authenticator app

Question

I changed my MS password and now my mail does not sync on my iphone. It wants me to use authenticator app but it puts me in a loop as it won't send code to alternate emails. help?

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Moved from Outlook | Outlook for mobile | Outlook for iOS | For home

Answer 1

On iPhone, this loop usually happens when Microsoft Authenticator or the account’s MFA settings are out of sync after a password change.

Try these steps in order:

1. Update and check Microsoft Authenticator
   • On the iPhone, open the App Store and update Microsoft Authenticator to the latest version. Older versions (more than 12 months old) are not supported and can cause sign-in issues.
   • Open Authenticator at least once so it is unlocked and active.
   • Make sure notifications are enabled for Authenticator: in iOS Settings > Notifications > Authenticator, turn on “Allow Notifications” and alerts.
2. Check basic Authenticator troubleshooting items
   • Ensure the iPhone has a working internet connection; if using mobile data, try switching to Wi‑Fi and vice versa.
   • Turn off any VPN temporarily and try again.
   • Confirm the device Date & Time are set correctly (automatic time zone is recommended).
   • In Authenticator Settings, turn off battery optimization if available so it can sync properly.
3. Try the sign-in again
   • Remove the Outlook account from the iOS Mail/Outlook app.
   • Add the account again so it forces a fresh sign-in with the new password.
   • When prompted for MFA, approve the notification in Authenticator instead of waiting for an email code if that option appears.
4. If “Authentication did not complete” or the loop continues
   • Make sure Authenticator is not locked when the prompt arrives.
   • Check for silent notifications: sometimes the approval prompt arrives but without sound; open Authenticator directly to see if an approval request is waiting.
5. If still stuck and no alternate method works
   • If this is a work/school account, contact the organization’s Microsoft 365/Entra administrator and ask them to reset or re-register MFA for the account so the app can be set up again from scratch.
   • If this is a personal Microsoft account and none of the registered methods (Authenticator, phone, alternate email) work, use the account recovery and security options from Microsoft account support to regain access, then review and update security info (add a working phone or email as backup).

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References:

• Troubleshoot problems with Microsoft Authenticator
• Authentication did not complete
• Download Microsoft Authenticator
• Use Microsoft Authenticator with Microsoft 365
• Microsoft Authenticator FAQs
• Authenticator app not sending code to my email - Microsoft Q&A
• Microsoft authenticator sending me into a spiral - Microsoft Q&A
• I need to reset my mfa methods - Microsoft Q&A
• Cannot authenticate with E-mail when logging into Microsoft Authenticator(iOS). - Microsoft Q&A
• Unable to change password in my Outlook - Microsoft Q&A