Microsoft Authenticator issue

Question

Hello, i need help signing in by back into to my Authenticator app.

I got a new phone and need to sign in to my work Authenticator account.

But when i try to sign back into my account it is asking me to verify the Authenticator code while i’m trying to sign in to Authenticator, which is not possible because i can’t see the code until i sign in, i can’t sign in without seeing the code.

Any help is appreciated

Answer 1

Hi Ilya Khayet

Based on your description, I understand that you recently changed to a new phone and are now stuck in an MFA verification loop when trying to sign in to Microsoft Authenticator.

May I know if you are still able to sign in to your account using any alternative methods? (Phone or SMS)? 

-If yes, you could access to this link: https://mysignins.microsoft.com/security-info to delete old Authenticator (if you had) and then register for new MFA on Microsoft Authenticator again. 

-If no alternative method is available, since this is a business account and you no longer have access to your original MFA method, the quickest way forward would be to contact your organization’s IT support team or system administrator. They can reset your authentication settings for you and guide you through setting up the Authenticator app again on your new device.  Please ask them to follow the instructions in this article to reset your authentication settings so you can re-register your account: Manage authentication methods for Microsoft Entra multifactor authentication

For security and management reasons, only your organization’s IT administrators can manage access and MFA settings for school accounts. Microsoft Support cannot directly reset MFA for accounts that are managed by an institution. 

Once you regain access, it's a good idea to set up an additional sign-in method if your school allows it (such as phone number or email), so you’ll have a backup option in case something like this happens again. 

I hope this helps. 

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Answer 2

Because the work account is protected by Microsoft Entra multifactor authentication, signing back into Microsoft Authenticator on a new phone requires either:

1. An alternative sign-in method, or
2. An admin resetting the MFA registration.

In this situation, the app is asking for a code from Authenticator, but Authenticator is exactly what needs to be set up, so the loop cannot be broken from the device alone.

Use these options depending on the role and setup:

1. If there is another MFA method configured (for example SMS, email, or another authenticator method):
   • On the sign-in screen, choose Sign in another way (or equivalent option).
   • Select SMS, email, or any other available method instead of Authenticator.
   • Complete sign-in and then go to the Security info page for the work account.
   • Remove the old Authenticator registration and add the new phone by following the prompts.
2. If there is no alternative method and this is a work or school account where someone else is the admin:
   • Contact the organization’s IT Help desk or Microsoft 365/Entra administrator.
   • Ask them to reset the multifactor authentication settings for the user account.
   • An admin can do this in the Microsoft Entra admin center by requiring re-registration of multifactor authentication.
   • After the reset, sign in again; the system will prompt to set up Microsoft Authenticator on the new phone from scratch.
3. If this is a business/tenant account and the user is the only administrator:
   • Contact Microsoft’s Data Protection team via the global customer service phone numbers and request an admin MFA reset for the tenant, as described in the referenced Q&A answers.
   • Provide details that this is the only admin account and that access is blocked due to Authenticator on a new phone.
   • Follow their verification process; once they reset MFA, sign in and reconfigure Authenticator on the new device.

The loop cannot be resolved purely on the device; either an alternate MFA method or an admin/Data Protection reset is required.

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References:

• Microsoft authenticator sending me into a spiral - 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
• Microsoft Authenticator app doesn't show 6-digit OTP code - Microsoft Q&A
• Requesting a Tenant Admin MFA Reset - Microsoft Q&A
• Common problems with two-step verification for a work or school account

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