Blocked in an infinite (successful) MFA loop to connect to 365

Question

Blocked in an infinite (successful) MFA loop to connect to 365

David Mieusset 30

Hi,

When trying to log in to 365, I have this message:

*** Email address is removed for privacy ***

Action Required

Security defaults are enabled to keep your organization secure. Follow the prompts to set up a multifactor authentication method to protect your account.

Use a different account

Learn more about security defaults

An then :

Keep your account secure

Success!

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

Default sign-in method:

Microsoft Authenticator

SM-G965F

And back to square 1 indefinitely...

I have an unique 365 account to get access to Teams for my personal work.

I have correctly set up my initial account & password and MFA with authenticator (my hash code is ready to be used).

However, when connecting to Teams, or 365 or worst to Microsoft Support, I can't access any of those. As a consequence I can't even raise a support request. WHile phoning to Microsoft Support in France just send me back to the webpage https://aka.ms/mac365 where I also can't authentify.

So what can I do now ? I have paid for this Teams license, and it's just for Teams nothing else.

This is really annoying to encounter so many issues and being left abandoned by Microsoft.

Thanks in advance for you help,

Claire

PS: I am the IT support helping and reposting the question that Claire and I raised initially here https://answers.microsoft.com/en-us/msoffice/forum/all/blocked-in-an-infinite-mfa-loop-to-connect-to-365/1c65fba0-562c-495e-99a9-effae69584dd

David Mieusset 30 Reputation points

2025-03-25T10:47:44.9066667+00:00

(You can contact Claire Gregory1 for further details)
Blaine Donley 5 Reputation points

2025-03-26T13:13:02.71+00:00

I have the same issue. I wasted hours on the phone with support to no end. I tried to reset the password to find a way around d it. Now all my devices are locked out. Help!
David Mieusset 30 Reputation points

2025-03-31T08:07:41.06+00:00

Thanks Blaine for adding your comment... still waiting for Microsoft to comment this topic... while the user is being charged for a service that she can't use !
Jean-Francois Vermette 0 Reputation points

2025-03-31T18:38:07.12+00:00
I have the same problem. I am locked in a indefenite loop. If you want to access support on the phone, you must answer the IVR questions as follow:

You can also refer to Customer service phone numbers - Microsoft Support

Please kindly try the following conversation:

Dial the phone number.

IVR: "Welcome to Microsoft Support. Are you calling home or for business?"

She: "Business"

IVR: "How can I help you today?"

You: "Support for data protection" IVR: "Do you already have a case number?" You: "No" IVR: "Do you have an Access ID?" You: "No" IVR: "Please hold while I transfer your call to the appropriate team."
Blaine Donley 5 Reputation points

2025-04-01T13:08:45.1166667+00:00

Well Microsoft support was of absolutely no help to me on this issue. I was locked out of my business email for exactly one week. I called them every day. They said I would be contacted by someone from the data protection team. They finally tried contacting me on the seventh day (via the email I was locked out of) and a phone call at 11:30pm.

My issue is now resolved. I am not sure if it automatically resolved itself after 1 week… or someone at Microsoft cleared out my issue without telling me… or I was able to subvert the issue. At about 1 week on the dot after the issue started I gave up on Microsoft and decided to see if I could trick the system out of the loop. On the “success” page I removed the end/path of the URL and hit enter. It then allowed me to authenticate with just a text verification. Again I don’t know if I tricked it into working or someone reset it… or it just reset itself after one week. But it’s worth trying if you are stuck. Sorry I didn’t write down the exact URL. It may have been myaccount.microsoft.com, but I am not sure.
M N 20 Reputation points

2025-04-11T18:23:16.74+00:00

Hi, I have now notice that I have just posted same question, was there any update from support how to sort out this problem?

