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

Question

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."

Then I press next, and the screen says,

"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!!

Answer 1

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.

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