Authenticator wants to use Authenticator to log me into Authenticator, but I can’t use Authenticator if I’m not logged into Authenticator

Question

I’m trying to log into Azure on my work computer. It prompted me with an authentication code and told me to use the Microsoft Authenticator app on my phone. I’ve used this app before without issue, but now it seems like I’ve been logged out of the Authenticator.

When I click to sign into the app, it takes me to a similar prompt, asking me to enter a code into the Authenticator app. But I obviously can’t do this because I’m not logged into the Authenticator app. So I’m stuck in a loop of trying to log into the Authenticator, but the Authenticator wants me to use the Authenticator to authenticate myself.

There’s a link that says “I can’t use my Microsoft authenticator app right now”, and when I follow that, it takes me to a couple options, but both ultimately lead back to using the Authenticator app to login. There’s no available alternative like getting an SMS message.

What do I do?

Answer 1

This loop happens when Microsoft Authenticator is the only registered sign-in method and the app on the phone is no longer set up for the account. The app keeps asking for approval from an Authenticator instance that no longer exists.

Resolution depends on whether the account is work/school and whether there is an admin who can reset MFA.

1. If this is a work or school (Entra ID / Azure AD) account and there is an IT admin
   • Contact the organization’s IT/help desk and ask them to reset the multifactor authentication methods for the account in Microsoft Entra ID.
   • The admin can:
     1. Go to the Microsoft Entra admin center (https://entra.microsoft.com).
     2. Navigate to Users → All users → [select user] → Authentication methods.
     3. Use Require re-register multifactor authentication to clear existing MFA registrations.
   • After this reset, sign in again to Azure; the portal will prompt to set up Microsoft Authenticator from scratch (scan QR code, etc.), breaking the loop.
2. If this is a work or school account and there is no alternative MFA method and no other admin
   • If the account is a business/education tenant and the user is the only admin, Microsoft’s Data Protection team must assist.
   • Call the regional Customer service phone numbers - Microsoft Support and request a ticket with the Data Protection team to reset the admin’s MFA.
   • When the IVR asks, indicate:
     • Product: Office 365/Microsoft 365 for business.
     • Account type: company/education.
     • Role: tenant administrator.
     • Problem: lost access to Microsoft Authenticator and need MFA reset.
   • Alternatively, create a temporary trial Microsoft 365 tenant, sign into its admin center, and open a support ticket from there asking the Data Protection team to reset MFA for the original tenant.
3. If this is a personal Microsoft account and there is no working alternative method
   • Use the account recovery and security info reset flow (for personal accounts) from a browser where the account is still signed in, and remove or change the security info so that Authenticator is not the only method.
   • If locked out everywhere and no alternative methods work, recovery must be done via Microsoft’s standard account recovery process; forum moderators and tools cannot bypass this.
4. If the issue is “Authentication did not complete” rather than a pure loop
   • Ensure the Authenticator app is:
     • Unlocked on the device.
     • Updated to the latest version.
     • Allowed to show notifications.
     • On a device with correct date/time and working internet connection (try switching Wi‑Fi/mobile data).
   • Then retry sign-in; if still stuck in the loop, an MFA reset as above is required.

In summary, the loop cannot be broken from the app alone when Authenticator is the only method. An admin (or Microsoft support/Data Protection for sole admins) must reset the MFA registration so the account can be re-enrolled on the phone.

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References:

• Microsoft authenticator sending me into a spiral - Microsoft Q&A
• I cant log in to my business account because it is requiring Authenticator app which I do not have - Microsoft Q&A
• I have a Micrsoft business account and I am the admin and the only user registered under this account. I can't log in because i have replaced my phone and the authenticator doesn't work. - Microsoft Q&A
• Requesting a Tenant Admin MFA Reset - Microsoft Q&A
• Troubleshoot problems with Microsoft Authenticator
• Authentication did not complete
• Common problems with two-step verification for a work or school account