Authenticator

Question

I use authenticator to log in to my work account and even on my authenticator it is logged out of that account and when I want to sign in back on the Authenticator it asks me to put the code shown on the Authenticator!!! How is it possible when even on the authenticator it is logged out!! Where should I get the code?

Answer 1

Hi @Sahar Bahalgard,

I’ve read through your description, and I’m really sorry to hear about the authentication issue you’re running into. From what you’ve explained, it sounds like you’re stuck in what’s commonly known as an “MFA loop” with Microsoft Authenticator. In this situation, sign‑in keeps asking for verification through the Authenticator app, but the app itself is no longer properly connected to your account, leaving you with no way to approve or retrieve a code. This is a frustrating scenario, and you’re certainly not alone, many users have experienced the same issue. The right way to resolve it depends on the role your work account has within your organization.

If you’re an end user, the best course of action is to contact your company’s IT administrator. Please kindly ask your administrator to follow this guide to revoke existing MFA sessions and require re-registration: Manage authentication methods for Microsoft Entra multifactor authentication - Microsoft Entra ID |…

Once they revoke your current MFA sessions and require re‑registration, the next time you sign in you’ll be prompted to set up Microsoft Authenticator again from the beginning, instead of being asked for a code you can’t access.

If you’re an administrator yourself, first check whether there is another global admin in your organization who can reset MFA for you. If there is, they can resolve this the same way by clearing your authentication methods and letting you re‑register.

However, if you’re the only admin and you’re fully locked out, then this can’t be fixed from inside the tenant anymore. In that case, you’ll need to contact Microsoft Support by phone: Customer service phone numbers - Microsoft Support and ask for help from the Data Protection team. This team has the internal tools to verify your identity and recover administrator access when MFA blocks all sign‑ins.

Please note 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 

Here are some tips and an example of a prompt to help you navigate the IVR more effectively: 

(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.)   

In some regions, the initial interaction may be automated, so here’s a general idea of how the conversation might go to help you prepare:     

What kind of problem are you experiencing?        

Answer: Authenticator        

What products do you use?        

Answer: Office 365 for business        

Is this for an education or company account?        

Answer: For companies        

Are you an administrator?        

Answer: Yes        

Are there any other administrators in your organization?        

Answer: No. I am the only admin in my tenant         

Do you need a... Service request?         

Answer: Yes. I need to create a ticket. Please send me direct to the Data Protection Teams.     

During the phone call, you will need to provide the information associated with your subscription, such as your company name, billing details, phone number, and an alternate email address, etc. This information allows the Data Protection team to verify your identity and securely assist you in regaining access to your administrator account.     

If you're still unable to get through to support, there is a workaround you might consider: You can register for a new Microsoft 365 tenant by signing up for a trial subscription here: Microsoft 365 Business Plans and Pricing | Microsoft 365   

Once the new tenant is created, you can access the admin center and submit a support ticket from there, requesting to speak with the Data Protection Team on behalf of your original tenant. 

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

I hope these steps help you regain access to your account quickly. While I’m not able to intervene directly, guiding you to the right support team is the most effective help I can provide here.

If you have any updates or additional questions, feel free to reply to this thread. I’ll be glad to assist further wherever I can.

Thank you very much for your understanding.

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Answer 2

The code cannot be obtained from Authenticator once it is signed out and no longer shows a one-time password for that account. The sign-in flow is stuck in a loop because the only verification method configured is the same Authenticator app that is now unavailable.

To recover access, one of the following must be used:

1. Use an alternative sign-in method (if configured)

• On the sign-in page, choose options like Use a code, Use a different verification option, SMS, phone call, or backup email if any of these were previously set up.
• If Outlook mobile is configured for that work account, it may be possible to use it to approve sign-in or generate a TOTP code under Sign-in requests.

2. Ask the work/school admin to reset MFA

• If this is a work/school (Microsoft Entra / Microsoft 365) account and there is an administrator:
  • The admin signs in to the Microsoft Entra admin center.
  • Goes to Identity → Users → All users → [your user] → Authentication methods.
  • Selects Require re-register multifactor authentication.
  • After this, the next sign-in will prompt to set up Authenticator again from scratch.

3. If you are the only admin and locked out

• If this is a business tenant and the locked-out account is the only administrator, the tenant’s MFA must be reset by Microsoft’s Data Protection team.
• Call Microsoft’s customer service phone number for your region (see Customer service phone numbers - Microsoft Support in the referenced answers) and ask them to open a ticket with the Data Protection team to reset your MFA / Authenticator registration.

Without an alternative verification method or an admin/Data Protection reset, the code cannot be retrieved, and the Authenticator loop cannot be broken.

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References:

• Sign in using Microsoft Authenticator
• Restore account credentials from Microsoft Authenticator
• Authenticator Did Not Complete Login
• Using Outlook mobile to sign in
• Microsoft Authenticator app doesn't show 6-digit OTP code - Microsoft Q&A
• 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