Authenticator code to authenticate Authenticator code

Question

To sign into my account, I am requested to provide an authenticator code. When I try to open authenticator it requests that I sign in. When I try to sign in, even from within Authenticator it asks for an Authenticator code. It is a circular process that always requests an authenticator code. When I click on the option to sign in a different way, I am only given options that involve Authenticator. I currently have my email functioning on the desktop version of Outlook, but I can't open emails on my phone or tablet. I have tried deleting the account from authenticator, deleting the outlook and authenticator apps and clearing the cache. Nothing has worked. I have contacted Microsoft support chat who tried to fix the problem but couldn't. They told me to write the problem here and that someone would contact me by email.

Answer 1

It seems you are experiencing a circular authentication issue with the Microsoft Authenticator app, where it continuously prompts for an authenticator code without allowing you to access your account. Here are a few steps you can try to resolve this issue:

1. Check for Updates: Ensure that both the Microsoft Authenticator and Outlook apps are updated to the latest version available on your device's app store.
2. Use Backup Codes: If you have previously set up backup codes for your account, you can use them to sign in without needing the authenticator code.
3. Recovery Options: If you have recovery options set up (like a secondary email or phone number), try using those to regain access to your account.
4. Reinstall Authenticator: Since you've already tried deleting and reinstalling the apps, ensure you also clear any residual data from your device settings before reinstalling.
5. Contact Support Again: If the issue persists, consider reaching out to Microsoft support again and provide them with details of the steps you've already taken. They may have additional troubleshooting steps or can escalate the issue further.
6. Access via Desktop: Since you mentioned that your email is functioning on the desktop version of Outlook, you can continue to use that while resolving the issue with the mobile apps.

If none of these steps work, it may be necessary to wait for further assistance from Microsoft support, as they can provide more tailored help based on your account's specific situation.

Answer 2

Hello,

On your computer, can you go to https://account.live.com > Security> Manage how I sign in. From there, add a new method and choose the authentication app, and it would walk you through with the QR code for you to scan with the app on your phone.

If you cannot do this on the computer due to the ask of code from the authentication app,

If you’re on the sign-in page and can’t access your authentication app, click “I can’t use my app right now.” Then look for an option like “Show more verification methods” to see if you have a backup (e.g., a phone number or alternate email).

If you don’t have access to any of the options listed, select “I don’t have any of these.” This will begin the recovery process. As part of that process, Microsoft will let you add new contact information — but only after a 30-day waiting period.

This 30-day delay is intentional. It’s a security safeguard designed to protect users in case someone else tries to hijack their account by changing recovery info. The wait gives the rightful owner time to notice and stop unauthorized changes.

Unfortunately, this policy cannot be bypassed. You can read more about it directly from Microsoft here:

https://support.microsoft.com/account-billing/-your-security-info-change-is-still-pending-or-you-can-t-access-this-site-right-now-microsoft-account-message-cbd0f64f-02d9-45d2-90c3-2375e5a72e52#:~:text=While%20we%20understand%20this%2030,phone%20number%20or%20email%20address.