Authenticator iPhone App Not Working to Verify My Business Account

Question

I am the only admin on my business account and had to reset my password today. Upon doing so, I needed to verify my identity on the Authenticator App on my iPhone 17. My phone is new and this is the first time logging in to the Authenticator App since getting it.

It wants me to login using my new password, but when I do so, it asks for me to open the ALREADY OPEN AUTHENTICATOR APP and enter the numeric code. When I go to my desktop, it does the same thing, and I am stuck in a LOOP. Now my coworker is also logged out of our Onedrive.

My work email is thankfully connected to this as a backup email to get notifications to reset the password, but that does not help the situation. I can't even get into Q&A from my business account for this reason so using my personal onedrive account to ask this question.

I have a support ticket open with Microsoft Admin 365 but have read this can take 9-14 days which is absolutely insane.

Please help.

Answer 1

It sounds like you're experiencing a frustrating issue with the Microsoft Authenticator app and your business account. Here are some steps you can take to resolve the problem:

1. Check Time Synchronization: Ensure that the time on your iPhone is set correctly. If the time is out of sync, it can cause issues with the verification codes. You can check this in the settings of your iPhone.
2. Clear Sign-In Information: Try clearing the sign-in information on your desktop application and restarting it. This may help in breaking the loop you are experiencing.
3. Use Backup Options: Since your work email is connected as a backup, you might want to check if you can receive a verification code through email or any other backup method you have set up.
4. Contact Support: Since you already have a support ticket open with Microsoft Admin 365, continue to follow up with them for assistance. They may be able to expedite the process if you explain the urgency of your situation.
5. Alternative Authentication: If you have access to another device, consider using the Microsoft Authenticator app on that device to see if you can log in successfully.

If these steps do not resolve the issue, you may need to wait for Microsoft support to assist you further.

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References:

• Solve account access problems
• What if a user can't sign in to nonbrowser apps?

Answer 2

Hi @Julianna Czech,

Welcome to the Microsoft Q&A forum.

I completely understand how challenging this situation must be, especially when you’re the only admin responsible for your account.

Restoring access requires working with the Data Protection team, as they are the only team authorized to perform MFA resets and administrator account recovery. This process ensures proper identity verification and compliance with security protocols. The team can only be reached through a support ticket, which guarantees secure handling of your case.

Since you already have an active support ticket, please be assured that the case is in the system and is being handled by the appropriate team. The extended wait time typically means your request is still in the processing stage or awaiting the next step in the queue.

The next step involves the Data Protection team conducting internal checks and gathering the necessary information. Once this step is complete, the team will contact your client to verify and confirm that they are the legitimate owner of the tenant. Following successful verification, the case will be escalated to a higher-level team to perform the MFA reset for their account.

Because this process involves multiple layers of security validation, it may take some time to complete. We kindly ask for your patience and understanding, as these measures are essential to protect your organization’s data.

Additionally, 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 clarifies the process and provides reassurance that the case is progressing. Please feel free to reach out if you have any further questions or need additional assistance in the meantime.

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