How to sign in on Authenticator

Question

I currently use the workjam app to access my work schedule. I have been logged out of the app, but I don’t remember my password.

Through the workjam app, when I select “reset password”, it instructs me to verify my account on the authenticator app, but I am not receiving any notifications/pop ups to do so.

On the authenticator app, my work account is logged out, and it says “sign in to add account”. When I attempt to sign in through the app, it tells me to enter the number on the pop up, which I cannot see since I am already in the app.

I am stuck in a loop & unable to sign in. How do I fix this?

Answer 1

Follow these steps to break the loop and regain access:

1. Complete the sign-in request inside Authenticator
   • When the WorkJam sign-in or password reset page says “Check your Authenticator app” and shows a number, do not close that screen.
   • Switch to Microsoft Authenticator and look for a “New sign‑in request” notification.
   • Tap the notification, then enter or tap the number shown on the WorkJam screen, and select Approve.
   • If using a work/school account, Authenticator may need to be unlocked first (device PIN/biometrics) before approving.
   • If you don’t see a notification, open Authenticator manually and check for pending sign‑in requests.
2. If Authenticator is asking to “sign in to add account”
   • That message means the work account is not currently added in Authenticator.
   • The normal flow to add a work/school account is:
     1. Open Authenticator → Add work or school account → Sign in.
     2. If available, choose Sign in from another device.
     3. On a PC/other device, go to the Sign in to your account page and enter the code shown in Authenticator.
     4. Complete sign‑in with work credentials on that remote screen.
     5. Return to Authenticator to finish setup.
   • If this option is not enabled for the account, or sign‑in still loops back to Authenticator, the account’s MFA settings likely need admin intervention.
3. If no code/notification ever arrives
   • This usually means the configured verification method cannot be completed (for example, the account is no longer fully set up in Authenticator, or MFA is misconfigured).
   • In that case, the only resolution is through the organization’s IT/admin:
     • Contact the work or school Help desk / IT administrator and explain that:
       • Access to the work account is lost.
       • Password reset is forcing Microsoft Authenticator approval.
       • Authenticator no longer has the account and no notification appears.
     • Ask them to clear or reset the MFA settings for the account and help re‑register Microsoft Authenticator or another verification method.
4. If sign‑in fails repeatedly
   • Multiple failed attempts can cause Microsoft Entra multifactor authentication to temporarily block further sign‑ins.
   • Wait before trying again, or use a different MFA method if one is available (SMS, phone call, security key), or contact IT to review Microsoft Entra sign‑in logs and fix any misconfiguration.

If the account is a personal Microsoft account instead of a work/school account, use the Sign-in Helper tool or password reset options to recover the account first, then re‑add it to Authenticator.

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References:

• Sign in using Microsoft Authenticator
• Common problems with two-step verification for a work or school account
• Authenticator Did Not Complete Login
• I can't sign in to my Microsoft account