Stuck in authenticator app loop!

Question

I can’t log in to my student account because it wants me to verify with the Authenticator app but the Authenticator app keeps asking me for a verification code and I am stuck in a loop. It was installed on a previous device but that device has been wiped and I don’t have it anymore. Move from: Microsoft Security | Microsoft Authenticator

Answer 1

Hello @NATALIE DIVOLA

Welcome to Q&A forum!

I understand that it is very inconvenient for you to be stuck in a loop and unable to sign in, and I will do my best to help you within my ability.

Since this is a sensitive and complex issue related to account security, I kindly ask for your patience and recommend following the steps to regain your access.

In this case, as you are using university account, the only way to regain access is to contact your "IT administrator or Global admin" and request a phone number update in the Microsoft Entra admin center.

In the Entra admin center, an administrator can set user accounts to require a re-enrollment of multi-factor authentication (MFA). Ask your administrator to follow the steps shown in the following article:

Manage user authentication methods for Microsoft Entra multi-factor authentication

• Sign in to Microsoft Entra - Microsoft Entra admin center
• User -> all users. Select the user you want to act on, and then select "Authentication methods". then select "Require multi-factor authentication re-registration".

Require re-enrollment MFA: This disables all previous authentication methods. You'll then be prompted to set up a new MFA authentication method the next time you try to sign in, so you can add a new authenticator app.

*Note:

• Please note that in this case, you only need to find the global admin of your organization’s tenant. They are the ones who can help you regain access to your account.
• The global admin is usually someone in your school’s IT team or a system administrator. They manage Microsoft 365 settings, licenses, and security.
• Most schools have a helpdesk or IT support email. You can contact them to confirm who the global admin is.

---

If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment".

Note: Please follow the steps in "our documentation" to enable e-mail notifications if you want to receive the related email notification for this thread.

Answer 2

To regain access to your student account when you're stuck in a loop with the Microsoft Authenticator app, you will need to reset your Multi-Factor Authentication (MFA) settings. Since the app was installed on a previous device that is no longer accessible, follow these steps:

1. Contact Support: Reach out to your institution's IT support or help desk. Explain your situation and request assistance with resetting your MFA settings. They may have specific procedures for handling such cases.
2. Use Alternative Verification Methods: If your institution allows it, ask if there are alternative methods for verification, such as receiving a code via text message or email.
3. Create a Temporary Account: If you cannot reach support, consider creating a trial tenant account to submit a support ticket. This can sometimes allow you to access the admin console and request help from the Data Protection team.
4. Follow Up: If you initially contacted support and did not receive help, consider escalating your request or asking to speak with a manager if your issue is urgent.

These steps should help you regain access to your account and resolve the issue with the Authenticator app.

---

References:

• How Do I Regain Access to My Account After Losing Access to Microsoft Authenticator? (Urgent Request).
• Requesting a Tenant Admin MFA Reset