Stuck in a Loop in Microsoft Authenticator

Question

I'm trying to sign in to my Microsoft account. I enter my username and password, after which I'm asked to open the Authenticator app and enter the number shown.​

Okay, I'll open up the Authenticator app. I just bought a new phone, so I haven't added my account to the app yet. I tap "New account" and enter my credentials... and now I'm asked to enter the number shown in the Authenticator app. Which I obviously can't do yet. Well, there's an option "I can't use my Microsoft Authenticator app right now". When I tap on that, I get two other options: both of which require the Authenticator app.

So I'm stuck in this loop: I can't sign in to my account with out the Authenticator app, and I can't add my account to the Authenticator app without using the Authenticator app.

​Any tips?

Answer 1

Dear Riku Pepponen

Good day! Thank you for posting to Microsoft Community. We are happy to help you!

Based on your description, given that our forums do not have the relevant permissions and knowledge to fix your issue, please contact the Microsoft Authenticator App team, who have more experience and authority in this area and only handle queries related to the Microsoft Authenticator App, Therefore, I recommend contacting them by posting your question. Please submit thread here Microsoft Q & A (Microsoft Authenticator application).

If your problem persists, since this issue refers to account information and phone which is very sensetive, should not be discussed in this public site. For better support, please kindly contact our dedicated support team directly for further assistance, please kindly refer to

Online support and Find Microsoft 365 for business support phone numbers by country or region

Thanks in advance for your understanding! Your patience and cooperation will be highly appreciated. Hope you all the best! Merry Christmas to you in advance!

Sincerely,

Kerry Chen | Microsoft Community Moderator