Log in to Authenticator app with Authenticator app code needed

Question

I am trying to log into my Authenticator app. After inputting my account information, I am being asked to put in a code from the Authenticator app. I am trying to log into the Authenticator app! I don’t have access to any codes. How can I fix this issue?

Answer 1

This loop happens when Microsoft Authenticator is the only verification method and there is no alternative way (text, email, phone call, backup codes) to complete sign-in.

To fix it, use one of these paths based on the type of account:

1. If this is a work or school (business) account

• Try another verification method if available:
  • On the sign-in screen, after entering username and password, look for options like Use a different verification option, I can’t use my authenticator app right now, or similar.
  • If available, choose text message, phone call, or another method to sign in.
• If no alternative method works, MFA must be reset by an admin:
  • Contact the organization’s Microsoft 365/Entra administrator and ask them to reset MFA:
    • In Microsoft Entra admin center: Identity → Users → All users → [your user] → Authentication methods → Require re-register multifactor authentication.
  • After the reset, sign in again; the system will prompt to set up Authenticator from scratch (scan QR code, etc.).
• If this is a business account and there is no other admin (you are the only admin):
  • Contact Microsoft support by phone and request the Data Protection team to reset MFA for the tenant admin account, as described in the Q&A guidance. They will verify identity and reset MFA from their side.

2. If this is a personal Microsoft account (Outlook.com, Hotmail, etc.)

• Use any alternative sign-in method configured for the account (text, email, or security info) instead of Authenticator.
• If no alternative method works and access is completely blocked, recovery must be handled by Microsoft account support / Data Protection team using the official customer support phone numbers, similar to the business scenario above.

Going forward, always configure at least one backup method (text message, phone call, or security key) so that Authenticator is not the only way to sign in.

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References:

• Sign in using two-step verification or security info
• Troubleshoot problems with Microsoft Authenticator
• Authentication did not complete
• Microsoft authenticator sending me into a spiral - Microsoft Q&A
• Reset Personal Azure MFA - Microsoft Q&A
• Requesting a Tenant Admin MFA Reset - Microsoft Q&A