Dont have acces to the Microsoft Authenticator app and not able to login with the email id and password also.

Question

Dont have acces to the Microsoft Authenticator app and not able to login with the email id and password also.

Swapnil Nikale 11

I have logout from the Microsoft Authenticator application by mistake, and when i try to open the Azure portal it sends the request on the app but i don't have the access to the Microsoft Authenticator application.
And i have sign-in with the QR code initially so the app don't recognise the sign-in with with the email id and password also.

It's my work account, sonia there any way resolve the issues ??

MichaelDOliver-4137 30 Reputation points

2023-07-12T17:10:33.5733333+00:00

I just had a user have this issue - the "loopback" - such that she could not use the Microsoft Authenticator App (becuase it needed itself to be verified) just as below. Here is what I had to do . . . (this is July 2023, and I am the admin). Basically, I followed this article https://learn.microsoft.com/en-us/azure/active-directory/authentication/concept-mfa-howitworks - but more specifically, I went to portal.azure.com (as admin). Clicked on users, clicked on the user having the issue, then managed authentication, and added her mobile phone number, and SMS as a method, and then I removed Microsoft Authenticator (she had previously set it up, it simply stopped working). She then did the 2FA with SMS and got in. You might need to follow a different article - https://learn.microsoft.com/en-us/azure/active-directory/authentication/howto-authentication-temporary-access-pass to change the policies for the tenant to allow this - I also enabled other methods. Lord help me if this ever happens to me as admin . . . not sure if anyone at MS is watching any of this, but for a multi billion dollar company with some of the best minds out there as developers, this authentication admin and user experience is as bad as they come . . .
Mangion Mangion & Partners 15 Reputation points

2023-09-22T10:38:44.7+00:00

I have this same dead loop problem and I am the administrator so none of the solutions provided here help. I am unable to access the admin account as it asks for authenticator app code which I don't have and can't set up. Has anyone been in these same shoes and found a solution please? Does MS have a help line or a helpdesk email ? Does MS read these threads? Thanks
Evan B 0 Reputation points

2023-10-03T22:56:21.22+00:00

I just struggled with this issue for an entire day, including calls with 2 customer service reps that were unsuccessful. This method was finally the solution. Thanks!
Alexis García Pérez 0 Reputation points

2023-10-10T04:56:25.2366667+00:00

I have the same issue. I cannot log in because the phone with MS Authenticator was lost. I don't have configured any other MFA method like email, SMS, or another authenticator. I have access to the email and password, so I only want to log in and adjust MFA... but I'm in an endless loop.

If not possible, fine, but at least I WANT TO CANCEL THE SUBSCRIPTION because I don't want MS to charge it more to my credit card

I haven't found any support email to help me with this issue.
Rushyanthi Mariappan 0 Reputation points

2023-11-09T17:04:53.4966667+00:00

Hi, did you guys find an answer for this? Im also stuck here.
Luna Ticas 0 Reputation points

2024-01-22T14:18:42.5033333+00:00

Me too! Seems Microsoft has activated authenticator app for any admin account I managed for different companies. Any account is locked cause of this app. But cant add this accounts into the ms authenticator. I stuck in that problem, whether I want to log into web browser or register in the app. I cant change to other authenticationmethods, cause I can choose between authenticator or code from authenticator. What's the deal with that, microsoft?? I'm lost
Julie Strong 0 Reputation points

2024-01-26T16:32:52.0966667+00:00

I’m in the same position!! Multiple companies and I’m unable to access them, literally locked out! This is a major problem! Microsoft needs to do something about this because it’s truly not ok and really ridiculous that they’ve made it so difficult! I get privacy and confirming it’s you but seriously you should be able to verify yourself with a photo and answering a couple security questions to get back in! If anyone has a solution other than the ones I’ve read and tried in these past posts would love some advice/help. Thank you in advance!!!
Sumit Kumar 0 Reputation points

2024-02-09T14:41:28.65+00:00

I am the admin user, and I cannot login to my account as I am in the same dead loop and there is no way to do anything unless I login to my account. There is no support number for India.
Ossama Kamal 0 Reputation points

2024-02-11T12:00:05.6366667+00:00

Me too, the same issue, I'm the Admin with no access to Microsoft Authenticator and go in this loop; cannot login
Alexis García Pérez 0 Reputation points

2024-02-11T13:26:39.91+00:00

you need to dial Microsoft in your region and they will complete a survey with you to reset your MFA. once done, you need to add several auth methods like email, SMS and authenticator app
Andy Villazon 0 Reputation points

2025-02-07T17:52:01.49+00:00

Hi, I'm experiencing this same issue. I can't get anyone on the phone at customer support and the chat function does not work either. Its there any way to recover a business account that I'm paying for?

For being such a large company, the customer support is pretty much nonexistent.

