Stuck in a loop trying to sign in

Question

I am stuck in a loop for my outlook emails for my business, it is asking me to sign in, then verify my identity, I can't use the verification code or the authenticator app as that too is then asking for me to go the authenticator app and approve sign in request, so when I then got to the app it is just saying the same thing to go to the authenticator app and approve sign in request. So there is a get code option at the bottom which I have tried where it gives me 8 digits but then I have nowhere to put it.

Please help as this is my business email and I need it for work ASAP

Thanks

Lara

Answer 1

For a business account in an MFA loop where Microsoft Authenticator is the only method and cannot complete approval, the issue cannot be fixed from the device alone and requires admin or Microsoft support intervention.

Use these paths depending on the role:

1. If this is a work account and there is an IT/admin team

• Contact the organization’s Microsoft 365/Entra ID administrator and ask them to reset multifactor authentication for the account.
• Admin steps (for reference to share with them):
  1. Go to Microsoft Entra admin center (https://entra.microsoft.com).
  2. Navigate to Users → All users and select the affected user.
  3. Open Authentication methods.
  4. Select Require re-register multifactor authentication.
• After this, the next sign-in will prompt to set up MFA again (scan QR code in Authenticator or choose another method).

2. If this is a business account and the stuck user is the only admin

• A Microsoft Data Protection team intervention is required to revoke/reset MFA.
• Call Microsoft support using the regional Customer service phone numbers and have frontline support open a ticket to Data Protection.
• When calling, follow the business/technical support path (for example: choose business email user → technical support; or answer the IVR questions indicating Office 365 for business, company account, administrator, no other admin, and that a service request is needed).
• Once the Data Protection engineer verifies identity, they can reset MFA on at least one admin account so sign-in and additional methods can be configured.

3. If this is a work account and the user is not an admin and there is no alternative method configured

• Only the organization’s admin or Microsoft (via a Data Protection case opened by an admin or partner) can reset MFA.
• End users cannot bypass or self-reset MFA when locked in an Authenticator-only loop.

If this is actually a personal Microsoft account (Outlook.com/Hotmail) rather than a business tenant, the correct path is to use the Microsoft account sign-in helper and verification options documented under verification code troubleshooting, but that is separate from the business/Entra MFA reset process.

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References:

• Common problems with two-step verification for a work or school account
• Troubleshoot Microsoft verification code issues
• I cant log in to my business account because it is requiring Authenticator app which I do not have - Microsoft Q&A
• How Do I Regain Access to My Account After Losing Access to Microsoft Authenticator? (Urgent Request). - Microsoft Q&A
• Microsoft authenticator sending me into a spiral - Microsoft Q&A