Unable to login to my Microsoft Authenticator app because it requires a code from the Microsoft Authenticator app

Meredith Valenzuela 40 Reputation points
2026-08-14T04:19:20.69+00:00

I am unable to login to my Microsoft Authenticator app because it requires a code from the Microsoft Authenticator app. So its a loop where I can't login.

I feel I can't do anything to recover my account because I need the authenticator app to get a code but I can't use the authenticator app

Microsoft 365 and Office | Subscription, account, billing | For business | Other
Answer accepted by question author
Liora 1,440 Reputation points Independent Advisor
2026-08-14T06:56:52.0766667+00:00

Please note that this forum is a community support space, so I don’t have the ability to access tenant data or perform actions such as resetting MFA/security information directly. I can only guide you based on documented processes and experience, but I will do my best to point you in the right direction so this can be resolved properly.

Dear @Meredith Valenzuela,

I hope you’re having a good day. 

Based on your description, this appears to be an MFA lockout scenario rather than an issue with the Microsoft Authenticator application itself. This creates a circular dependency where you need MFA to sign in, but you need to sign in to regain access to the MFA method.

Regarding your question about clearing MFA settings or reviewing Microsoft Entra sign-in logs, those actions require access to the tenant. If you are currently locked out of the account, you will not be able to perform those actions yourself unless another administrator can access the environment.

If your organization has another Microsoft 365 or Entra ID administrator, I recommend contacting them first. They can review your account's authentication methods and, if necessary, reset your MFA registration, remove any old Authenticator registrations.

Your administrator can follow the guidance in the following article: Manage authentication methods for Microsoft Entra multi-factor authentication

If you’re unsure who your administrator is, this article may help: How do I find my Microsoft 365 admin?

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Therefore, if you are the sole Global Administrator on the tenant and don’t have access to any other MFA methods, then this becomes a full admin lockout situation. In that case, the only supported way forward is to contact Microsoft Support and request a tenant admin recovery / MFA reset. This request is handled by the Microsoft Data Protection / Identity team, who can verify ownership and unblock or reset the MFA configuration for your account.

Please try to find the related hotline number to call the frontline let them raise a ticket for you: Customer service phone numbers - Microsoft Support 

If you choose to contact Microsoft Business Support by phone, you may first be connected to an automated system before contacting a support professional. Based on similar cases of administrator lockouts, the conversation can go something like this:

Automated system: Are you calling as a private individual or a business customer?

You: Business customer.

Automated system: What do you need help with today?

You: Authentication problem.

Automated system: Which Microsoft product or service is affected?

You: Microsoft 365 for business.

Automated system: Can't sign in to the Microsoft 365 Admin Center?

You: Yes.

Automated system: Do you have another administrator in your organization?

You: No, I'm the only administrator.

Automated system: Are you a global administrator for the affected tenant?

You: Yes.

Automated system: Are you calling about an existing support case, or would you like to create a new one? You: I need to create a new support case.

In many cases, the automated system will then indicate that it can connect you with a support representative who can help create a support request and forward the case to the appropriate recovery team.

I would also recommend calling during opening hours when possible. From my experience, it can be difficult to reach the right support queue at times, and automated systems don't always behave as expected. If you can't get through on the first try, consider trying again later or at a different time of day.

If your organization’s Office 365 Business subscription was purchased through a partner or reseller, and you’re unable to open a service request directly, you may also contact the reseller’s support provider and ask them to open a support request on your behalf.

Alternatively, you can try set up a new trial tenant and submit your support request, please follow this link to create a trial tenant: Compare Office 365 Enterprise Pricing and Plans | Microsoft 365 - after that you will be able to access to Microsoft 365 Admin Center to raise the ticket

Assuming that you have already created an account after registering a free trial and you can go to Microsoft 365 admin center and click Support > Help & support icon to raise your ticket. The agent will be able to create a ticket for you under the affected tenant and then transfer this ticket to Data Protection team who could help you to regain access.

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Please mention that you are raising ticket on behalf of the affected tenant that you do not have access to. The support team will help you to create ticket on the affected tenant then later on the Microsoft Data Protection team will assist you.

Note: This process will take more time than usual (7-14 working days) for your account to get access again as Data Protection is always overwhelmed with the number of tickets. As I am forum moderator, I do not have access to Microsoft internal system to assist or push this process to be quicker.

If you do create the trial and it resolves the issue, please remember to cancel the subscription afterward to avoid any related charges. This new trial tenant will not give you access to any of the data or settings in your original locked tenant. It is solely a temporary means to contact Microsoft support.   

I hope my information is helpful. Please give me any updates once you get this resolved.

Warm regards, 

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  1. AI answer

    2026-08-14T04:19:36.8466667+00:00

    If access is blocked because sign-in requires approval or a code from Authenticator itself, use one of these supported recovery paths:

    1. Try another sign-in method if one is available.
      • On the sign-in screen, select Other ways to sign in.
      • If available, choose another verification method instead of Authenticator.
    2. If the issue is the "Authentication did not complete" error, check these common causes:
      • Unlock Microsoft Authenticator on the device.
      • Enable notifications for the app.
      • Update to the latest version of Microsoft Authenticator.
      • Check internet connectivity and try switching between Wi‑Fi and mobile data.
      • Make sure the device date and time are correct.
      • If the password is forgotten, use the password reset option.
    3. If the account was previously backed up in Authenticator, restore it.
      • Restores work only on the same device type.
      • For work or school accounts, only the account name is restored, and sign-in is still required again after restore.
      • If Action required appears after restore, open the account in Authenticator, tap the account tile, choose the sign-in option to recover it, then enter the password and complete the additional verification.
    4. If this is a work or school account and the phone was lost, replaced, or the loop cannot be broken:
      • Sign in using a different method, if available.
      • Otherwise, contact the organization’s Help desk or IT admin and ask them to clear the MFA settings or investigate the Microsoft Entra sign-in logs.
      • If repeated attempts triggered protection, wait and try again later or use a different MFA method.
    5. If this is a personal Microsoft account and the backup account cannot be accessed:
      • Support agents cannot restore Authenticator credentials in that case.
      • Use the Microsoft account sign-in helper: Sign-in helper
      • If restore still cannot be completed for another reason, add the accounts again.
    6. If Authenticator shows that login was not completed in the broker flow:
      • Complete the sign-in inside Authenticator, Company Portal, or the primary Microsoft app on the device.
      • If sign-in still cannot be completed or the password is forgotten, contact the IT admin.
    AI-generated content may be incorrect. Read our transparency notes for more information.

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