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 there, I am stuck in the same loop ( where I try to login to authenticator and it takes me the email that requires authentication on the app, since the app is in use, nothing comes up and is a dead end) and I was able to reset my security information to another email but now my inbox is empty as is my drive. I changed my phone number and device at the same time and do not have any backup from my previous device.

Answer 2

If your email is linked with your internet service provider, then they can help. If you used google at any point, then they might have backed up some of your favorites, but not emails. Whoever your email provider might be, contact them for your original information when you first signed up. If you used your phone for authentication, then go to your cell provider and see if they can do a recovery. Apps also become obsolete when there is any kind of update to your device.

Answer 3

I do not believe this issue has been resolved quite yet, but one method of breaking the loop is to contact your IT or whoever manages your account. As a SysAdmin, when we started to enforce the MFA (multifactor authentication) we had some users get stuck in the loop of needing to use their Authenticator app to sign into the app. What I was able to figure out, is going to the 365 portal and searching for the 'Configure multi-factor authentication' > searching the user effected > manage user settings > clicking on the box 'Require selected users to provide contact methods again' > hit save.

What this does is that it breaks the loop that users are stuck in by allowing users to input their phone numbers again and basically reset their contact info (basically set up the app again).

The users were then able to gain access to the app and move forward. Unfortunately, I wasn't able to figure out a solution that the user themselves could accomplish.

Answer 4

Try this out and create a new sign-in method for your account.

My Sign-Ins (microsoft.com)

Depending on your setup you might be able to get in.

Answer 5

Microsoft really dropped the ball on this authenticator Bs. Should not be this difficult.