MFA looping

Question

Can not login my account. Urgent help please.

Answer 1

Dear Remond nill

Good day! Thanks for posting in the Microsoft Community. We'll be happy to help!

First of all, we regret for the inconvenience caused to your work. Based on your description, I have a general understanding of your question, if your account is a Microsoft 365 work or school account, and if you are an end user/if you are an administrator but another user has administrator privileges, it is recommended that you contact your administrator and ask them to reset the authentication method for your account. The administrator can do this by: **** Manage authentication methods for Microsoft Entra multifactor authentication - Microsoft Entra ID | Microsoft Learn. (If you're not sure who your admin is, you can forward this How do I find my Microsoft 365 admin? - Microsoft Support

If you're the only admin and can't access your account due to an authentication issue, it's recommended that you contact the privacy team, as we're from the community team and don't have permission to reset user/admin accounts. The privacy team is the only support team that verifies and resets the account. For the privacy team contact number, please see **** Find Microsoft 365 for business support phone numbers by country or region - Microsoft 365 admin | Microsoft Learn

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

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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 your account is Microsoft personal account (outlook.com/live.com/Hotmail.com), please reply back to us, so we can involve personal account team for further assistance.

Thank you in advance for your understanding. Your patience and cooperation will be greatly appreciated. I hope for all the best!

Sincerely

Kerry Chen | Community Moderator