Authenticator App

Question

I got logged out of my authenticator app and every time I try to log in it asks me to select a number on my authenticator app but I can’t since I’m logged out

Answer 1

Dear @Katherine Quesada,

Thank you for reaching out to Microsoft Q&A forum.

I’m sorry to hear about the issue you're experiencing with the Microsoft Authenticator app. Based on your description, it sounds like you're stuck in a "Number Matching Loop," where the system keeps asking for a code from the very app you're trying to set up. This issue often occurs when the app loses its session or after a reinstall.

As a forum moderator, I genuinely wish I could directly access your account or delve into the backend systems to fix this for you. However, our role here is limited to providing general guidance and solutions that can be applied by users.  

Since you haven’t specified your account type, I may not be able to provide an exact solution. However, assuming you're using a Work/Business account managed by an organization, you may consider the following steps: 

1.Use the 6-Digit Code

Even if you aren't "logged in" for push notifications, the Authenticator app usually still generates a rotating 6-digit code in the background if the account was previously added.

1. On the login screen where it asks for the number, click the link that says "I can't use my Microsoft Authenticator app right now" or "Sign in another way."
2. Look for the option "Use a verification code from my mobile app."
3. Now, open the Authenticator app on your phone. Even if it looks like you aren't logged in, tap on your account name. You should see a 6-digit code that changes every 30 seconds.
4. Enter that code on your login screen.

2.Use an Alternate Method (SMS or Email)

If the 6-digit code method doesn't work, you need to use a different security factor to prove it's you.

1. Click "Sign in another way" again.
2. Select "Text" or "Call" to your phone number, or "Email" to your backup address.
3. Once you receive that code and log in, you will be able to reach the Authenticator app's main screen and re-enable the push notifications/phone sign-in properly.

 

3.Contact your IT Admin

If the above steps don’t resolve the issue, the quickest way to fix this is to contact your school or company’s IT Help Desk. Let them know you’re stuck in a "number-matching loop" and need your MFA methods reset. They can:

• Reset your password. 
• Disable or reset your Multi-Factor Authentication (MFA) settings for your account in the Microsoft 365 admin center or Azure Active Directory (now Microsoft Entra ID). This would allow you to log in with just your password and set up MFA again. 

They can do this via the Microsoft Entra Admin Center. For detailed instructions, please refer to this Microsoft guide: Manage authentication methods for Microsoft Entra multifactor authentication - Microsoft Entra ID

I hope this information is helpful and provides you with a clear path forward. Please follow these steps and let me know if it works for you. Thank you for your patience and understanding. If you have any questions or need further assistance, please feel free to share them in the comments so I can continue to support you. I'm looking forward to your reply.

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Answer 2

If you are logged out of your Microsoft Authenticator app and cannot access your account because it requires a verification code from the app, you may need to follow these steps:

1. Contact Support: Since you are stuck in a loop where you cannot log in without the Authenticator app, it's advisable to contact Microsoft support. You can reach them through the support hotline. When you call, make sure to follow the prompts for business email users and indicate that you need technical support.
2. Use a Backup Method: If you have set up alternative verification methods (like a phone number or email), you may be able to use those to regain access to your account.
3. Create a Trial Account: If you are unable to connect with support, consider creating a trial Microsoft 365 tenant. This will allow you to access the Admin Center and submit a support ticket directly from there.
4. Escalate Your Request: If you manage to reach support, ask them to escalate your issue to ensure it is addressed promptly, especially if you are the sole administrator of your account.
5. Follow Up: Keep track of your request and follow up with support if you do not receive a timely response.

These steps may help you regain access to your account without the Authenticator app.

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References:

• How Do I Regain Access to My Account After Losing Access to Microsoft Authenticator? (Urgent Request). - Microsoft Q&A
• I cant log in to my business account because it is requiring Authenticator app which I do not have - Microsoft Q&A