Authenticator App Loop when Trying to Log into Outlook School Email

Question

I cannot log into my outlook account due to a never-ending authenticator app loop. I recently upgraded my iPhone and have not been able to log into my email in the Outlook app since then.

First, I will detail the issue:

1. I open the Outlook app, click "Add Account," and input my school-associated email address.
2. I click "Sign In," which brings me to a page that says "Please Authenticate. Please go the the Authenticator app to continue."
3. I click "Open Authenticator," which opens my authenticator app to a page that says "Approve sign in request. Open your authenticator app, and enter the number shown to sign in." Below, it provides a two-digit number.
4. However, I am already in the Authenticator app, and there is no option to input the number... thus, a never-ending (frustrating) loop.
5. Upon return to the Outlook app, it reads an error message.

Here are the things I've already tried, to no avail:

-Ensured my notifications are all enables

• Uninstalling and re-installing my authenticator app
• Clearing the authenticator app cache and data

-Clicking "I can't use my Microsoft Authenticator app right now," which leads to the same exact loop.

-Logging out of my school account within my Authenticator App... again, all this has done is led to the same loop, and I now cannot log into my Authenticator app at all.

I have looked through all of the other help threads, but nothing is working. In trying to trouble shoot, I am now also logged out of my authenticator app entirely. Work and school start tomorrow, so I am extremely stressed and frustrated with this. Please help!

Answer 1

Hello Julia W._139,

Good day! Thank you for posting to Microsoft Community. We are happy to assist you. First of all, I would like to express my sincere appreciation for the tremendous effort you've put into describing the entire scenario. Your detailed and thoughtful explanation is truly commendable.

Based on your description, I understand that you have lost access to your account due to the Authenticator issue.

If you are using Microsoft business/education account which is assigned by your organization: As you do not have access to your account now, it is suggested to contact your administrator and ask the administrator to reset the authentication method for your account. The administrator can do this by following **** Manage authentication methods for Microsoft Entra multifactor authentication - Microsoft Entra ID | Microsoft Learn. (If you're not sure who your admin is, you can refer to this How do I find my Microsoft 365 admin? - Microsoft Support.

If you are the only administrator and cannot access your account due to an authentication issue, it is suggested to contact the Data Protection team as we are from the community team and are not authorized to reset any user/administrator accounts. The Data Protection Team is the only support team to verify and reset the account. To find the Data Protection team's contact number, see Find Microsoft 365 for business support phone numbers by country or region - Microsoft 365 admin | Microsoft Learn **** or **** Customer service phone numbers - Microsoft Support phone numbers.

During the phone call, here are some tips and an example of a prompt to help you navigate the IVR more effectively:

In some countries, it is an automated conversation like: First, when you call the hotline, it will be asked as follows:

IVR: What kind of problem are you concerned about?

She: Authenticator.

IVR: What kind of product do you use?

You: Office 365 for business.

IVR confirmation: education or company account?

She: For companies

IVR: Are you an administrator?

You: Yes.

IVR: Do you have the other administrator in your organization?

You: No.

IVR: Do you need a... Service request?

She: Yes

You can also refer to Customer service phone numbers - Microsoft Support

Please kindly try the following conversation:

1. Dial the phone number.
2. IVR: "Welcome to Microsoft Support. Are you calling home or for business?"
   • She: "Business"
3. IVR: "How can I help you today?"
   • You: "Support for data protection"
4. IVR: "Do you already have a case number?"
   • You: "No"
5. IVR: "Do you have an Access ID?"
   • You: "No"
6. IVR: "Please hold while I transfer your call to the appropriate team."

If there is any update or I misunderstand you, please feel free to let me know. I will continue to assist you. Your understanding and co-operation are highly appreciated.

Thanks for your precious time. Have a nice day！

Sincerely,

Nafis Iqbal Shuvo

Answer 2

Thank you for your help in this matter! Contacting the account admin was able to solve the problem, which is apparently common when one has switched phones.

Answer 3

Hello Julia W._139,

Good day! Hope you are doing well. Appreciate your reply.

It's great to hear from you that the issue is solved. Thank you for your prompt attention and effort in resolving this matter. If you have any further questions or need additional assistance, please don't hesitate to let me know. Our goal is to ensure that you have a seamless and productive experience with Microsoft products and services.

We also encourage you to upvote this post so that other users who may be facing a similar issue can easily find a reply. Your support can make a big difference and help many other people in our community.

Thank you for being a valued member of the Microsoft Community.

Sincerely,

Nafis Iqbal Shuvo