I Can't Verify My Identity on Microsoft Authenticator App

Question

So first, apologize for my bad description of the problem. My school's microsoft account is greyed out in the authenticator app. I've searched for solutions here and found that I need to remove my account from the device itself.

Yes, the account is now gone from the authenticator app. But, the removed account is the school's account, I'm the admin, and I need to use them.

When I try to add the account again, it seems that I need to verify my identity and use the authenticator app to pick the right number, but I'm on the authenticator app.

There is another option that said "I'm on the authenticator app", I copied the link and it leads me to my school's microsoft account. Then, it continues to annoy me with I need to verify my identity and gave me numbers that I need to pick. I'm stuck here.

For context, this happened after I changed to a new device. Thank you.

Answer 1

Hi @Mohd Hafuzallah, 

Good day, and I appreciate how clearly you outlined your concern. I'm sorry to hear you're having trouble logging into your Microsoft account.    

This issue commonly occurs when your Multi-Factor Authentication (MFA) settings need to be reset, particularly after changing devices or reinstalling the Microsoft Authenticator app. Since your new device hasn’t been configured with the Authenticator yet, you're currently unable to access your account. The app remains linked to your previous device, which is why you're not receiving the authentication codes.  

Since you are using a work or school email address, the MFA settings are managed by your school's  IT department. For assistance with resetting or updating your MFA, you will need to contact them directly to resolve this.    

Please contact your university's IT Help Desk or support team and explain the situation. You can say: "I am stuck in a login loop in the Microsoft Authenticator app. I cannot get the code to sign in."  

Specifically ask them to “Reset my MFA settings or allow me to re-register for MFA". This is a standard request, and your school's IT team should be able to assist you with it.   

You can also share the steps in this Microsoft article for them so they can help reset your MFA settings for you Manage user authentication methods for Microsoft Entra multifactor authentication.   Once your school's in has reset your MFA, the next time you log in to your account, you will be guided through the process of setting up the Microsoft Authenticator app again from the beginning by scanning a QR code. This will break the loop and allow you to access your account normally.    

Please note that forum moderators do not have access to user account settings and cannot assist with logging in, resetting passwords, or changing access rights. While we do not have access to internal systems or administrative tools required to resolve account-specific or backend-related issues but we’ll continue doing our best to support you within the scope of our responsibilities.      

I hope this helps you regain access to your account quickly. I'm glad to assist and truly hope the information provided has been useful. Please feel free to reach out anytime if you need further assistance.   

If you find my post helpful, kindly consider marking it as the accepted answer. Doing so can assist others in the community who may have similar questions in finding solutions more quickly.   

Thank you for your kindness and contributions to the forum. 

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Answer 2

Because the school account was removed from Microsoft Authenticator and there is no other working verification method, the account is now in an MFA lockout loop and cannot be recovered from the app alone.

Use the following path depending on the role in the tenant:

1. If there is another admin in the tenant
   • Ask that admin to reset the MFA registration for this user in Microsoft Entra:
     • Go to the Microsoft Entra admin center → Identity → Users → All users.
     • Select the affected user.
     • Open Authentication methods.
     • Select Require re-register multifactor authentication.
   • After this, sign in again with the school account; the portal will prompt to set up Microsoft Authenticator from scratch on the new device.
2. If this is an end‑user account (not an admin)
   • Contact the school’s IT/help desk and ask them to reset MFA for the account using the same Require re-register multifactor authentication option in Entra.
   • Once reset, sign in again and complete Authenticator setup on the new phone.
3. If this is the only admin in the tenant
   • This is a known deadlock scenario. It must be handled by Microsoft’s Data Protection team.
   • Call the regional Microsoft Support number listed under Customer service phone numbers - Microsoft Support and ask the frontline agent to open a ticket with the Data Protection team to:
     • Verify identity as the tenant’s only admin.
     • Reset or clear MFA for the locked admin account.
   • Be ready to provide:
     • The admin UPN (email) of the locked account.
     • The tenant’s domain name.
     • Error messages and that Authenticator was moved to a new device.
4. After MFA is reset
   • Sign in to the school Microsoft 365 account in a browser.
   • When prompted for MFA, choose to set up Microsoft Authenticator again on the new device (scan QR code or follow the on‑screen instructions).
   • Optionally add a backup method (SMS, phone call, or security key) so a future device change does not cause another lockout.

The loop where the sign‑in asks to “approve the sign‑in request in the Microsoft Authenticator app” while trying to add the same account back to Authenticator cannot be broken from the app itself; it requires an MFA reset by an admin or by Microsoft support (Data Protection team) when no other admin exists.

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References:

• Troubleshoot problems with Microsoft Authenticator
• How to add your accounts to Microsoft Authenticator
• Common problems with two-step verification for a work or school account
• 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
• I need to reset my mfa methods - Microsoft Q&A
• Microsoft authenticator sending me into a spiral - Microsoft Q&A
• Microsoft Authenticator app doesn't show 6-digit OTP code - Microsoft Q&A
• Reset Personal Azure MFA - Microsoft Q&A