MSA code loop for login not configured on device - unable to access my account or Project

Question

I need to remove the MSA access from my accounts so they can be configured properly. I am no longer able to access my admin page or use Project/Planner under the assigned MS login. keeps looping for MSA code but the account is NOT set up there so I am not able to login to change account setting or access applications.

Answer 1

Dear @Ray

Based on your description, I understand how urgent this situation must feel, especially since you’re the administrator and need to manage your subscription. Please know you’re not alone in this, and I’ll guide you through every step to get you back in control as quickly as possible.

Option 1: If you have other admins in your company, to regain access to your account, I recommend you contact the other IT admin/Global admin to raise a request for resetting your authentication method in the Entra admin center.

Admin can revoke MFA sessions and require re-registration in Microsoft Entra admin center. For step-by-step details, refer to the official Microsoft documentation: Manage authentication methods for Microsoft Entra multifactor authentication - Microsoft Entra ID | Microsoft Learn  

Option 2: Contact Microsoft Data Protection Support by Phone (Primary Method)  

Since you are the only administrator and are locked out, the most direct method is to call Microsoft's support line to raise a request for resetting your authentication method. For a full list of regional numbers, you can also visit this official page: Customer service phone numbers - Microsoft Support. The support team will assist you as soon as possible. For reference:  Get support | Microsoft Docs   

Here are some tips and an example of a prompt to help you navigate the IVR more effectively: 

In some countries, it is an automated conversation like: First, when you call the hotline, it will be asked as follows: 

IVR: What kind of problem are you concerned about? 

You: Authenticator. 

IVR: What kind of product do you use? 

You: Office 365 for business. 

IVR confirmation: education or company account? 

You: For companies 

IVR: Are you an administrator? 

You: Yes. 

IVR: Do you have the other administrator in your organization? 

You: No. 

IVR: Do you need a... Service request? 

You: Yes  

This process should connect you with a live agent who will create a service request with the Data Protection team. They will then contact you to help you regain access. 

Option 3: Create a Temporary Account (Trial Tenant) to Submit a Support Ticket (Alternative Method) 

If you have difficulty reaching an agent by phone, there is a reliable workaround. This involves creating a new, temporary Microsoft 365 account to contact the support team online. 

• Sign up for a new Microsoft 365 Business trial using this link: Compare All Microsoft 365 Plans. You will need to use a different, personal email address to register. 
• Once the trial account is created, log in to its Admin Center > From the Admin Center, open a new Service Request. For reference:  Get support | Microsoft Docs   
• In the ticket description, explain that you are locked out of your primary tenant (your.onmicrosoft.com) and that you need to speak with the Data Protection team to regain access.
• Remember to provide your locked account's details and a good contact number for them to reach you. 

Important: Please remember to cancel the trial subscription after your original account issue is resolved to avoid any future charges. 

I am confident that the Data Protection team can resolve this for you. Please try the phone option first, as it is the most direct path. Let me know if you have any questions about these steps. 

Note: Please understand that as a forum moderator, my role is to provide general guidance and troubleshooting support. I don’t have access to internal systems or backend tools, and I appreciate your understanding of these limits.

I hope the information shared helps point you in the right direction. Thank you for your patience and understanding. I'm looking forward for your reply.

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Answer 2

The account is stuck in a verification/MFA loop where Microsoft Authenticator (or MSA verification) is required, but the account is not correctly configured on the device and the admin portal cannot be reached. In this situation, normal self-service recovery will not work and admin/MFA reset must be done by Microsoft support.

Use the following approach depending on whether this is a work/school (Microsoft Entra / Microsoft 365) account or a personal Microsoft account (MSA):

1. If this is a work or school (Microsoft 365 business) account and you are the only admin
   1. Because access to the admin portal is blocked by MFA and there is no other global admin, the Microsoft Data Protection team must reset the authentication methods.
   2. Call Microsoft support using the regional phone number listed under Customer service phone numbers - Microsoft Support and ask to open a ticket with the Microsoft Data Protection team for an admin who is locked out by MFA.
   3. When the IVR/agent asks, clearly state:
      • The problem is with Authenticator / MFA.
      • The product is Office 365 for business / Microsoft 365 for companies.
      • It is a company account, not education.
      • Confirm being an administrator and that there is no other admin.
      • Request a service request and escalation to the Data Protection team to reset MFA / sign-in methods for the tenant admin.
   4. The Data Protection team will verify identity and then reset MFA or add an alternate sign-in method so the admin can sign in again and reconfigure access (including removing incorrect MSA associations if applicable).
   5. If the subscription was purchased via a partner/reseller and a service request cannot be opened directly, contact the reseller and ask them to open a Microsoft support ticket on behalf of the tenant for an admin MFA reset.
   As an alternative if reaching support directly is difficult:
   1. Create a temporary trial Microsoft 365 tenant (separate environment) as described in the guidance.
   2. Sign in to the new tenant’s Microsoft 365 Admin Center and go to Support → Help & support.
   3. Open a support ticket explaining that access is needed to a different existing tenant where you are the global admin but locked out by MFA, and request routing to the Data Protection team. Provide the locked tenant’s domain and admin UPN.
   4. After recovery, cancel the trial subscription to avoid charges.
2. If this is a work or school account and there are other admins
   1. Ask another global admin to sign in to Microsoft Entra Admin Center and reset MFA for the affected account by requiring re-registration of multifactor authentication.
   2. After reset, sign in again and reconfigure the Authenticator app and other methods, and then adjust any MSA-related settings as needed.
3. If this is a personal Microsoft account (MSA)
   1. For unrequested or looping verification codes, do not respond to codes that were not requested. The account remains protected if the code is not entered.
   2. If sign-in is still possible via password or another method, consider moving to passwordless sign-in (for example, Microsoft Authenticator, Windows Hello, SMS/Email codes, or security keys) following the guidance in How to go passwordless with your Microsoft account.
4. If the loop occurs specifically when accessing Microsoft support or certain Microsoft sites
   1. Ensure that microsoft.com, support.microsoft.com, login.live.com, and login.microsoftonline.com are either all in, or all out of, the browser’s Trusted Sites list so cookies can be shared correctly.
   2. Alternatively, first sign in at https://login.live.com/ with the Microsoft account, then open the target site (such as support.microsoft.com) in a new tab.

In summary, for a business/tenant admin locked out by an MSA/MFA loop with no other admins, recovery requires contacting Microsoft support and having the Data Protection team reset MFA and sign-in methods. Once access is restored, MSA associations can be cleaned up and the account reconfigured correctly.

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References:

• Troubleshoot sign-in issues and account access problems
• Common problems with two-step verification for a work or school account
• Troubleshoot sign in issues for support.microsoft.com
• How Do I Regain Access to My Account After Losing Access to Microsoft Authenticator? (Urgent Request). - Microsoft Q&A
• I have a Micrsoft business account and I am the admin and the only user registered under this account. I can't log in because i have replaced my phone and the authenticator doesn't work. - Microsoft Q&A
• Requesting a Tenant Admin MFA Reset - Microsoft Q&A
• Microsoft authenticator sending me into a spiral - Microsoft Q&A
• Microsoft account (MSA) users in Microsoft Engage Center
• Retirement of direct MSA sign-in for Microsoft Engage Center