Microsoft Authenticator app issue

Question

Split from this thread.

Hi Glenn,

I am having this problem as well. When I try to sign in it asks for a code from my Authenticator app. The app shows my account grayed out. When I put my email address in, it tells me it does not exist. I see the same two options to verify my identity when I select I cannot use my authenticator app right now.

I am able to get into my account by selecting sign in with another account. When I select that my email is there and it takes me to it. However, I cannot get into my one drive. I also cannot get into my security features without a code from the Authenticator app.

I am not sure if I have another email or a phone number in there for recovery purposes.

Answer 1

When I go to outlook it asks me to pick an account. Mine is the only one listed so I select it.

It asks for my password, which I put in.

It then says more info is required.

I select use different account because of the problems with my authenticator app.

There my email address is listed and says logged in.

When I select it I can get into my email.

If I select my app launcher and select my one drive I get a bicycle on my screen. It says something went wrong and unknown error.

All the links you provided bring up my hotmail account. I do get all green check marks at the protal.office.com/ServiceStatus link. Is it specific to an account? Is that check also linked to my other account?

Thanks, DDatthelibrary.

Can you provide me a photo of the "bicycle" error message you're getting?

The green checkmarks is a test to determine if something was blocking Microsoft online services from your end.

Since you can get in to your account can you remove the authenticator app as a security info method using the Delete your authenticator app from your security info methods steps from our Set up the Microsoft Authenticator app as your verification method guide. And then uninstall the authenticator app and reinstall it again. Once re-installed add your account again.

Kind regards,

Glenn

Answer 2

When I go to outlook it asks me to pick an account. Mine is the only one listed so I select it.

It asks for my password, which I put in.

It then says more info is required.

I select use different account because of the problems with my authenticator app.

There my email address is listed and says logged in.

When I select it I can get into my email.

If I select my app launcher and select my one drive I get a bicycle on my screen. It says something went wrong and unknown error.

All the links you provided bring up my hotmail account. I do get all green check marks at the protal.office.com/ServiceStatus link. Is it specific to an account? Is that check also linked to my other account?

Answer 3

Thanks for your response Glenn!

It is actually a different account I am having issues with. I am not sure how to get you that information. Should I just type it in?

No need, DDatthelibrary. I just need to know if that was the one.

So if you go to https://outlook.live.com/ and use your Microsoft account username and password that's grayed out in the authenticator app can you access or check your emails?

How about if you go to https://onedrive.com/ and and do the same?

Also, from the device you’re having this issue, can you tell me if you’re getting all green checkmarks when visiting the following link? https://portal.office.com/ServiceStatus

Kind regards,

Glenn

Answer 4

Thanks for your response Glenn!

It is actually a different account I am having issues with. I am not sure how to get you that information. Should I just type it in?

Answer 5

Split from this thread.

Hi Glenn,

I am having this problem as well. When I try to sign in it asks for a code from my Authenticator app. The app shows my account grayed out. When I put my email address in, it tells me it does not exist. I see the same two options to verify my identity when I select I cannot use my authenticator app right now.

I am able to get into my account by selecting sign in with another account. When I select that my email is there and it takes me to it. However, I cannot get into my one drive. I also cannot get into my security features without a code from the Authenticator app.

I am not sure if I have another email or a phone number in there for recovery purposes.

Hi DDatthelibrary,

Thanks for reaching out to our Microsoft Community Forum and please accept our sincerest hope that all is well.

We understand that you're unable to use your Hotmail.com account in the the Microsoft Authenticator app.

It's going to be a challenge if you do not have an alternate email address or phone number for recovering your Hotmail account but in order for us to better assist you I need to ask:

1. The Hotmail account I see in your forum profile is that the account you're having a problem adding to the Microsoft Authenticator app?
2. If you go to https://outlook.live.com/ and use your Hotmail username and password can you access or check your emails?
3. From the device you’re having an issue, can you tell me if you’re getting all green checkmarks when visiting the following link? https://portal.office.com/ServiceStatus

We look forward to your response.

Sincerely,

Glenn Rue

Consumer M365 Forum Moderator

Microsoft Community