Authenticator app

Question

I am trying to log into my Authenticator App but it is asking for the code displayed in the Authenticator app which I am trying to log into and no code is presented.

Answer 1

The app is creating a loop because the same Microsoft Authenticator account is being used both as the sign-in method and as the thing being signed into. In this situation, a different verification method or an admin reset of MFA is required; the app itself will not show a code until the account is added/verified.

Use one of these paths:

1. Use an alternative sign-in method (if configured)

• Try signing in with another method already on the account, such as:
  • SMS/text code
  • Email code to a backup email
  • Another registered authenticator app or hardware token
• Once signed in, go to the security/MFA settings for the account and either:
  • Add Microsoft Authenticator again, or
  • Remove the old Authenticator registration and re-register it.

2. If this is a work/school (Microsoft Entra / Microsoft 365) account

• If there is an IT/admin for the tenant:
  • Ask the admin to reset MFA for the account in the Microsoft Entra admin center by requiring re-registration of multifactor authentication. After that, sign in and set up Authenticator from scratch using the QR code.
• If this is a business account and the user is the only admin and locked out:
  • Contact Microsoft support by phone and ask for a ticket with the Data Protection team to reset MFA for the tenant admin, as described in the referenced answers. This is required when no other admin can reset MFA.

3. If this is a personal Microsoft account and no other method works

• If no backup sign-in method (SMS/email/other) is available and Authenticator is the only method, account recovery must be handled by Microsoft support/Data Protection team via phone support. They can verify identity and reset MFA from their side.

Once MFA is reset or another method is used to get in, re-add the account to Microsoft Authenticator so that the app shows either push notifications or a “One-time password code” entry for that account.

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References:

• Troubleshoot problems with Microsoft Authenticator
• Authentication did not complete
• Microsoft Authenticator FAQs
• Authenticator Did Not Complete Login
• Microsoft Authenticator app doesn't show 6-digit OTP code - Microsoft Q&A
• Microsoft authenticator sending me into a spiral - Microsoft Q&A
• Requesting a Tenant Admin MFA Reset - Microsoft Q&A
• Having problems getting text codes to confirm my account - Microsoft Q&A
• Authenticator app not sending code to my email - Microsoft Q&A
• Authentication methods in Microsoft Entra ID - Microsoft Authenticator app