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Microsoft Authenticator loop

Anonymous
2025-04-11T19:38:00+00:00

Whenever I try to sign in (to Outlook, for example) using my work account, I'm told I will need to complete extra steps and to download the Microsoft Authenticator before clicking "next". When I click "next," I get a message telling me that I have already downloaded the Authenticator and to click "done". When I click "done," I'm taken back to the message instructing me to download the Microsoft Authenticator app before clicking "next", which is right back where I started. The cycle loops endlessly. How do I move past this?

Thanks,
Matt

Microsoft 365 and Office | Install, redeem, activate | Other | Other

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  1. Anonymous
    2025-04-12T18:05:08+00:00

    Hello Pygmydingo,

    Welcome to the Microsoft Community Support!

    I can understand your frustration because of this loop issue. In order to break this endless cycle follow the below steps:

    1. Open the Microsoft Authenticator app on your phone.
    2. Go to the app settings and remove the account that's causing trouble.
    3. After removing it, re-add the account by scanning the QR code provided during your sign-in attempt.
    4. On your computer or mobile device, clear your browser’s cache and cookies.
    5. Revisit the sign-in page and try starting fresh with the sign-in process.
    6. Completely uninstall the app from your phone.
    7. Restart your phone, reinstall the app, and sign in to your work account within the app again.
    8. Try setting up your account and completing the sign-in steps on another device (e.g., a different computer or phone).
    9. If you're using a work account, ask your IT administrator for assistance. They may need to reset your authentication method and provide a new QR code or alternate verification method.
    10. Ensure both the Authenticator app and your device's operating system are updated to the latest versions. Outdated software could contribute to the issue.
    11. If your work allows, log in via a different method (like an SMS code or email verification) rather than using the Authenticator app, at least temporarily.

    If the problem persists, please feel free to contact us via https://support.microsoft.com/contactus

    Best Regards, Van Johnson | Microsoft Community Support Specialist

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