Dire situation - Authenticator loop.

Question

I have a business email through GoDaddy hosted by Microsoft.

I am trying to login to outlook on my phone, it makes me then login to authenticator. So, i go to authenticator and go to login there. However, i sign in and then it asks me for the authenticator code. But, obviously, im signing into authenticator, so how would i be able to access the code? Anyways, without this i have no access to my business email and this is pretty severe.

MORE INFO: No, there is no other verification method i can sign in with. Its a code or authenticator. I cannot use the account recovery, it says my account doesent even exist. I cannot access my admin page for the same reason of said loop.

Answer 1

Dear @trey rorick,

Good day! Welcome to Microsoft Q&A forum!

Based on your description, I understand that you’re stuck in an authentication loop where Outlook requires Microsoft Authenticator, but Authenticator also asks for a code you can’t access. Since you have no backup verification methods and can’t use account recovery or reach your admin page, you’ve lost access to your business email and need help resolving this urgent issue.

I sincerely apologize for the inconvenience caused by this issue.

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. 

Please note that we have no control over user accounts, especially when it comes to logging in to your account, resetting your password, changing your access, etc. 

Therefore, if you are the only administrator in your organization, then you need to involve Microsoft Data Protection Team. Please try to find the related hotline number to call the frontline let them raise a ticket for you: Customer service phone numbers - Microsoft Support (Scroll down for Business users) 

In some countries, this is an automated conversation: First, when you call the hotline, they will ask you what kind of problem you are struggling with. 

Answer: 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. 

A: I need one.... Service request? 

B: Yes 

(Important Note: Sometimes, you would hear the computer-generated voice at first, please kindly wait for it to end, and if an agent is available, you would be directed to them and get your support. Depending on your country or region, when you call the support number, you may hear an introduction of about 30 seconds such as "You can visit the link...". You can ignore this introduction and wait until you are presented with the options. Then press "1" as a business email user, and again "1" for technical help.) 

As an alternative, you can create a new tenant account and submit your request from there.    

To set up a new tenant, please follow these steps: 

• Visit Compare Office 365 Enterprise Pricing and Plans | Microsoft 365, choose any plan and click try for free to start a free trial.    
• Follow the guided setup process to create a new account for a new tenant. 

Once your tenant is created, you should be able to access the support portal and submit your ticket referencing your locked account without further issues.

In the ticket's description, you could refer to this message "Hello,

I am currently locked out of my Microsoft 365 tenant because multi-factor authentication is enforced, and I am unable to complete the verification process. I am the only global administrator for this tenant, which means I cannot access my account or the Microsoft 365 Admin Center.

To resolve this, I have created a new tenant and would like to be connected with the Data Protection Team to verify my identity and assist with regaining access. I am available to provide any required documentation or verification to support the recovery process."

Ticket Support: Log in the Microsoft 365 Admin Center using the newly created trial admin account > Support > Help & Support. You can raise support ticket at: https://admin.microsoft.com/#/support/requests   

• After clicking on "Help & Support" button like this image, you can type "I need agent support via phone or email". After that, you can click on "Contact support" 
• Choose contact method: "Phone" 
• Fill all the information in this contact support details, please describe your situation carefully so they will have enough information to help you. 
• Finally, click on "Contact me" 
• 
• 
• 
• 
• After completing them, you will receive an email appointment for a meeting to review this issue professionally together. 
• For more details, you could refer to this article: Get support for Microsoft 365 for business 

Please remember to cancel the trial subscription once your issue is resolved to avoid any unintended charges.

Note: After creating the support ticket, please kindly let me know the ticket number so I could also track its process to help you regain access to your account/tenant.

Kindly let me know when there are updates or if you need further assistance. Any updates you’re able to share would be really helpful.

I'm here and happy to help! Thank you for your kindness and patience!

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If you have extra questions about this answer, please click "Comment". 

Note: Please follow the steps in [our documentation] to enable e-mail notifications if you want to receive the related email notification for this thread. 

Answer 2

Because the account is configured to use Microsoft Authenticator as the only multifactor method and there is no existing Authenticator registration on the new phone, the sign-in is stuck in a loop. The Authenticator app cannot approve its own first-time sign-in without another verification method or an admin reset.

Use these steps depending on the role and available options:

1. Try any alternative MFA method

• On the sign-in screen where Authenticator approval is requested, select Other ways to sign in (or similar) if available.
• Choose another method such as SMS, email code, or a different authenticator method.
• If an alternative method works, sign in and then update MFA methods (add Authenticator on the new phone and/or add backup methods).

2. If an organization admin is available

• Contact the Microsoft 365/Entra ID admin for the tenant (this may be GoDaddy/partner or an internal IT admin).
• Ask the admin to reset MFA for the account in Microsoft Entra Admin Center by requiring re-registration of multifactor authentication.
• After the reset, sign in again; the account will be prompted to set up Authenticator from scratch on the new phone.

3. If this is the only admin on the tenant

• When there is only one global admin and that admin is locked out by MFA, the Microsoft Data Protection team must be involved.
• Call Microsoft Support using the regional Customer service phone numbers and have frontline support open a ticket to the Data Protection team for tenant lockout/MFA reset.
• In the automated phone system, clearly indicate it is an Authenticator / MFA lockout for an Office 365 for business company account, that the caller is the administrator, and that there are no other admins. Confirm that a service request is needed.
• Be prepared to provide business and tenant details so Data Protection can verify identity and restore access.

4. If the subscription is through GoDaddy or another partner

• If the Microsoft 365 subscription is managed by GoDaddy or another reseller, contact that provider’s support and ask them to open a Microsoft support request on behalf of the tenant for an MFA/tenant lockout.

Until MFA is reset by an admin or the Data Protection team, the Authenticator loop cannot be broken from the app alone.

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References:

• 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
• Severity A Situation - Locked out of global admin account (MFA) - business down - Microsoft Q&A