Microsoft authenticator

Question

When I attempt to log in to Microsoft Authenticator it tells me to open the Authenticator app to verify.. despite being in the app. How can this be fixed

Answer 1

Hello @Rory Reiffel

As you described, this usually happens when you're caught in an Authenticator verification loop: Microsoft is asking you to approve a sign-in using the Authenticator app, but the app itself is trying to authenticate and cannot complete the process. This can create a confusing situation.

To confirm the scenario and help us troubleshoot in the right direction, could you please clarify a few points?

• Is this the first time you're setting up the Microsoft Authenticator app for this account, or has it worked normally before?
• Have you recently switched to a new device?
• Are you using a personal Microsoft account (such as Hotmail, Outlook.com, or Live.com) or a work/school account (for example, @companyname.com or @edu)?
• Do you have any alternative sign-in methods available, such as SMS, email, or a backup authentication method?

If you are using a "business or educational account"

The only way to regain access is to contact your "IT administrator or Global admin" and request a phone number update in the "Microsoft Entra admin center".

In the Entra admin center, an administrator can set user accounts to require a re-enrollment of multi-factor authentication (MFA). Ask your administrator to follow the steps shown in the following article: 

Manage user authentication methods for Microsoft Entra multi-factor authentication 

• Sign in to Microsoft Entra - Microsoft Entra admin center 
• User -> all users. Select the user you want to act on, and then select "Authentication methods". then select "Require multi-factor authentication re-registration". 

Require re-enrollment MFA: This disables all previous authentication methods. You'll then be prompted to set up a new MFA authentication method the next time you try to sign in, so you can add a new authenticator app.  

If the issue still remains after trying all the steps above, please share a screenshot or provide more detailed information. I will check the situation and continue to support you. 

Kind regards, 

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