Authenticator app

Question

I am trying to sign into my authenticator app but it’s telling me I need a code from the authenticator app. So it’s one big loop. How do I fix this

Answer 1

Hello,

Are you using a personal account, or a work/school organization account to sign into the Authentication app?

If you are using a personal account,

If you’re on the sign-in page and can’t access your authentication app, click “I can’t use my app right now.” Then look for an option like “Show more verification methods” to see if you have a backup (e.g., a phone number or alternate email).

If you don’t have access to any of the options listed, select “I don’t have any of these.” This will begin the recovery process. As part of that process, Microsoft will let you add new contact information — but only after a 30-day waiting period.

This 30-day delay is intentional. It’s a security safeguard designed to protect users in case someone else tries to hijack their account by changing recovery info. The wait gives the rightful owner time to notice and stop unauthorized changes.

Unfortunately, this policy cannot be bypassed. You can read more about it directly from Microsoft here:

https://support.microsoft.com/account-billing/-your-security-info-change-is-still-pending-or-you-can-t-access-this-site-right-now-microsoft-account-message-cbd0f64f-02d9-45d2-90c3-2375e5a72e52#:~:text=While%20we%20understand%20this%2030,phone%20number%20or%20email%20address.

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If it is an organization account,

Microsoft does not directly manage organization users. Instead, each organization's IT administrator is responsible for managing its users according to its internal protocols.

You should contact your organization's IT support team. They need to reset your MFA for you in order for this to work. Once the reset is completed, follow these steps:

1. Open your web browser and navigate to https://login.microsoftonline.com.
2. Sign in to your account.
3. You will be prompted to set up MFA again. Make sure to update your phone number during this process.

If your organization's IT administrator requires guidance, they can follow these steps:

1. Sign in to the Microsoft Admin Center at https://admin.microsoft.com using their credentials.
2. Navigate to Users > Active Users in the left-hand menu.
3. Select the relevant user.
4. On the user card that appears on the right, scroll to the bottom and click Manage multifactor authentication.
5. On the MFA settings page, locate the user's name, select it, and click Manage user settings on the right.
6. In the pop-up box, check the first box and click Save.

This process will reset MFA for the user, allowing them to set it up again.

Answer 2

Dear @Brayden Besaw,  

Thank you for reaching out to Microsoft Q&A Support. I apologize for any inconvenience this issue may have caused.  

Based on your description, the following options may be helpful:  

If your account is a personal account:  

Please visit mysignin.microsoft.com.  

1. If you are able to sign in using an alternative method such as SMS or email, try resetting your MFA method by removing and re-adding your current device.  
2. If you are unable to sign in using any method, I recommend contacting the Microsoft Support Hotline for further assistance.  

If your account is a Work or School account:  

In this case, please reach out to your organization’s Global Administrator and request that they reset your MFA settings. They can revoke the current registration and prompt a new setup for your device.  To help them proceed, kindly ask your IT administrator to follow the steps outlined in the following Microsoft Learn article: Manage authentication methods for Microsoft Entra multifactor authentication - Microsoft Entra ID | Microsoft Learn

Hope you will solve the problem soon  

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