4 answers

Your answer

MichaelDOliver-4137 30 Reputation points

2023-07-12T17:10:33.5733333+00:00

I just had a user have this issue - the "loopback" - such that she could not use the Microsoft Authenticator App (becuase it needed itself to be verified) just as below. Here is what I had to do . . . (this is July 2023, and I am the admin). Basically, I followed this article https://learn.microsoft.com/en-us/azure/active-directory/authentication/concept-mfa-howitworks - but more specifically, I went to portal.azure.com (as admin). Clicked on users, clicked on the user having the issue, then managed authentication, and added her mobile phone number, and SMS as a method, and then I removed Microsoft Authenticator (she had previously set it up, it simply stopped working). She then did the 2FA with SMS and got in. You might need to follow a different article - https://learn.microsoft.com/en-us/azure/active-directory/authentication/howto-authentication-temporary-access-pass to change the policies for the tenant to allow this - I also enabled other methods. Lord help me if this ever happens to me as admin . . . not sure if anyone at MS is watching any of this, but for a multi billion dollar company with some of the best minds out there as developers, this authentication admin and user experience is as bad as they come . . .
Mangion Mangion & Partners 15 Reputation points

2023-09-22T10:38:44.7+00:00

I have this same dead loop problem and I am the administrator so none of the solutions provided here help. I am unable to access the admin account as it asks for authenticator app code which I don't have and can't set up. Has anyone been in these same shoes and found a solution please? Does MS have a help line or a helpdesk email ? Does MS read these threads? Thanks
Evan B 0 Reputation points

2023-10-03T22:56:21.22+00:00

I just struggled with this issue for an entire day, including calls with 2 customer service reps that were unsuccessful. This method was finally the solution. Thanks!
Alexis García Pérez 0 Reputation points

2023-10-10T04:56:25.2366667+00:00

I have the same issue. I cannot log in because the phone with MS Authenticator was lost. I don't have configured any other MFA method like email, SMS, or another authenticator. I have access to the email and password, so I only want to log in and adjust MFA... but I'm in an endless loop.

If not possible, fine, but at least I WANT TO CANCEL THE SUBSCRIPTION because I don't want MS to charge it more to my credit card

I haven't found any support email to help me with this issue.
Rushyanthi Mariappan 0 Reputation points

2023-11-09T17:04:53.4966667+00:00

Hi, did you guys find an answer for this? Im also stuck here.
Luna Ticas 0 Reputation points

2024-01-22T14:18:42.5033333+00:00

Me too! Seems Microsoft has activated authenticator app for any admin account I managed for different companies. Any account is locked cause of this app. But cant add this accounts into the ms authenticator. I stuck in that problem, whether I want to log into web browser or register in the app. I cant change to other authenticationmethods, cause I can choose between authenticator or code from authenticator. What's the deal with that, microsoft?? I'm lost
Julie Strong 0 Reputation points

2024-01-26T16:32:52.0966667+00:00

I’m in the same position!! Multiple companies and I’m unable to access them, literally locked out! This is a major problem! Microsoft needs to do something about this because it’s truly not ok and really ridiculous that they’ve made it so difficult! I get privacy and confirming it’s you but seriously you should be able to verify yourself with a photo and answering a couple security questions to get back in! If anyone has a solution other than the ones I’ve read and tried in these past posts would love some advice/help. Thank you in advance!!!
Sumit Kumar 0 Reputation points

2024-02-09T14:41:28.65+00:00

I am the admin user, and I cannot login to my account as I am in the same dead loop and there is no way to do anything unless I login to my account. There is no support number for India.
Ossama Kamal 0 Reputation points

2024-02-11T12:00:05.6366667+00:00

Me too, the same issue, I'm the Admin with no access to Microsoft Authenticator and go in this loop; cannot login
Alexis García Pérez 0 Reputation points

2024-02-11T13:26:39.91+00:00

you need to dial Microsoft in your region and they will complete a survey with you to reset your MFA. once done, you need to add several auth methods like email, SMS and authenticator app
Andy Villazon 0 Reputation points

2025-02-07T17:52:01.49+00:00

Hi, I'm experiencing this same issue. I can't get anyone on the phone at customer support and the chat function does not work either. Its there any way to recover a business account that I'm paying for?

For being such a large company, the customer support is pretty much nonexistent.

