Authenticator app doesn’t work can’t log in to Microsoft Exchange

Question

Can’t log in to Microsoft Exchange code required but I’m not able to receive through the authentication app, which doesn’t work

Answer 1

Hi @sol bokhman,

Thank you for posting your question in the Microsoft Q&A forum, and I'm sorry to hear that you're having trouble accessing your account.

Microsoft Authenticator may not receive codes or push prompts because Multi‑Factor Authentication (MFA) is required on the Microsoft 365 account, but the registered authentication method is unavailable. This commonly happens if the Microsoft Authenticator app was reinstalled, the mobile device was changed, or the work or school account was removed from the app, especially when no backup verification methods (such as SMS, alternate app, or another device) are configured. In these situations, the username and password are still correct, but the sign‑in fails because the required MFA verification step cannot be completed.

To move toward a resolution, I suggest the following options:

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As the account type has not been specified, I may not be able to provide an exact solution. If you are using a work or school account, please refer to the following steps. If your account is not a work or school account, kindly share your account type so I can provide the correct instructions or connect you with the right team.

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Option 1: Contact your IT admins

If you are either an admin or end-user in your company, please contact other IT admins who still have access and share with them 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 the account.

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Option 2: Contact Microsoft Data Protection Support by phone (Please proceed with the third option if contacting phone support is not applicable to your situation)

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. You can try reaching out to the Global Customer Service phone to raise a request for resetting your authentication method here: Customer service phone numbers - Microsoft Support. During the call, request to speak to an agent, and share with them every detail related to your query and also mention that you are the only admin lost access to your account. This should allow you to contact the appropriate team so you can solve this incident as soon as possible.

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, we’ll continue doing our best to support you within the scope of our responsibilities.

Here are some tips and an example of a prompt to help you navigate the IVR more effectively:

IVR: What kind of problem are you concerned about?

You: Authenticator.

A: What products do you use?

B: Office 365 for business.

Verification: Education or company account?

B: For companies

A: Are you an administrator?

B: Yes.

A: Are there any other administrators in your organization?

B: No.

IVR: Do you need a... Service request?

You: Yes. I need to create a ticket. Please send me directly to the Data Protection Team.

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Option 3: Create a new tenant to submit a support ticket (Alternative method)

If you cannot reach a live agent, there is still a workaround, you might consider registering for a new tenant by signing up for a trial subscription via this link Microsoft 365 Business Plans and Pricing | Microsoft 365. This would allow you to create a new tenant following the prompts provided. Once set up, you can access the admin console of the new tenant and submit a support ticket requesting to speak with the Data Protection team on behalf of your previous tenant.

To create a support ticket: In the Microsoft 365 admin center > Help & Support.

In your ticket description, you'll need to clearly explain that you're trying to regain access to your previous Microsoft 365 tenant and need help from the Data Protection team. Here's a message you can use or adapt:

"Hello, I’m currently unable to access my previous Microsoft 365 tenant due to losing MFA access, which prevents me from receiving verification codes. I’m the global admin, but I’m locked out and unable to generate a QR code or bypass MFA.

I created this new tenant solely to request assistance. I kindly ask to be connected with the Data Protection team to verify my identity and help me recover access to the original tenant.

This is urgent, as I rely on Microsoft 365 for my work and have been unable to operate for several days. I’m available to provide any documentation or verification needed to support the recovery process."

It is important to note: Please remember to cancel the trial subscription once your issue is resolved to avoid any unintended charges. You may prefer the following resource for detailed instructions: Cancel your Microsoft business subscription in the Microsoft 365 admin center | Microsoft Learn.

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 useful, kindly consider upvoting it. 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

Because sign-in to Exchange is protected by Microsoft Authenticator and the app is not working, the next steps depend on whether this is a work/school (business) account and whether an admin can help.

1. If this is a work or school (business) account and there is an admin available
   • Contact the organization’s Microsoft 365/Entra ID administrator.
   • Ask them to reset the multifactor authentication (MFA) settings for the account in the Microsoft Entra admin center by using Require re-register multifactor authentication for the user. After this reset, sign-in will prompt to set up Authenticator again and a new QR code can be scanned.
2. If this is a work or school account and the affected user is the only admin
   • This is a lockout scenario; recovery must go through Microsoft’s Data Protection team.
   • Call Microsoft Support using the regional Customer service phone numbers and request a ticket for MFA reset / admin account recovery.
   • When the IVR asks what the problem is, answer along the lines of:
     • Problem: “Authenticator”
     • Product: “Office 365 for business”
     • Account type: “Company account”
     • Are you an administrator: “Yes”
     • Any other admins: “No”
     • Do you need a service request: “Yes – I need the Data Protection team to reset my authentication methods.”
   • If it is difficult to reach support, an alternative is to create a temporary trial Microsoft 365 tenant, sign in to its Admin Center, and open a support ticket from there asking the Data Protection team to help recover the original tenant’s admin account.
3. If this is a work account and the user is not an admin
   • Contact the organization’s IT help desk or Microsoft 365 admin.
   • Ask them to clear or reset MFA for the account so Authenticator can be set up again.
4. General Authenticator troubleshooting (if the app opens but does not complete login)
   • Ensure the device has internet connectivity; if using mobile data, try switching to Wi‑Fi and vice versa.
   • Make sure the latest version of Microsoft Authenticator is installed and that App updates are enabled.
   • Turn off battery optimization for Authenticator so it can run and sync in the background.
   • In the device’s Settings, verify notifications are enabled for Authenticator and that Show notifications is turned on inside the app.
   • Confirm the device date and time are correct and that any security apps (such as Microsoft Defender or Intune Company Portal) are up to date.
   • If using a VPN, disconnect and try again.
   • If the sign-in error says “Authentication did not complete,” also check that the app is unlocked and that notifications are not silenced.

If none of the above resolves the issue and there is no alternative sign-in method configured (such as SMS, email, or another authenticator), only the tenant admin (or Microsoft Data Protection team if the admin is locked out) can reset the MFA methods so Exchange access can be restored.

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References:

• Troubleshoot problems with Microsoft Authenticator
• Authenticator Did Not Complete Login
• Common problems with two-step verification for a work or school account
• 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
• Microsoft authenticator sending me into a spiral - Microsoft Q&A
• I need to reset my mfa methods - Microsoft Q&A