Authenticator app is not sharing the code and sending me in a loop

Question

I have Microsoft 365 through my company. I reset my password. Shortly after, my authenticator app stopped working correctly. Our admin sent me instructions to reinstall the app. What I did was back up the app to iCloud. Then I deleted the Authenticator and 365 apps from my phone. I reinstalled the authonicator app. When I opened the app, it shows;

YOUR ACCOUNTS ARE NOW BACK UP TO ICLOUD

[Moderator note: personal info removed]

[Moderator note: personal info removed] sign in to add your account. -When I click sign in, it shows my email and asks for the password. I enter the password,

it says: Approve sign-in request, open authenictor app, enter the number if prompted.

62.

I can not open the authenticator app to approve. It's sending me in a loop. Ive tried this numerous times and am just getting the same steps that lead back to the authentication code.

I'm currently unable to access my email or code in the Authenitctor app. What do I need to do to fix this? Please help

Answer 1

Hi @Rosie Gonzalez, 

Thank you for posting your question in the Microsoft Q&A forum. 

I’m sorry to hear that you’re having trouble completing your two‑factor authentication (2FA). I appreciate your patience and the details you provided. 

After reviewing the details you shared, it appears the issue is caused by a Multi‑Factor Authentication (MFA) loop. When the Authenticator app was deleted and reinstalled after your password reset, the security link between the app and your work account was not restored from iCloud. Because of that, the app can’t approve sign‑in requests, and the system keeps asking you to open Authenticator even though it’s no longer connected, creating the loop you’re experiencing. 

Here are my recommendations, please follow the steps below: 

1/ Try “Use a different verification method” (if available) 

Before anything else, please try selecting “Use a different verification method” on the sign‑in page. If you previously configured any of the following, they may help you get back in: 

• A different phone number 
• A backup authentication method 
• Microsoft Authenticator on another device 
• Backup codes (if they were saved earlier) 

2/ Contact Support

• Please contact your IT administrator in your organization and ask for help resetting MFA for your account. You can also share the steps outlined in the article Manage user authentication methods for Microsoft Entra multifactor authentication. This will help them assist you in resetting your MFA settings and restoring access to your account.  

Please note that forum moderators do not have access to user account settings and cannot assist with logging in, resetting passwords, or changing access rights. While we do not have access to internal systems or administrative tools required to resolve account-specific or backend-related issues but we’ll continue doing our best to support you within the scope of our responsibilities.      

I hope this helps you regain access to your account quickly. I'm glad to assist and truly hope the information provided has been useful. Please feel free to reach out anytime if you need further assistance.  

If you find my post helpful, kindly consider marking it as the accepted answer. Doing so can assist others in the community who may have similar questions in finding solutions more quickly.  

Thank you for your kindness and contributions to the forum.  

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Answer 2

It sounds like you're experiencing a common issue with the Microsoft Authenticator app after resetting your password and reinstalling the app. Here are some steps you can take to resolve the problem:

1. Alternative Sign-In Method: If your organization has alternative sign-in methods available, try using one of those to access your Microsoft 365 account instead of relying solely on the Authenticator app.
2. Contact Your Admin: Since you mentioned that your admin provided instructions, it may be beneficial to reach out to them again. They can reset your Multi-Factor Authentication (MFA) settings, which may help you set up the Authenticator app again without being stuck in a loop.
3. Re-register MFA: If your admin can access the Microsoft Entra Admin Center, they can require you to re-register your MFA. This will prompt you to set up the Authenticator app again using a QR code, which should resolve the looping issue.
4. Data Protection Team: If you're still unable to resolve the issue, consider contacting Microsoft’s Data Protection team for further assistance. They can help verify your identity and reset your MFA settings.
5. Temporary Workaround: If you are unable to reach support immediately, you might consider creating a temporary account or using a different device to access your email until the issue is resolved.

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

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References:

• Microsoft authenticator sending me into a spiral - Microsoft Q&A
• Requesting a Tenant Admin MFA Reset - Microsoft Q&A