Log in Issue

Question

Hello, I cannot log in with one of my accounts. It asks me to log in via the Authenticator app, but when I open the app, I need to log in there as well (and it prompts me to use the Authenticator app), so I am in a loop. There is absolutely no way to contact Microsoft support without being logged in.

Answer 1

Use Microsoft Authenticator only as the second step after entering the account username and password; do not try to “sign in” to the Authenticator app itself to approve the same sign‑in.

Follow these steps to break the loop:

1. On the website where sign‑in is failing:
   1. Enter the account username and select Next.
   2. When prompted, choose Send notification.
      • If that option is not visible, select Other ways to sign in → Approve a request on my Microsoft Authenticator app.
   3. The page will show Check your Authenticator app (possibly with a number).
2. On the phone:
   1. Open the Microsoft Authenticator app.
   2. Tap the New sign-in request notification.
   3. Enter or tap the number shown on the sign‑in page (if asked), then select Approve.

If the app instead asks to add or sign in to an account and then again demands Authenticator, do not continue that flow; close it and wait for the New sign-in request prompt that corresponds to the website sign‑in.

If sign‑in still cannot be completed (for example, the app never shows a new request or the account cannot be added), and there is no alternative method configured (SMS, email, backup admin, etc.), recovery for business/organization accounts must be handled by Microsoft support’s Data Protection team:

1. Call the regional Microsoft customer service phone number listed under Customer service phone numbers - Microsoft Support.
2. When the automated system asks what the problem is, clearly state Authenticator and that this is an Office 365 for business / company account.
3. Confirm that this is a company account, that the caller is the administrator, and that there are no other admins.
4. Ask to create a service request with the Data Protection team to reset multi‑factor authentication (MFA) for the tenant admin account.

If support cannot be reached directly, a temporary workaround is to create a new Microsoft 365 trial tenant, sign in to its Admin Center, and open a support ticket from there requesting Data Protection assistance for the original tenant. After resolution, cancel the trial to avoid charges.

For personal Microsoft accounts that cannot receive verification codes, use the sign‑in helper and Contact Support options described in the verification-code troubleshooting article.

---

References:

• Sign in using Microsoft Authenticator
• Authenticator Did Not Complete Login
• 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
• 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
• Requesting a Tenant Admin MFA Reset - Microsoft Q&A