I can't use Microsoft Authenticator anymore after a new Iphone

Question

I end up in a loop where I try to log in on my iPhone on my work email / calendar. In order to do so, I need to use the authenticator, but in order to use that, it wants me to log in and use the authenticator.... It does not give me other options to log in than using the authenticator.... Please help, my agenda is super important to be up to date.

I am not a child, I don't understand why I have to tag under parent* and child*

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Moved from: Microsoft 365 and Office | Access | Other | Other

Answer 1

Sorry for any misunderstanding. The terms parent and child don’t refer to people, they simply describe how topics are organized. The parent tag is a broad category, and the child tag helps specify your issue so the community can assist more effectively.

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Hello @Alwin de Rooij,

I'm sorry to hear about your log-in loop issue. I understand the inconvenience you are experiencing.

Per your login issue, could you please confirm that you are the end-user or the IT admin of your organization? 

If you are the end-user, I would recommend you contact your organization account's Admin to reset your MFA settings through the Microsoft Entra Admin Center. If you haven’t yet reached out, here’s a helpful guide to locate your Microsoft 365 administrator: How do I find my Microsoft 365 admin? - Microsoft Support  

Ask your administrator to follow these steps:    

• Go to Microsoft Entra Admin Center: https://entra.microsoft.com  
• Navigate to Entra ID > Users > All Users.  
• Select your user account.  
• Go to Authentication Methods.  
• Click "Require re-register multifactor authentication".  

This will reset your MFA settings. The next time you sign in, you’ll be prompted to set up the Authenticator app again using a QR code.  

If you're an IT admin, please check to see if there are other IT admins in your organization who can help you with the reset. 

If you are the only administrator in your organization, you will need to contact the Microsoft Data Protection team, as they are the only group authorized and equipped with the necessary tools and verification procedures to confirm your identity and restore administrator access. 

Please try to find the related hotline number to call the frontline and let them raise a ticket for you: Customer service phone numbers - Microsoft Support 

Please carefully follow this instruction to ask for Microsoft Data Protection team support:   

Depending on your country or region. For some countries, when calling the support number, although there are about 30 seconds opening as something "you can visit the link...." But you can ignore this opening and wait until the option, then "1" as a business email user, "1" again for technical help.   

For some countries, it will be an automated conversation like:    

• First, when you call the hotline, it asks what kind of problem you are worried about.   
• Answered: authenticator.   
• A: What kind of product are you using?   
• B: Office 365 for business.   
• A confirmation: education or company account?   
• B: For companies   
• A: Are you an administrator?   
• B: Yes.   
• A: Do you have the other admin in your organization?   
• B: No.   
• A: You need one.... Service request?   
• B: Yes   

If your organization's subscription is from a partner or reseller, contact the reseller's support provider to help open a service request on behalf of you instead.   

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

If you encounter any difficulties in contacting the frontline support, please feel free to let me know. Thank you and I wish you a great day!  

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