Stuck in an Microsoft Authenticator App loop when trying to update an old backup email address

Question

I used to have the Microsoft Authenticator app on my phone, when I upgraded it got deleted.

I want to update my recovery email address (not my main one) but when I log into Hotmail and try to change it, its asking me to approve a sign-in request on my Microsoft Authenticator App but when I re-installed the App on my new iPhone the app asked me to add an account, so I select 'Personal' then I'm given the option of either scanning a QR code or signing in with Microsoft. As I can't find a QR code I select 'Sign in with Microsoft'.

So I select my personal account, enter password, but then the Authenticator app asks to verify my identity using either the authenticator app that I can't get into, a verification code from my mobile app (whatever that is) or send it to my old email address that I no longer have! Arghhh. Can anybody help as I'm going round in circles!

Thanks

Answer 1

Hi paulK47_980,

Thank you for reaching out here at the Microsoft Community Forum.

We got your concern about getting stuck in the Microsoft Authenticator look app, as you’ve tried to update the alternate email address in your account. Let’s work on this together, as we know how important it is for you to sort this out.

For us to check options on how to proceed in changing your alternate email address, we’d like to ask the following questions:

1. Given that you do have the MS Authenticator before, however, it got deleted when you’ve upgraded. Does that mean it was installed on an old device and you’ve reinstalled it on your new iPhone and tried to add the account from there? Is that correct?
2. May we confirm if you still have the old device and can access it at the same time?
3. Is the two-factor authentication of your account enabled? This uses two different forms of identity such as your password and a contact method (refers to your security info).
4. When you’re in the process of updating/changing your recovery email, were you able to see the option that says I don’t have any of these, aside from the way to verify your account by approving the sign-in request through the MS Authenticator app?

While we wait for your answers/confirmation, we’d suggest that you try if you’ll be able to recover your account credentials for the MS Authenticator app that you’ve installed on your new device. This will only work if the cloud backup is turned on from your old device. Please refer to this article: Back up and recover account credentials using the Microsoft Authenticator app **** and go to the section: Recover your account credentials on your new device.

By doing this, you’ll be able to link again your Microsoft account to the Authenticator app without being asked to approve a sign-in request from the old device where it was previously installed.

The questions and suggested methods can help us narrow down the cause of the issue and identify the next recommendations that we can provide in the next response. We’ll wait for your update.

Answer 2

Hi Louie,

1. Yes that is correct - Hotmail/outlook works fine on the new device it's just the Microsoft Authenticator App that doesn't work
2. No, I no longer have the old device sadly
3. No, two-factor authentication is not enabled. Not sure I can use that as it's the alternative email contact address that I want to change as I no longer have that account.
4. Yes i did see that option and have tried it but it asks me to verify my identity with either the Authenticator app (which won't recognise me), a verification code from my mobile app (I've no idea what that is) or the security email account and thats the one I'm trying to change as i no longer have that email account

I'm not sure if cloud backup was ever turned on, on the old device so I'm not sure I should try to recover my account details using the Authenticator App?

Thanks

Answer 3

Thanks for getting back to us and providing the information.

At this point, we’re trying to find ways on how you can proceed with changing the alternate email address in your account. However, it won’t go through yet due to the Microsoft Authenticator app that’s still associated on your old device.

To clarify, when you sign into your account, let’s say on this link: https://login.live.com/, are you being prompted for the approval of sign-in request from the Authenticator app immediately after entering the email address and no longer being asked for the password? On the other hand, you still know your password, is that correct?

Regarding the suggestion of trying to recover the account credentials on your device, this process would let your Microsoft account be synced to the Authenticator app installed on your new device. If we’ll be successful on this, then the sign-in request or verification being prompted will be directed there already. Here’s the article once again: Back up and recover account credentials using the Microsoft Authenticator app **** and go to the section: Recover your account credentials on your new device. And, make sure that you’ll use the same email address that’s like to the Authenticator app on your old device. Please take note that this will work if the backup was turned on there.

You’ve confirmed also that you’ve tried already to select the I don’t have any of these option. May we request that you continually select that option in the sign-in process and see if you’ll be given the option to add sec info? Please check this screenshot that shows the example of options and will depend on the prompt that you’ll get on your end.

If you’ll be given the option to add sec info, you’ll also see there the reminder that upon replacing the email address in your account, it will take 30 days for it to take effect. For reference and further information about this, you may check this article: Why is my Microsoft account security info change still pending?

Please respond to this thread to let me know how the issue progresses. Similarly, if you have more questions, please inform us by replying to this post.

Answer 4

Hi Louie,

Apologies for the delay in replying. 

If I go to https://login.live.com/, I can login to my account fine (as I know my password) but if I want to update any information in my account that's when I'm being asked to authenticate my account with the App or my backup email address (which is the one I'm trying to change and therefore can't use).

Outlook works fine on both my new iPhone and web login - it's just when I want to update any of my security info it's asking me to authenticate.

I don't think I ever backed up the account credentials in authenticator so I'm really not keen on doing that process in case I then lose my outlook access on my phone.

As you'll see from the screenshots I already have a personal account in the App. So if I click on 'Add account',...

it asks what account and if i click personal it asks me to sign in with Microsoft and there's my hotmail account already...

so i enter the password and then it asks to verify my identity using 1 or 3 options...

So if i click on use Authenticator App i then have to approve a request code which doesn't show up in my Authenticator app. Its very confusing!

IF I click 'sign in another way' i'm left with the other 2 previous options which I can't do anyway (app and email)??

I'm not sure what to do.

Thanks

Answer 5

Thanks for standing by on this concern and for updating us with the status of your concern.

We acknowledge that Outlook works fine on your end and you can log into your account just fine since you know your password. We also understand that you’re concerned about trying to check if your account was backed up in your old device.

The screenshots you’ve provided are the prompts that you’re getting when you’ve tried to check the options provided within the Authenticator app.

Now, we’ll try to check the option for you to update your security information using another approach. This time, you may log into your account here: https://login.live.com/, then proceed to the part where you’ll update your security information. If you’ll be prompted to verify your identity wherein it shows the list on how to do this, immediately select I don’t have any of these. Then, check if you’ll be routed to the page where it will ask you to update your sec info.

If you’ll be able to update it from there, please be advised of the waiting period of 30 days that will take place before the changes will be applied. Here’s the article as a reference: Why is my Microsoft account security info change still pending?

If that won’t work, you may try if you can delete the Microsoft Authenticator app in the list of verification options in this link: https://account.live.com/proofs/Manage/additional?mkt=en-us.

Let us know how it goes, so we can check other recommendations.