Completely locked out of Microsoft 365 account: Authenticator not generating code/push for one account, all sign-in attempts loop back to Authenticator

Question

Hi everyone,

I’m completely locked out of one specific Microsoft 365 account because MFA via Microsoft Authenticator is stuck in a loop.

What’s happening:

• Microsoft sign-in always takes me to “Enter the code displayed in Microsoft Authenticator”.

In the Authenticator app, the affected account exists, but it does not produce a 6-digit code and I also don’t get any push notification to approve sign-in.

I have two other accounts in the same Authenticator app and those work perfectly (codes/push prompts work), so this issue seems isolated to this one account.

Every link I click that requires access (Microsoft 365 admin pages, security info pages, etc.) forces me to sign in again, and every single sign-in attempt loops back to Authenticator, which “sends a code” that never arrives / is never generated.

Because of this, I can’t sign in anywhere to update security info or re-register MFA. I’m effectively locked out.

Environment:

• Device: [Android/S25 Ultra]

Location: South Africa

Account affected: i*@a3tech.co.za** (masked for safety)

Questions / help needed:

What causes Authenticator to stop generating OTP codes and stop sending push prompts for only one account, while other accounts work?

What steps should I try to restore MFA for that account (time sync, app reset, re-register device, etc.)?

If this account is an admin account and I’m locked out, what is the correct recovery path (admin-side MFA reset / require re-register MFA / tenant recovery if I’m the only admin)?

Thanks in advance for any guidance.

Answer 1

Hi Emmanuel Okolie,

I just wanted to follow up and see if your issue has already been resolved. If you still need any clarification or additional help, please feel free to reply here. If the previous information helped solve your problem, consider marking the response as “Accept Answer” so it can assist other community members as well. Thank you!

Answer 2

Hi Emmanuel Okolie,

Based on what you described, there are a few common reasons why Microsoft Authenticator would stop generating OTP codes and stop sending push prompts for just one account while others continue to work normally. In most cases, that specific account’s Authenticator registration is out of sync with Entra ID, or the account was configured for push/passwordless-only authentication, which means it will not display a 6-digit TOTP code. It can also be caused by local device factors such as disabled notifications, aggressive battery optimization, network issues, or incorrect time synchronization. Another possibility is a mismatch between the account type (personal vs. work/school) and the authentication method expected by the tenant.

On the device side, you can first verify that push notifications are allowed for Microsoft Authenticator and that battery optimization is not restricting it. Make sure the phone has stable internet access and that automatic date and time are enabled, since OTP codes depend on accurate time sync. After that, force stop the Authenticator app and reopen it. Reinstalling the app can be tried as a last step if needed. Microsoft provides a general troubleshooting guide here: https://support.microsoft.com/account-billing/troubleshoot-problems-with-microsoft-authenticator-a3a74493-566b-4c2e-b949-a2789bac0fd3

If you are still unable to receive a code or push notification, try selecting “Sign in another way” on the sign-in screen and use any available alternative method such as SMS, phone call, or Temporary Access Pass. Once signed in, you can remove and re-register Microsoft Authenticator under Security info. If another Global Admin is available, the cleanest solution is for that admin to go to Microsoft Entra admin center, open Users, select the affected account, and under Authentication methods either delete the existing Microsoft Authenticator method or require the user to re-register MFA. That typically resolves this type of loop. You can refer to Microsoft’s documentation here: https://learn.microsoft.com/entra/identity/authentication/howto-mfa-userdevicesettings

If this is a Global Admin account and you are the only admin in the tenant, the supported recovery path is to contact Microsoft Support and request tenant recovery. Microsoft will require proof of domain or subscription ownership before resetting MFA. That is the official process when no other admin or authentication method is available.

I hope this helps clarify the situation and gives you a clear recovery path. If you find this helpful, please consider voting for the answer.