Turned off Authenticator now stuck in authentication loop and unable to login- no call back for 4 days!!

Melanie Barham 5 Reputation points
2025-02-11T23:19:03.2166667+00:00

After several unsuccessful attempts, I followed a tutorial from Microsoft to turn off the Authenticator App on my Microsoft 365 account and Admin account. Then when I went to log back in, I enter my credentials successfully. I get a screen that says "Your organization requires additional security information. Follow the prompts to set up the Microsoft Authenticator App."

Screenshot 2

Then I press next, and the screen says,

Screenshot 2025-02-11 at 6.15.26 PM

"Great job! You have successfully set up your security info. Choose "Done" to continue signing in.

Default sign-in method: Authenticator app or hardware token - code"

When I click next on this screen, I am taken back to the first message. I am the account administrator, and have the only email address at my small business.

The same thing happens when I try to login to my Admin account, Calendar etc.

I called Microsoft Support, and created a ticket with the support routers. That was 4 DAYS AGO!! I have called 7 times, and each time the routers say no engineer has been assigned to the case, and that the department is overwhelmed, so to be patient. I cannot login, see my email, calendar etc.

The last person on support told me my best bet was to call the company out on Twitter/X (!)

Help!!

Microsoft Security | Microsoft Entra | Microsoft Entra ID
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  1. Raja Pothuraju 24,385 Reputation points Microsoft External Staff Moderator
    2025-02-18T10:13:14.9933333+00:00

    Hello @Melanie Barham,

    Apologies for the delay in fixing this.

    The issue relates to a tenant lockout situation where no other global admin in the tenant has the necessary admin rights to re-register MFA.

    To resolve this, we engaged our Data Protection team through a support ticket. As per the update on support case I see this has been resolved. Let me know if you need any further assistance.

    I hope this information is helpful. Please feel free to reach out if you have any further questions.

    If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment".


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