Infinite Loop with Microsoft Authentication

Question

One of my colleagues is having difficulty with authentication. She has Microsoft Authenticator on the company phone and it shows her email account, but not the rotating number sequence. When she attempts to login on her laptop, she needs to authenticate. When she click Sign in another way on her laptop, there two choices: use authenticator or verfifcation code. If verification code is chosen, it wants her to pick the code from the phone which does not display a verification code in the authenticator app.

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Moved from: Microsoft Security | Microsoft Authenticator

Answer 1

Hello @Toni Dunning , 

Thank you for posting your valuable question on Microsoft Q&A forum.   

I'm very sorry for the inconvenience you’ve experienced, based on the details you shared. 

Could you please confirm whether the account that lost access belongs to the end user or the IT administrator? 

If this is an end‑user account, I recommend contacting your organization’s administrator so they can reset the MFA settings through the Microsoft Entra Admin Center. If you haven’t already reached out, here’s a helpful guide on how to locate your Microsoft 365 administrator: How do I find my Microsoft 365 admin? - Microsoft Support  

Ask your administrator to follow these steps:    

• Go to Microsoft Entra Admin Center: https://entra.microsoft.com  
• Navigate to Users > All Users.  
• Select the user account.  
• Go to Authentication Methods.  
• Click "Require re-register multifactor authentication".  

 

This will reset their MFA settings. The next time they sign in, they'll be prompted to set up the Authenticator app again using a QR code.  

If the account belongs to an IT administrator, please check whether there are other admins in your organization who can assist with the reset. 

If the locked-out account is the only administrator account in your organization, you will need to contact the Microsoft Data Protection team. They are the only group authorized and equipped with the necessary tools and verification procedures to confirm your identity and restore administrator access. 

Please try to find the related hotline number to call the frontline and let them raise a ticket for you: Customer service phone numbers - Microsoft Support 

Please carefully follow this instruction to ask for Microsoft Data Protection team support:   

Depending on your country or region. For some countries, when calling the support number, although there are about 30 seconds opening as something "you can visit the link...." But you can ignore this opening and wait until the option, then "1" as a business email user, "1" again for technical help.   

For some countries, it will be an automated conversation like:    

First, when you call the hotline, it asks what kind of problem you are worried about.   

Answered: authenticator.   

A: What kind of product are you using?   

B: Office 365 for business.   

A confirmation: education or company account?   

B: For companies   

A: Are you an administrator?   

B: Yes.   

A: Do you have the other admin in your organization?   

B: No.   

A: You need one.... Service request?   

B: Yes   

If your organization's Office 365 Business/Education subscription is from a partner or reseller, and the global administrator is unable to open a service request on your end, contact the reseller's support provider to help open a service request on behalf of you instead.   

Please understand that forum moderators have no control over user accounts, especially when it comes to logging in to your account, resetting your password, changing your access, etc.   

I hope you can successfully revoke the access. If you encounter any difficulties in contacting the frontline support, please feel free to let me know.

Thank you and I wish you a great day!  

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Answer 2

It sounds like your colleague is experiencing an issue with the Microsoft Authenticator app where it is not displaying the verification code needed for authentication. Here are some troubleshooting steps that might help resolve the issue:

1. Check App Permissions: Ensure that the Microsoft Authenticator app has the necessary permissions on the phone. Sometimes, restrictions can prevent the app from functioning correctly.
2. Update the App: Make sure that the Microsoft Authenticator app is updated to the latest version. An outdated app may not function properly.
3. Re-register the Account: If the account is not displaying the verification code, it might help to remove the account from the Authenticator app and re-add it. This can refresh the connection and potentially resolve the issue.
4. Use Alternative Authentication Methods: If the verification code is not available, your colleague can try using the other authentication method, such as receiving a text message or a phone call, if those options are set up.
5. Check for Service Issues: Sometimes, service outages can affect the functionality of authentication apps. Check the status of Microsoft services to see if there are any ongoing issues.

If these steps do not resolve the issue, it may be necessary to contact IT support for further assistance.

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References:

• Authentication methods in Microsoft Entra ID - Microsoft Authenticator app
• MFA via notifications through mobile app