I can't log back into my microsoft authenticator app.

Emilie 71

My phone was stolen recently and I didn’t save any of the codes I now realize were needed. I can’t log back into the app now because I don’t have my former phone (and I have no way of getting it back) and I need it to log into some school related apps (teams for example). I did not know that I could save it on my iCloud so that’s not an option either.
My question is this: how do I log back in now?

Rhys Ward 46 Reputation points

2021-01-06T16:11:29.407+00:00

I am experiencing a similar issue. I have a new phone and didn't back it up or save any details.
So when I am logging in to Office 365, it is asking me for the code being displayed on my Authenticator app, and it just isn't working because I'm not logged in to it on my new phone.

When I try to login to it on my phone, it is asking for either sign in details or QR code. I can't get to the QR code, because it wants me to enter the code from the app to access that online. I can't sign in the other way either because as soon as I've entered my login details, guess what? It is asking for the code again!!!

I can't see how I will ever be able to get in to it! There is only options to use the Authenticator app. If I were to be able to send a text to my phone number for example, that would solve the problem as I can still access the phone number.
Jay mcg 6 Reputation points

2021-04-08T23:12:12.053+00:00

Hi there have you had any luck? Im also having the same issue.
Rhys Ward 46 Reputation points

2021-04-09T07:34:29.393+00:00

Unfortunately not, although I haven't been trying. When I go to my outlook web app email and it asks me to login with the authenticator app. I click to log out, and then I sign back in and it lets me in. I think this may be a loophole, but it works for me.

If there ever was a problem, I would ask my Office 365 admin to disable MFA and then I should be able to remove. Then re-enable the MFA so that I would be able to configure the Authenticator app.

https://answers.microsoft.com/en-us/msoffice/forum/msoffice_o365admin-mso_exchon-mso_o365b/regenerate-qr-code-for-my-microsoft-authenticator/c9c975da-f8f5-48f5-b403-193fa3d66554
lewis rolph 6 Reputation points

2021-04-15T14:38:49.343+00:00

Happen to have any luck yet? I've searched for about half an hour now with no luck of finding an answer and I'm locked out of all my microsoft accounts including Outlook, Teams and Forms which I all need for my assignments.
Rhys Ward 46 Reputation points

2021-04-16T08:22:49.27+00:00

I haven't, but like I said it isn't causing me a problem at the moment. I would suggest reading this article and contacting your Office 365 administrator as it instructs:

https://answers.microsoft.com/en-us/msoffice/forum/msoffice_o365admin-mso_exchon-mso_o365b/regenerate-qr-code-for-my-microsoft-authenticator/c9c975da-f8f5-48f5-b403-193fa3d66554
Robin Yearwood 1 Reputation point

2021-05-31T12:43:17.71+00:00

I am having a similar problem, I am the admin for my organization. Somehow one of the employees did something and now his account is greyed out, he is unaware of how it happened. But if we try to log him back into the authenticator app, it's asking for him to approve it in the authenticator app. So we are stuck here.
Roman P 6 Reputation points

2021-08-31T14:44:38.457+00:00

This is a really bad vicious loop that needs addressing. I just tried signing into my Xbox account. After entering my credentials I got asked for authenticator number. Since I just got a new phone I went to go instal the authenticator app. The app then sends me to the same login page and asks me for the code from an authenticator app. In the end I was forced to change my password simply because I got a new phone.

Microsoft, please add SMS verification.
Brandon Roane 21 Reputation points

2021-09-12T01:29:13.203+00:00

Hello All! CORRECTION UPDATE!!

I have figured this out!!!!! I had the same issue from my work email address.

What you have to do is go to https://mysignins.microsoft.com and under security and info you can manage log in verification methods. just delete Microsoft authenticator as an option and then re add it and it will allow you back in!!! I have just discovered this after two hours of troubleshooting.

thanks,

Brandon

Updated 9/18/21
Brandon Roane 21 Reputation points

2021-09-19T03:29:10.07+00:00

Hey there!

Sorry for the typo it was not outlook app, its https://mysignins.microsoft.com then log in with your work email, then go to security and info and you edit the log in methods or delete and re add them in this case.

Thanks let me know if works for you! Worked for me

Brandon
Brandon Roane 21 Reputation points

2021-09-19T03:30:56.007+00:00

go to https://mysignins.microsoft.com and then log in with the work email and password you had before and then click security info and it will let you change the log in method type.

let me know,

thanks
Phillip Sarzynski 16 Reputation points

2021-09-19T03:31:02.307+00:00

The problem I have is that when I click that link it says to approve my sign in with the authenticator which I have no access to
Brandon Roane 21 Reputation points

2021-09-19T03:36:19.753+00:00

hmmm weird, it doesnt ask me at all to sign into the authenticator app after i click the link...maybe its a company thing?

