Authenticator Stuck in Loop

Question

My Authenticator recently stopped working properly. This happened after I switched to a new phone. iPhone 12 to iPhone 14.

When I try to log into my work email, it says I need to use Authenticator to authenticate. When Authenticator pops up…it also asks me to authenticate via Authenticator.

I’m assuming there’s some kind of app refresh or permission that needs to be unlocked.

I’ve uninstalled and reinstalled the app. And I’ve reset my phone. I’ve tried searching the forums, going through Chat, and even calling (which pointed me back to Chat…because MSFT doesn’t support calls??). Nada.

Can anyone help?

Answer 1

Figured it out.

Had to…

1. reinstall the app
2. Log into my MS Office account from my laptop
3. Go to security info
4. Add a new sign-in method for Authenticator

Doing this overwrites the existing work account. And I now have access.

Very much appreciate the help from the community.

Frustrating that I had to burn half a day to figure it out. MS should really provide some level of audio support. Ultimately, it’s a quick solve if you know what to do.

Answer 2

The microsoft authenticator app is the biggest joke and piece of junk software I have ever used. I had the same issue as above and tried every method possible to get my outlook/office 365 email reconfigured on my new phone. App kept going in circles repeatedly. The authentication app kept telling me to open the authentication app and enter the code even though I was ALREADY IN THE AUTHENTICATION APP! So stupid. Eventually, after multiple errors and cancelling out, the outlook app magically appeared to have been set up. What an awful experience.

I wish my organization would ditch office 365 once and for all.

Answer 3

You can restore from backup (assuming there was one) but make sure no accounts have been added to the newly install app. Then sign on with recovery account to do the restore.

You can recover your account credentials from your cloud account, but you must first make sure that the account you're recovering doesn't exist in the Microsoft Authenticator app. For example, if you're recovering your personal Microsoft account, you must make sure you don't have a personal Microsoft account already set up in the authenticator app. This check is important so we can be sure we're not overwriting or erasing an existing account by mistake.
https://support.microsoft.com/en-us/account-billing/back-up-and-recover-account-credentials-in-the-authenticator-app-bb939936-7a8d-4e88-bc43-49bc1a700a40

--please don't forget to upvote and Accept as answer if the reply is helpful--

Answer 4

I tried restoring from backup. My work email shows up. And that the device is registered.

Answer 5

Ok, well hard to say what might have happened. You can try Sign in to your account but select the Sign in another way link (assumes one was setup) on the Two-factor verification page.
https://support.microsoft.com/en-us/account-billing/common-problems-with-two-step-verification-for-a-work-or-school-account-63acbb9b-16a1-47b9-8619-6a865e8071a5

otherwise contact the account admins to reset your account's two factor.

--please don't forget to upvote and Accept as answer if the reply is helpful--