Microsoft Authenticator loop

Question

Dear Microsoft Support Team, I am reaching out because I am unable to sign in to my works account due to an issue with Microsoft Authenticator. When I try to log in, it asks for a verification code generated by the same app, but I cannot obtain it since I do not have access to Authenticator. This has created an infinite loop that prevents me from recovering my account. I have tried several solutions, including clearing the cache, uninstalling, and reinstalling the app, but the issue persists. I would appreciate your assistance in restoring access to my account or providing an alternative authentication method. It is a small business and i and my partner are the administrators. Thank you

Answer 1

Dear Mark Ahuja,

Good day!

Thanks for reaching out to this community.

Based on your description, I understand you are experiencing loop issues with the Microsoft Authenticator app.

In this case, the best option is to reset MFA (multi-factor authentication) for your account:

Since it seems you are using an admin account,

• If there are other users with (Global) admin rights, it is suggested to contact them to reset/require re-register the Authentication method for your account. Admin can do it by following Manage authentication methods for Microsoft Entra multifactor authentication - Microsoft Entra ID | Microsoft Learn. (If you are not sure who is your admin, can refer this How do I find my Microsoft 365 admin? - Microsoft Support).
• If you are the only (Global) admin, it is suggested to contact Data Protection team, because we are from community team and we are not authorized to access/reset any user/admin account. The Data Protection Team is the only support team to verify and reset the account. To find contact number of Data Protection team, please check Customer service phone numbers - Microsoft Support.

To have a successful call, you may refer to the following two success stories:

I can't sign in to my administrator account - Microsoft Community

Microsoft Authenticator doesn't notify you about CODE - Microsoft Community

Note:

1. If your country/region isn't listed, select a neighboring country/region or dial the United States support phone number.
2. In most countries/regions, billing support for Microsoft 365 for business products and services is provided in English from 9 AM-5 PM, Monday through Friday. Local language support varies by country/region.
3. Technical support is provided in English 24 hours a day, 7 days a week, and in some cases, in local languages as noted.

Furthermore, since Microsoft has specific support channel capabilities for certain scopes and different support attributes and we provide some limited knowledge about some aspects of the scenarios, for your question specifically related to Microsoft Authenticator, I recommend posting your concerns in the dedicated community at Microsoft Authenticator - Microsoft Q&A. Experts in this category have extensive knowledge and can provide customized solutions to unique problems.

Thank you for your understanding and co-operation!