I was able to log in with password from work and it got me to security info page which is where you need to get too, i also did not have access to the authenticator app the first time i fixed this issue either...

let me ponder, check out the comment very bottom about using phone number in back of 365 settings
Cheran Gobiratnam 1 Reputation point

2021-12-07T10:17:53.91+00:00

Thank you so much for this! Was stuck in the loop big-time until I saw this :)
Daze Livingstone 1 Reputation point

2022-05-29T11:50:46.737+00:00

God. Bless. You. @Brandon Roane

Go with peace and love, I hope life brings you nothing but joy.

Thank you so much this just saved me from an absolute meltdown
Mahmut Ulastepe 1 Reputation point

2022-12-10T14:37:39.26+00:00

Thanks a lot. You saved my day.
Dunagan, Ronald 0 Reputation points

2023-07-04T00:48:54.5233333+00:00

I'm having the same problem I can't get into anything for work not even my email
Krister Brandser 0 Reputation points

2023-09-27T13:55:31.9466667+00:00

I input my code. Then I get the following message:

Authenticator locked

Unlock

However pressing Unlock does nothing.
Junmo An 0 Reputation points

2023-10-13T00:49:55.0733333+00:00

2023 stil haven't fix this simple issue. the worst software company ever.

5 answers

Shubhanshu Saxena 26 Reputation points

2022-02-22T13:51:29.27+00:00

Facing the exact same issue. Microsoft needs to fix this bug as admin are not always responsive for this. How can a user fix this issue if he is logged out of all devices.
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5 people found this answer helpful.
CLEISON ARMANDO MANRIQUE AGUIRRE 0 Reputation points

2023-06-01T22:27:57.14+00:00

Did Microsoft give you any help ?. I am facing the same issue and microsoft doesnt care of it . I lost my phone and I have information in onedrive app important info and I cannot access it since i dont have the "Authenticator app" and there is no other option rather than the Authen..app
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Rhys Ward 46 Reputation points

2021-07-09T07:39:20.497+00:00

My issue is now fixed.

My administrator was able to login to the 'background' of 365 and could input my phone number against my account. This allowed me to send an authentication code via text to my mobile number and I now had access to the Security Info page, so I have re-done the QR code thing again for the app.

All now resolved!

Hope this comment helps others.
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1 person found this answer helpful.
Neil Smith 1 Reputation point

2021-09-03T20:50:38.93+00:00

Just a follow up to this, who exactly was the 'administrator' in this scenario? Was it the organisation linked to your Microsoft account, or Microsoft themselves?

Thank you very much.

Rhys Ward 46 Reputation points

2021-09-06T07:52:33.947+00:00

Hi, the administrator was our IT provider who set us up on Office 365.
Hope this helps.

Ibrahim jamil 1 Reputation point

2022-08-19T17:43:16.41+00:00

I don't have a manager. I've got this permission and I can't sign in. What can I do, please help me?

Ibrahim jamil 1 Reputation point

2022-08-19T17:45:08.127+00:00

I don't have a manager. I've buy this permission and I can't sign in. What can I do, please help me?

Tshepo Emannuel Ngwane 0 Reputation points

2023-08-09T18:57:02.9+00:00

Can i please get help. When i am logging in to office 365, it is asking me for a code being displayed on my Authenticator app, and i am experiencing some problems since i have a new phone .

When i want to log in to it on my phone , it is asking for either sign in details or QR code .Because it want's me to enter the code from the app to have access online , I can't sign the other way around because it still requires the code again
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Dave Patrick 426.1K Reputation points MVP

2021-01-03T22:43:22.197+00:00

Something here may help.
https://support.microsoft.com/en-us/account-billing/when-you-can-t-sign-in-to-your-microsoft-account-475c9b5c-8c25-49f1-9c2d-c64b7072e735

--please don't forget to Accept as answer if the reply is helpful--
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Saumil Joshi 1 Reputation point

2021-01-03T23:09:07.41+00:00

Here is the help from MS: - Back up and recover account credentials using the Microsoft Authenticator app

https://learn.microsoft.com/en-us/azure/active-directory/user-help/user-help-auth-app-backup-recovery
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Jennifer Benavides 1 Reputation point

2021-07-08T18:34:14.147+00:00

I had the same issue, but is fixed now.

You just have to go to your outlook account configuration.
Then to security info to delete the prevoius method authentication. (You can find it here -> https://learn.microsoft.com/en-us/azure/active-directory/user-help/security-info-setup-auth-app)
And then add a new method of Microsoft Authentication type.
This will generate a new QR Code that you can scan from your phone app.

Hope it helps.
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Rhys Ward 46 Reputation points

2021-07-09T07:38:15.427+00:00

Hi Jennifer,

In theory, yes this should work - however, when trying to access the Security Info page, it would ask for authentication and obviously this wouldn't work as neither the app nor my phone number would work.

I have now fixed the issue. My administrator was able to login to the 'background' of 365 and could input my phone number against my account. This allowed me to send an authentication code via text to my mobile number and I now had access to the Security Info page, so I re-do the QR code again.

All now resolved!

Hope this comment helps.

Junmo An 0 Reputation points

2023-10-13T00:53:59.27+00:00

not working. worthless.
trying to access the Security Info page, it would ask for authentication
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