Authenticator Loop

Question

I got a new phone and have been logged out of all my school/work accounts on microsoft authenticator. When I try to log in on the app it wants me to get a code/verify my identity using the app, which I can’t do because I am logged out therefore don’t have access to any codes! Stuck in a loop and need info these accounts to access student portals!! Send help!

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Moved from: Microsoft Security | Microsoft Authenticator

Answer 1

Hello @Claire Halford, 

I'm sorry to hear about this issue. I understand how inconvenient it can be.

As you're a student, please reach out to your school’s Microsoft 365 administrator and ask them to reset your MFA settings using 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  

Here are some key points to keep in mind:   

You start by contacting the person who originally provided your account, such as a teacher, school administrator, or IT support staff. If unsure who to reach out to, begin with a teacher or staff member you regularly interact with; they can assist or direct you to the right department. Additionally, use your school’s helpdesk portal, support email, or tech support channel for assistance.  

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 encounter any difficulties in revoking your access, please feel free to let me know. Thank you and I wish you a great day!  

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Answer 2

Follow these steps to break out of the loop and regain access.

1. Try any alternative sign-in method

• If the work/school account has another MFA method (SMS, email code, security key, or a different authenticator), use that instead of the Microsoft Authenticator app when prompted.
• If SMS or email is configured but codes are not arriving, use the guidance under “I'm not getting my verification code. What do I do?”:
  • Avoid repeatedly requesting new codes (this can cause a temporary block).
  • Check if the phone blocks texts from unknown numbers and adjust settings, then choose I don't have a code to resend.
  • Confirm the phone number or email is correct in the Security info page if still signed in on any device.

2. If still signed in anywhere, reset MFA from there

• If there is an active session on a browser or device (for example, Outlook or Teams already logged in):
  • Go to the My Account / Security info page for the work or school account.
  • Use a working method (SMS/email) to verify if prompted.
  • Remove the old Microsoft Authenticator method and re-add it on the new phone using the QR code.

3. If completely locked out and this is a school/work account

• Contact the organization’s IT Help desk or administrator and ask them to reset MFA for the account:
  • They can go to Microsoft Entra admin center → Users → All users → select the user → Authentication methods → choose Require re-register multifactor authentication.
  • After they do this, the next sign-in will prompt to set up Microsoft Authenticator again on the new phone.

4. If the only admin on a tenant (for admins reading this)

• If this is an admin account and there are no other admins who can reset MFA, Microsoft’s Data Protection team must assist with admin account recovery. This is done by calling the Microsoft customer service phone numbers and asking to open a ticket for MFA reset as the only administrator on the tenant.

5. Avoid getting stuck again

• Once access is restored:
  • Add at least one backup method (SMS, alternate email, or security key) in Security info.
  • Consider backing up Microsoft Authenticator accounts using the app’s backup feature so they can be restored on a new phone.

If none of the above is possible, only the school/work IT support (or, for admins, Microsoft support via Data Protection team) can reset the MFA configuration; support agents cannot bypass verification for security reasons.

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References:

• Common problems with two-step verification for a work or school account
• Work or school account help
• How Do I Regain Access to My Account After Losing Access to Microsoft Authenticator? (Urgent Request). - 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
• Cannot authenticate with E-mail when logging into Microsoft Authenticator(iOS). - Microsoft Q&A
• Microsoft authenticator sending me into a spiral - Microsoft Q&A
• Requesting a Tenant Admin MFA Reset - Microsoft Q&A