Authenticator cannot login

Question

I have both a school and a work email that requires authentication form the microsoft authenticator app. When i try to add these accounts to the authenticator app it requests authentication which is impossible as i am already trying to log in to the authenticator. I have tried to add a phone number verification but to do so i must log in which i cannot due to the requirement of the authentication.

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Moved from: Microsoft Security | Microsoft Authenticator

Answer 1

Hello @James Spriggins

Welcome to the Microsoft Q&A Community! 

Thank you for your message. Because your work and school accounts are managed by different organizations, each organization controls its own multi‑factor authentication settings. To restore access, you will need to contact the IT administrator for both your work organization and your school. Each IT team must complete an MFA reset on their side for the account they manage. 

If you’re unsure who the Global Admin is within your organization, you can find guidance on locating them here: How do I find my Microsoft 365 admin? - Microsoft Support 

Kindly ask each IT administrator to do the followings: 

1/ Reset your multi‑factor authentication registration 

In Microsoft Entra admin center, your administrator can require re‑registration of MFA so you are prompted to set up your authentication methods again at next sign‑in.  

Please have your Admin follow the steps shown in the following article: Manage authentication methods for Microsoft Entra multi-factor authentication - Microsoft Entra ID … 

• Sign in to the Microsoft Entra admin center as at least an Authentication Administrator. 
• User > all user. Select the user you want to act on, and select Authentication methods. then select Require re-register of multi-factor authentication.  

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

2/ Clear existing authentication methods if necessary 

If you are still blocked, the administrator can remove your existing authentication methods from the user’s Authentication methods page so you can add new ones during the next sign‑in. 

3/ Confirm which methods are permitted by policy 

Some organizations limit verification methods. Ask the administrator to confirm which methods are allowed and ensure that, at a minimum, you can register Microsoft Authenticator and a backup method such as phone call, SMS, or a hardware key, according to the organization’s security policy. 

Please include the below information when you contact each IT team: 

1. Your full name and the affected sign‑in email address. 
2. A brief description of the issue, for example: “I am unable to sign in because I am prompted to approve a request in Microsoft Authenticator, but I cannot access the app to approve it.” 
3. A request for an MFA reset and permission to re‑register authentication methods. 
4. Any urgency or deadlines that make timely access important. 

After your MFA is reset, kindly:  

1. Sign in when prompted and complete the setup for Microsoft Authenticator. 
2. Add at least one backup method immediately, such as phone call, SMS, or a FIDO2 security key, depending on your organization’s policy. 
3. Verify that you can use both the primary and backup methods before logging out. 
4. Repeat the same steps for your other account with the second organization. 

I hope the given information is clear and will help you resolve the issue. Let me know if you have any concerns.

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Answer 2

If you are unable to log in to the Microsoft Authenticator app because it requires authentication that you cannot provide, you may need to consider alternative methods to regain access to your accounts. Here are some steps you can take:

1. Alternative Sign-In Methods: Check if there are any alternative sign-in methods available for your accounts, such as SMS verification or email verification. If you can access these options, use them to log in.
2. Contact Your Administrator: If you are using a school or work account, reach out to your IT administrator. They can reset your multi-factor authentication (MFA) settings, allowing you to set up the Authenticator app again. They can do this through the Microsoft Entra Admin Center by requiring you to re-register for MFA.
3. Microsoft Support: If you are the only administrator for your organization and cannot access your account, you may need to contact Microsoft support for assistance. They have processes in place to help users regain access to their accounts.
4. Try a New Trial Tenant: As a last resort, you can create a new trial tenant to contact Microsoft support. This will allow you to submit a support ticket regarding your locked account.

These steps should help you in resolving the issue with your Microsoft Authenticator app.

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References:

• Authentication methods in Microsoft Entra ID - Microsoft Authenticator app
• Microsoft authenticator sending me into a spiral - Microsoft Q&A