Microsoft mobile Authenticator app requesting sign in numbers when within the app, locks my account

Question

Due to a recent security issue I have had to reset my authenticator app. However when doing anything within my app it requests a 2 digit code on screen to clarify. The issue is the phone and app registered for that is the app itself I am then using. I have been told to uninstall the app in other forums and reinstall and ensure that the same device is set up for my account, which it is, but the issue persists.

I need help urgently.

Answer 1

The behavior indicates the authenticator (broker app) is not completing the sign-in loop correctly and is effectively challenging itself. The supported path is to complete the login in the broker app or have an admin reset MFA so the methods can be re-registered.

Use these steps:

1. When the prompt says the authenticator did not complete login
   • Open Microsoft Authenticator (or Company Portal / primary Microsoft app) directly on the device.
   • Complete the pending sign-in request there (approve the prompt or enter the requested code).
   • Then return to the original app or browser and continue the sign-in.
2. If the app still cannot complete authentication
   • Make sure the app is updated to the latest version and notifications are enabled, as described in the troubleshooting guidance.
   • If this is a work or school (Entra ID / Microsoft 365) account, contact the organization’s IT/global admin and ask them to reset or require re-registration of MFA for the account so that the authenticator can be set up cleanly again on the device.
3. If sign-in still fails after that
   • Follow the guidance in “Authenticator Did Not Complete Login”: complete the login in the Authenticator/Company Portal/primary Microsoft app, or, if unable, contact the IT admin to resolve the sign-in issue and reset MFA methods.

These actions break the loop where the same device/app is both requesting and providing the challenge, and allow MFA methods to be reconfigured so the app can function normally again.

---

References:

• Authenticator Did Not Complete Login
• Troubleshoot problems with Microsoft Authenticator
• I need to reset my mfa methods