Stuck in an authenticator app loop

Question

Hi there

I am logged into my outlook account (via Godaddy) and I am trying to change my security info in the account section. When I click security info, it says I need to authenticate via the authenticator app. When I open the authenticator app, I am asked to add my account to the app, and when I try to do this, the authenticator app tells me I need to verify using the authenticator app..therefore stuck in a loop with no other options to verify myself.

Help.

Thanks

Answer 1

Hi,

Thank you for posting in Microsoft Community.

Based on your description, It seems like you’re stuck in an authentication loop with the Microsoft Authenticator app. This can be a frustrating situation. Let's work on this together in finding the best possible solution to this problem.

After further research, here are some of the steps you can do to fix this problem

1. Reinstall the Authenticator App: Uninstall and then reinstall the Microsoft Authenticator app on your device
2. Add a New Sign-in Method: - Log into your Microsoft Office account from a different device (like a laptop), go to the security info section, and add a new sign-in method for the Authenticator
3. Check App Updates and Device Settings: Make sure your device requires a PIN or biometric to unlock (lock screen). Try to re-enable face ID or fingerprint in the device settings and restart the device.

Remember, it’s important to keep your account secure, so don’t share your password or security info with anyone.

Let me know if you have any other questions.

Sincerely,

Leonardo_Y

Answer 2

Thanks for this - however, when I try to do step 2, to access the security info on my outlook inbox, it asks me to use the authenticator app to verify - making this whole process impossible.

Thanks

Answer 3

Hi,

Apologies for the late response, hope your doing well.

On top of the troubleshooting method provided, kindly try the method below:

1. First, try to uninstall and reinstall the Microsoft Authenticator app on your device.
2. If that doesn’t work,try to clear the cache and data of the Microsoft Authenticator app.You can do this by going to Settings > Apps > Microsoft Authenticator > Storage > Clear Cache and Clear Data.
3. If the issue persists, try to reset your Microsoft Authenticator app. You can do this by going toSettings > Accounts > Microsoft Account > Security > More security options > Identity verification apps > Microsoft Authenticator > Remove. After removing the app, you can add it again by following the instructions on the screen.

If none of the above steps work, you can try to verify your identity using a different method. Check if you have the option to  choose to receive a verification code via text message or email instead of using the Microsoft Authenticator app.

I hope this helps! Let me know if you have any other questions.

Sincerely,

Leonardo_Y

Answer 4

Hello

We haven't heard from you, so we assume that your issue has already been addressed. We will not be monitoring this thread moving forward so, if you need further assistance, please create a new thread to discuss these concerns by clicking this link: Create a new question or start a discussion (microsoft.com)

Thank you for your understanding

Sincerely,

Leonardo_Y

Answer 5

Hi, I am having the same issue. I uninstalled all apps and related things on my mobile device and after re installing the Microsoft Authenticator app I am still prompted after the login and password phase to go to the authenticator app and input the number it gives me.