Authenticator app is in a loop & I can't access email on new iPhone 17 Pro

Question

Microsoft Authenticator is in an endless loop, and I can't access my email. I got a new iPhone 17 Pro and when I try to login to my email address, it says to "Enter the code displayed in the Microsoft Authenticator app on your mobile device" but the Authenticator app doesn't have a code, and it has the same message. I do not have access to my old phone. I've tried logging in with my laptop, but it too is asking for an Authenticator code. PLEASE HELP!

Answer 1

Is this a personal Microsoft account or a work or school email?

What’s happening is that your account is still expecting approval or a code from the Authenticator app that was registered on your old phone. Since you no longer have that device, the sign-in keeps looping. The fix is to recover your account and reset your security info from Microsoft’s side. Please start here and follow the steps carefully:

https://support.microsoft.com/en-gb/account-billing/how-to-recover-a-hacked-or-compromised-microsoft-account-24ca907d-bcdf-a44b-4656-47f0cd89c245.

You can also try the sign-in troubleshooter, which is designed for cases like this where MFA is blocking access: https://support.microsoft.com/en-us/account-billing/i-can-t-sign-in-to-my-microsoft-account-475c9b5c-8c25-49f1-9c2d-c64b7072e735.

Once you regain access, I strongly recommend setting up Microsoft Authenticator again on your new iPhone and adding a backup sign-in method so this doesn’t happen again: https://support.microsoft.com/en-us/account-billing/how-to-add-your-accounts-to-microsoft-authenticator-92544b53-7706-4581-a142-30344a2a2a57.

Answer 2

How do I contact Microsoft support?

Answer 3

If you're stuck in a loop with the Microsoft Authenticator app and cannot access your email, here are some steps you can take to regain access:

1. Contact Microsoft Support: Since you do not have access to your old phone and the Authenticator app is not providing a code, your best option is to contact Microsoft support directly. Explain your situation and request assistance with resetting your multi-factor authentication (MFA) settings.
2. Use a Backup Method: If you had set up alternative authentication methods (like SMS or email), try using those to log in. If you are prompted for a code from the Authenticator app, look for an option that says you don't have access to the app and see if it allows you to use an alternative method.
3. Create a Temporary Account: If you are unable to reach support, consider creating a new Microsoft account temporarily to submit a support ticket. This can help you communicate your issue to the Data Protection team.
4. Follow IVR Prompts: When you call support, follow the prompts carefully. Indicate that you are an administrator and that you need to reset your MFA settings.
5. Patience and Persistence: It may take some time to resolve the issue, so be patient and persistent in following up with support until your access is restored.

These steps should help you navigate the situation and regain access to your email.

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References:

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