Accepted answer

1 additional answer

Your answer

David Mieusset 30 Reputation points

2025-03-25T10:47:44.9066667+00:00

(You can contact Claire Gregory1 for further details)
Blaine Donley 5 Reputation points

2025-03-26T13:13:02.71+00:00

I have the same issue. I wasted hours on the phone with support to no end. I tried to reset the password to find a way around d it. Now all my devices are locked out. Help!
David Mieusset 30 Reputation points

2025-03-31T08:07:41.06+00:00

Thanks Blaine for adding your comment... still waiting for Microsoft to comment this topic... while the user is being charged for a service that she can't use !
Jean-Francois Vermette 0 Reputation points

2025-03-31T18:38:07.12+00:00

I have the same problem. I am locked in a indefenite loop. If you want to access support on the phone, you must answer the IVR questions as follow:

You can also refer to Customer service phone numbers - Microsoft Support

Please kindly try the following conversation:

Dial the phone number.

IVR: "Welcome to Microsoft Support. Are you calling home or for business?"

She: "Business"

IVR: "How can I help you today?"

You: "Support for data protection" IVR: "Do you already have a case number?" You: "No" IVR: "Do you have an Access ID?" You: "No" IVR: "Please hold while I transfer your call to the appropriate team."
Blaine Donley 5 Reputation points

2025-04-01T13:08:45.1166667+00:00

Well Microsoft support was of absolutely no help to me on this issue. I was locked out of my business email for exactly one week. I called them every day. They said I would be contacted by someone from the data protection team. They finally tried contacting me on the seventh day (via the email I was locked out of) and a phone call at 11:30pm.

My issue is now resolved. I am not sure if it automatically resolved itself after 1 week… or someone at Microsoft cleared out my issue without telling me… or I was able to subvert the issue. At about 1 week on the dot after the issue started I gave up on Microsoft and decided to see if I could trick the system out of the loop. On the “success” page I removed the end/path of the URL and hit enter. It then allowed me to authenticate with just a text verification. Again I don’t know if I tricked it into working or someone reset it… or it just reset itself after one week. But it’s worth trying if you are stuck. Sorry I didn’t write down the exact URL. It may have been myaccount.microsoft.com, but I am not sure.
M N 20 Reputation points

2025-04-11T18:23:16.74+00:00

Hi, I have now notice that I have just posted same question, was there any update from support how to sort out this problem?

Answer 1

VHelp 165

You have to contact phone support team of Microsoft for your issue.

https://support.microsoft.com/en-gb/topic/customer-service-phone-numbers-c0389ade-5640-e588-8b0e-28de8afeb3f2#ID0EBBD=signinorgid

the above process may give some challenges, but you will need to call several times. There is no other option for yoke explained issue.

You may also provide your vote on your created case so others can get correct guidance.

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Jean-Francois Vermette 0 Reputation points

2025-04-03T15:52:35.55+00:00

I tried several times to contact Microsoft. What a pain. Thanks.
David Mieusset 30 Reputation points

2025-04-11T13:32:32.26+00:00

Thanks to @VHelp and especially @Jean-Francois Vermette

After many attempts, I was finally able to speak to a human.

To do so, I had to accept the recording of the phone call (100% of my attempts failed when I rejected it), and then say I had a "problem with the Authenticator" rather than with Teams.
Deleted

This comment has been deleted due to a violation of our Code of Conduct. The comment was manually reported or identified through automated detection before action was taken. Please refer to our Code of Conduct for more information.
M N 20 Reputation points

2025-04-16T10:06:50.67+00:00

I'm not able to pass bot it redirects me to support site. No option to talk with human..
M N 20 Reputation points

2025-04-16T10:17:27.3333333+00:00

@VHelp any suggestions how to pss by the bot it just simply send to pages where it requier log in which is blocked. it is just ridiculous we are in the loop with no support.

Answer 2

EDGAR EDUARDO ARELLANO ZUVIETA 0

Hi everyone, I had the same problem and i was be able to solve doing this:

When you are in the page with the text:

Success!

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

You will be able to see the digits "=1" at the end of the URL. Well, you will just have to change "1" to "2", and you will be sent to a page to register your phone number and continue with the registration. This is what I did; I hope it works for you.

David Mieusset 30 Reputation points

2025-04-18T08:25:31.85+00:00

Hi,

That looks really promising... unfortunately, I am not able to test this workaround since the initial problem was finally solved by Microsoft.

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Blocked in an infinite (successful) MFA loop to connect to 365

1 additional answer

Your answer