Authenticator stuck in a loop

Question

Hi there,

I can log into my live account but it won't let me change my account info without using MS authenticator - which I can't set up without a code from MS authenticator - which is sending codes to an old email address I can't delete from the account - without a code from MS authenticator.

So frustrating as i have a valid password but can't use it to make the required changes. How can i break out of the loop. I'm now stopped from making any changes for 30 days too.

So i am locked out of my laptop via the PIN but can't reset it without using the authenticator app that I can't set up without a code from the authenticator app. Absolutely maddening!

Any way to get this sorted?

Many thanks,

Carl

Answer 1

Hello Carl,

You’re stuck because Microsoft now enforces strong identity verification for account changes, which means if Microsoft Authenticator is registered as your primary security method and you can’t complete its verification, you’re blocked even if your password is correct, this also triggers an automatic 30‑day restriction after repeated failed security changes. The only supported way to break this loop is to recover the account identity and reset security info outside the normal sign‑in flow: start the account recovery process at https://account.live.com/acsr; for a work/school device locked by PIN, sign in at https://aka.ms/recoverpc to regain access using account recovery instead of MFA, You may also reach out to your Administrator to help. If Authenticator is enforcing MFA for account changes, Microsoft explicitly documents Temporary Access Pass and security info reset as the only exits from this state when the registered method is unavailable, and there is no supported way to “skip” MFA using just a password once it’s enforced.