Authenticator Verification Loop

Question

Good morning,

I am escalating an issue with my Microsoft UBC account. When attempting to sign in via the web, I am prompted to use the Microsoft Authenticator app. However, the app shows that I am not logged in, creating a loop that prevents me from accessing my account and certain links.

Attempts to disable the Authenticator verification step prompt me for a code or approval via the app, but I never set up the app myself. My account is managed through my employer (UBC), but there is nothing visible on the admin side that allows them to resolve this.

Could you please advise how to disable the Authenticator verification or provide an alternative way to regain access? This issue is preventing me from completing essential work.

Thank you very much.

RemovePII

Answer 1

It seems that you are experiencing a common issue where the Microsoft Authenticator app is not recognizing your account, leading to a loop when trying to sign in. Here are some steps you can take to resolve the situation:

1. Check for Notifications: If you have access to the Authenticator app, try opening it and selecting Check for notifications. This may help you approve the MFA prompt if it appears.
2. Use Verification Codes: If notifications are not working, you can use the verification codes generated by the Authenticator app as an alternative method to sign in. Make sure you have the app installed and set up to generate these codes.
3. Contact Your Administrator: Since your account is managed by your employer, it’s advisable to reach out to your IT department or administrator. They may need to reset your MFA settings or assist you in disabling the Authenticator verification step.
4. Workaround for Loop Issues: If you are stuck in a loop, sometimes logging in from a different device or browser can help. Alternatively, clearing your browser's cache and cookies may also resolve the issue.

If these steps do not resolve the issue, it may require further investigation by your IT support team to ensure that your account settings are correctly configured.

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References:

• Troubleshoot common issues with Microsoft Entra B2B collaboration
• Microsoft Authenticator issues

Answer 2

Hi @Thomsen, Laura,

Welcome to Microsoft Q&A forum.

Thank you for reaching out and explaining the issue. I understand you’re experiencing a verification loop with Microsoft Authenticator that prevents you from signing in and completing essential work.

To help regain access to your account, please reach out to your IT administrator and share with them the steps outlined in the article Manage user authentication methods for Microsoft Entra multifactor authentication. This will help them assist you in resetting your MFA settings and restoring access to your account.

Once your organization's IT admin has reset your MFA, the next time you log in to your account, you will be guided through the process of setting up the Microsoft Authenticator app again from the beginning by scanning a QR code. This will break the loop and allow you to access your account normally. 

Please note that forum moderators do not have access to user account settings and cannot assist with logging in, resetting passwords, or changing access rights. While we do not have access to internal systems or administrative tools required to resolve account-specific or backend-related issues, we’ll continue doing our best to support you within the scope of our responsibilities.   

I hope this helps you regain access to your account quickly. I'm glad to assist and truly hope the information provided has been useful. Please feel free to reach out anytime if you need further assistance.

Thank you for your kindness and contributions to the forum.

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Answer 3

Hello Lia,

Our IT team is currently investigating the issue, and it’s been escalated to the Microsoft product team. The technician assigned to my ticket is PII Removed.

Is there anything your team might be able to support with in the meantime?

Thank you!

PII Removed