Authenticator log in loop

Question

I am trying to log into my work outlook on my phone which then takes me to the authenticator app to verify, when I try to log into my authenticator app it then tells me it will send me an e-mail to log in, which I have not received. How do I get out of this loop?

Answer 1

To resolve the issue of being stuck in a login loop with the Microsoft Authenticator app, you can try the following steps:

1. Check Email Spam/Junk Folder: Ensure that the email for logging into the Authenticator app hasn't been filtered into your spam or junk folder.
2. Request a New Email: If you haven't received the email, try to initiate the login process again to see if you can request another email.
3. Use Backup Verification Methods: If you have other verification methods set up (like phone calls or SMS), try using those instead of relying solely on the email.
4. Clear App Cache: If you're using an Android device, clearing the cache of the Authenticator app might help. Go to your device's settings, find the Authenticator app, and clear its cache.
5. Reinstall the App: As a last resort, uninstall and then reinstall the Microsoft Authenticator app. This may help reset any issues with the app itself.

If these steps do not resolve the issue, you may need to contact your IT support for further assistance, as they can provide specific help based on your organization's setup.

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References:

• Users get in a loop when they try to add passkey in Authenticator
• Frequently asked questions about Microsoft Entra multifactor authentication

Answer 2

Hi @Ben Moseley,

Thank you for posting your question in the Microsoft Q&A forum, and I’m sorry to hear you're having trouble accessing your work account.

To better assist you, could you please clarify the following: 

• Have you tried searching for the email across all folders in your mailbox?
• Could you double check if you have added your work account to the authenticator app?
• If yes, are you currently using the same device where you originally registered the Authenticator app? Have you recently switched to a new device?
• Is the account you used to sign into Outlook the same one you’re verifying in Authenticator?

While we wait for your answers, here are some steps you can try:

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Please note: these instructions are intended for end-users. If you’re an IT administrator dealing with an authenticator issue, let me know so I can provide guidance specifically for your role.

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1/ You can follow this official guide to get started: How to add your accounts to Microsoft Authenticator - Microsoft Support  

2/ You can also refer to this article for instructions on signing in with your work account using the app:  Sign in using Microsoft Authenticator - Microsoft Support 

3/ If you need further assistance, you can 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 this is done, you’ll be prompted to set up MFA again on your new device during your next sign-in.

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.*   

If you have any updates, feel free to leave a comment under this post. I’ll be happy to assist further. 

Thank you for your cooperation and understanding in resolving this matter.

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