How to fix Authentication app

Question

I am having trouble logging into my school account because it is asking me to open my Authenticator app to approve the request. When I open the app it is asking me to sign in and when I sign in it is giving me a number to also approve.

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Moved from: Microsoft Security | Microsoft Authenticator

Answer 1

Hi @Trevillion, Janay,       

Thank you for posting your question in the Microsoft Q&A forum.               

Regarding that you can't log in to your account due to Microsoft Authenticator is. I’d like to ask a quick questions to better understand your situation and assist you effectively:      

Could you please clarify whether you are an end user or an admin?             

If you are an end user I would recommend you contact your account's Admin to reset your MFA settings through the Microsoft Entra Admin Center. Ask your administrator to follow these steps:                 

Revoke MFA sessions and require re-register in the Microsoft Entra admin center                

You could provide your admin this article for a better view: Manage authentication methods for Microsoft Entra multifactor authentication - Microsoft Entra ID |…              

If you’re unsure who the Global Admin is within your organization, you can find guidance on locating them here: How do I find my Microsoft 365 admin? - Microsoft Support.  

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.                 

Thank you again for your time and understanding. While my initial response may not resolve the issue immediately, I’d like to gather more details about your situation so I can assist you more effectively.              

I really appreciate your patience, and I’m here to help. Looking forward to your response!                      

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Answer 2

This loop happens when the only verification method on the school account is the Microsoft Authenticator app itself. The sign-in page asks to approve in Authenticator, but Authenticator also requires the same account to be verified, so the process cannot complete.

To fix this, another verification method or an admin reset is required. Follow these steps:

1. On the sign-in screen, choose Other ways to sign in (or Use a different verification option) if available.
2. Select a different method such as:
   • Text message or phone call (enter the code correctly if prompted), or
   • Email verification, or
   • A one-time password code from another app or device.
3. If a phone call or text is used, make sure to:
   • For calls: press the # key when prompted.
   • For texts: enter the exact verification code received.
4. If multiple attempts have already been made, wait before trying again or switch to a different MFA method, because repeated attempts can be blocked as suspicious.
5. If there is no other verification method configured, or all methods fail, contact the school’s IT/help desk or Microsoft 365/Entra ID administrator and ask them to:
   • Reset or clear the multifactor authentication methods for the account, or
   • Enable Require re-register multifactor authentication so MFA setup can be done again from scratch.

If the school account has only one admin and that admin is also locked out, the organization’s admin must work with Microsoft support (Data Protection team) to regain access, as forum or app support cannot change MFA settings directly.

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References:

• "Account verification system is having trouble" error message when you try to sign in by using a work or school account
• Common problems with two-step verification for a work or school account
• Troubleshoot problems with Microsoft Authenticator
• Authentication methods in Microsoft Entra ID - Microsoft Authenticator app
• I need to reset my mfa methods - 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