unable to log into business account

Question

unable to log into business account as it keeps asking for authentication but this account isn't set up on my authenticator app and it doesn't give me any other way of authenticating

---

Moved from: Microsoft 365 and Office | Access | For business | Windows

Answer 1

Dear @gavin hutchinson,

Good day! Welcome to Microsoft Q&A forum!

Based on your description, I understand that you’re unable to sign in to your business account because it repeatedly prompts for authentication, but this account is not set up in your Authenticator app and no alternative authentication method is being offered.

I sincerely apologize for the inconvenience caused by this issue.

To understand the situation better and provide you with the most suitable support, could you confirm the following information: 

• Was Microsoft Authenticator previously set up on another phone or device?
• Was the app removed, the phone changed, or the setup never completed?
• Are you an end-user or an admin (if you're an admin, are there other admins that could help you with authentication or are you the only admin) in your organization?

Your confirmation would be very helpful in ensuring you receive the most suitable support!

If you change your device and haven't set up your account in Microsoft Authenticator, please kindly try the following steps to set up Microsoft Authenticator for your new device:

• Sign in to the 'Security info' page of your work or school account at mysignins.microsoft.com/security-info
• Select 'Add sign-in method'
• 
• Choose 'Microsoft Authenticator'
• 
• If you already have Authenticator installed on your phone, select 'Next' to display a QR code
• From there, open Authenticator app on your phone and select the plus icon and select 'Add account'
• Select 'Work or school account' then tap 'Scan QR Code'
• 

If you can't access the Security info page, you might need to reach out to your IT Admin for assistance. If you’re unable to sign in due to a phone change, a new phone number, or issues receiving your authentication code, your IT administrator can help by updating your authentication methods or revoking and re-registering your authentication.  

Please note 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.  

For detailed guidance, ask your IT administrator to review the step-by-step instructions provided in the referenced article: Manage user authentication methods for Microsoft Entra multifactor authentication

If you're an admin, please check to see if there are other IT admins in your organization who can help you with the reset.

If you're the only admin, in this situation, the Microsoft Data Protection Team has tools and processes in place to verify identity and regain access to administrator accounts.

Please kindly update me if you're the only admin so I can provide you with suitable steps accordingly.

Any updates you’re able to share would be really helpful.

I'm here and happy to help! Thank you for your kindness and patience!

---

If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment". 

Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.