Answer 1

Sarat Chandra 601

Hi Swapnil,

I got the below information from one of the Q& A Blog, I hope it helps you

Can you access your account via browser right now? If yes, you can follow the instructions below to set the Authenticator app on your new device:

Go to Security & Privacy page > choose Additional security verification > Update my phone numbers used for account security.
After that it will open a new window. You will see your Phone is listed and you can choose Delete.
Choose Set up Authenticator app and it will open a pop-up box with QR code so that you can configure the app on your new device.
If you cannot access your account via browser, please contact your Office 365 admin and disable MFA for you and remove the lost device. After that, enable MFA so that you can configure the Authenticator app again on the new device. Reference from:https://answers.microsoft.com/en-us/msoffice/forum/msoffice_o365admin-mso_exchon-mso_o365b/regenerate-qr-code-for-my-microsoft-authenticator/c9c975da-f8f5-48f5-b403-193fa3d66554

Juan Ardila 6 Reputation points

2022-06-21T18:54:02.33+00:00

cant sing in on 635 because its asking authenticator code all time... and i cant access to authenticator because is also asking for authenticator code.. what a loop
Muhamad Hamzah Bin Razali 6 Reputation points

2022-07-01T08:44:44.287+00:00

This. We CANNOT access our own Security & Privacy page, even though already sign-in, because it keeps asking us the code whenever we click that page only

Office 365 admin is nowhere to be found, to assist
RONALD ALAN SANDERS II 11 Reputation points

2022-07-05T02:01:52.753+00:00

IIAM in the same boat. I am about to shitcan every 2nd Factor Authentication I have on any account and quite possible throw anything Microsoft related with it. The ONLY person kept out of my accounts is me.
Dawood Aijaz 1 Reputation point

2022-10-14T14:51:45.26+00:00

Hi,
Experiencing same issues. Already have wasted 2 hours on this. Did any one find a solution to this?Any assistance will be appreciated.
Ilkin Guliyev 15 Reputation points

2023-05-28T17:47:52.77+00:00

please anyone let me know how you solved this issue. my authentication app had bug and lost all my passwords and lost security codes. now i am also in this dead loop.
B.Fluri 0 Reputation points

2024-09-19T22:54:29.42+00:00

THANK YOU!!!!! This was driving me crazy.

I went to Outlook on desktop > clicked my initials at top right of screen > view account > security info > Add sign-in method > selected Alternate phone > entered mobile number then selected “text” > it sent me a code to my phone > entered code > tried to get into outlook on my phone again, which took me the Authenticator app > click the “I don’t have access to Authenticator” link > selected my phone as the option and I got a code there and that’s it.

THANK YOU AGAIN!!

Answer 2

Tauqir Pervez 1

Found a working solution here: https://learn.microsoft.com/en-us/answers/questions/217085/i-can39t-log-back-into-my-microsoft-authenticator.html

What you have to do is go to https://mysignins.microsoft.com and under security and info you can manage log in verification methods. just delete Microsoft authenticator as an option and then re add it and it will allow you back in!!! I have just discovered this after two hours of troubleshooting.

Ilkin Guliyev 15 Reputation points

2023-05-28T17:46:33.15+00:00

it still does not work as my account deleted from Microsoft authenticator. in order to add I need to sign in and it is dead end loop that again asking authentication. Very bad user experience. And i am charged for subscriptions that i cannot use and control.

I do not know who created this stupid flow. I know mu password i can change my password through my email and phone but authentication kills all. at least there must be a way to skip authenticTion like adding your real photo, like face scan, or adding ID to restore it. Indo not know who was this PM making this dead loop that keeping customers away from microsoft authenticator. it is very useless product.
Pasqual Acosta 0 Reputation points

2023-05-30T02:19:54.0333333+00:00

Hi! Did you ever fix this? I'm experiencing the same problem
Mangion Mangion & Partners 15 Reputation points

2023-09-22T10:39:32.8633333+00:00

Di you find a solution to this as I have the exact same problem? Thanks
Reece Anderson 5 Reputation points

2024-01-15T20:07:44.4633333+00:00

I was fortunate that this option worked for me. I simply added my phone number as another way of verifying, instead of deleting the authenticator app as a verification method. I probably would have been stuck if I didn't have access to https://mysignins.microsoft.com. I think the problem for many is that they are totally signed out on everything, so going to the link here, they would need to sign into it, and if they aren't it won't work.

Answer 3

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Answer 4

I ran into the same issue with my global user account and it was a bigg mass as I cant go directly to the azure portal to reset the settings so I tried running script... what I followed is,

First of all go to windows PowerShell and run it as administrator

then type Install-Module MSOnline command and select "A" to get all commands

now MSOnline module is install in your system

next step is run this command Connect-MSOLService

and in the poop-up login with global admin account

now run the following command

Set-MsolUser -UserPrincipalName ******@YourDomain.onmicrosoft.com -StrongAuthenticationMethods @()

It will set your authentication to null.... now simply login to the browser with the account in trouble it will go through you to the reauthentication process and all will get set.

As a tip try to set more than one authentication methods such as email, phone and Authentication app.

Reference link is https://learn.microsoft.com/en-us/answers/questions/787388/reset-and-unblock-mfa-in-azure-active-directory

AndrasMezes 0 Reputation points

2024-08-25T09:38:12.3433333+00:00

It also does not work. When you try to login with your global admin account, it asks for email, password AND CODE FROM AUTHENTICATOR, what we cannot get...

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Dont have acces to the Microsoft Authenticator app and not able to login with the email id and password also.

4 answers

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