Trapped in MFA Loop: Can’t Add Account Without Code, Can’t Get Code Without Account

Question

I got a new phone after my old one broke. I transferred everything over, including the Microsoft Authenticator app — but none of my accounts transferred with it. The app is empty.

Now, when I try to sign into my Microsoft 365 or Exchange-based accounts, it tells me to enter a code from the Authenticator app or approve the login in the app.

Here’s the problem: the account isn’t in the app!, so I can’t approve anything… and I can’t add the account back because it requires me to log in first — which I can’t do without the code. That’s the loop. It’s like needing a key to open the box that contains the key.

Every alternate option requires a code from the Authenticator app. A closed loop of escalating pissed-off, sponsored by Microsoft!

This is a critical design flaw. Phones break. People upgrade. If the only way back in is through an app that assumes you still have access to the account, then the whole system is broken by default.

To make matters worse, I’m the admin on some of these accounts, so I can’t even reset MFA from another user.

I need a real recovery path and want to know what Microsoft is doing to fix this MFA deadlock for users who get caught in the same trap. And Microsoft, you're one of the biggest tech companies on the planet. This is basic account recovery. You should be better than this!

Answer 1

I got a new phone after my old one broke. I transferred everything over, including the Microsoft Authenticator app 

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Have you backed up and restored account credentials from Microsoft Authenticator as per the official articles below?

https://support.microsoft.com/en-us/account-billing/back-up-account-credentials-in-microsoft-authenticator-bb939936-7a8d-4e88-bc43-49bc1a700a40

https://support.microsoft.com/en-us/account-billing/restore-account-credentials-from-microsoft-authenticator-ce53096e-1e1c-4840-9e32-1618bc33cd43

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If you have an admin MFA issue then only phone support can help and ask them to escalate your issue to the data protection team. 

Here are some tips and an example of a prompt to help you navigate the IVR more effectively:

In some countries, it is an automated conversation like: First, when you call the hotline, it will be asked as follows:

IVR: What kind of problem are you concerned about?

You: Authenticator.

IVR: What kind of product do you use?

You: Office 365 for business.

IVR confirmation: education or company account?

You: For companies

IVR: Are you an administrator?

You: Yes.

IVR: Do you have the other administrator in your organization?

You: No.

IVR: Do you need a... Service request?

You: Yes

You also need to provide your subscription purchased information such as company name, billing information, phone number etc. See: https://learn.microsoft.com/en-us/microsoft-365/admin/get-help-support?view=o365-worldwide#phone-support

https://support.microsoft.com/en-us/topic/global-customer-service-phone-numbers-c0389ade-5640-e588-8b0e-28de8afeb3f2