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

Same issue here. I have used Authenticator without any problem for a few years, but today, nothing works. Adding an account to the app asks to enter a code sent to the app... infinite loop with no solution.

I have done everything listed above: cleared the cache, reinstalled the app...

Answer 2

Same issue. I need to authenticate authenticator within the authenticator app so I can actually use authenticator to authenticate.

The Microsoft Authenticator app actually prompts me to download and install the Microsoft Authenticator app within the app that is already installed and running. Brilliant.

Answer 3

In the end, I found out that this particular computer had been initiated by another employee, which is not regular in our organization. Therefore, it had been authenticated with the phone of this employee and its Microsoft Authenticator app.

It would be really helpful if the app would tell us that instead of simply tell us to use the app... Something as simple as "this account is registered on another device. The verification number was sent there."

Days could be saved.

Answer 4

Hi Leonardo, thanks for troubleshooting this with another user... I find myself in the same problem loop, whereby the phone number associated with my account is no longer in service (attached screenshot)

I've followed your support and am stuck at the following, unable to follow these steps on IOS:

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.

I cross referenced your instruction with another recent support thread, all options here direct me via the same Authenticator problem loop.
https://learn.microsoft.com/en-us/answers/questions/1380828/signing-on-to-portal-azure-com-requests-codes-from

Can you advise from here? A manual override of account phone number seems like a possible solution? Many thanks for your support.

Steve

Answer 5

same issue and you haven't answer it. the app just keeps appearing and appearing and all our users don't use the app, they use 'desk phone' to authenticate, it still has them authenticate with their desk phone, but in addition it now wants them to setup the authenticator in order to continue, which none of them can do that. Prior to this issue, after they would authenticate with their desk phones, it would then log them in, it no longer does this, it prompting them to setup the authenticator as if they haven't already done the Multi factor setup already. MS clearly changed something and broke this function, and is not copping to it. The amount of compliances we would break allow people to use their mobile phones on the production floor would be astonishing, add that to your think tanks next brilliant idea session, admins are wasting 1000s of hours of man hours dealing with this.