Microsoft Authenticator Requires Microsoft Authenticator Code to Login to Get Microsoft Authenticator Code

Question

I'm trying to login to my small business Office 365 administrator account (******@xxxx.onmicrosoft.com). This is not a full Microsoft account, rather than login that was created by Microsoft for the Office subscription. The account has MFA enabled. I am the sole administrator.

When I try and login in a desktop browser, I enter my username and password and I'm then asked for the MFA code from Microsoft Authenticator. I recently upgraded my phone so when I open Microsoft Authenticator and select the Office 365 profile, it asks me to login. This process then requires a Microsoft Authenticator code to login, creating a circular login problem. I can't login to Microsoft Authenticator to get a code if Microsoft Authenticator needs a code to log in!

Choosing the "sign in another way" does not allow any actual alternative methods. Both options require a code from Microsoft Authenticator!

I've tried calling the UK support number, but the AI bot is not fit for purpose. 6 calls and each time it simply drops the call part way through.

All of the customer support options seem to require you to be logged into your account first (!). How can I resolve this problem?

Answer 1

Please understand that as forum moderators, we do not have the tools or sufficient access to make changes to user accounts, including logging in, resetting passwords, or modifying access rights. For your security, only Microsoft Support can assist with these requests. 

---

Hello @Ben Craig,

Thank you for your detailed explanation, and I’m really sorry to hear how much time and effort you’ve already spent trying to recover access to your admin account.

If you are the only admin, you will need to contact Microsoft’s Data Protection team. This team has the authority and the specific security procedures to verify your identity as the legitimate owner of the account and then reset your MFA settings from their end. 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    

I know you mentioned that you have already attempted calling without success, but I would kindly ask you to try once more using the tips below. These steps may help you bypass the automated loop and reach an agent who can escalate your case correctly.

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 you may initially interact with an automated system, so here is an example of how you can answer the prompts to reach the right team more quickly:  

• 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 call, you will be asked to provide information that verifies your identity and proves ownership of the tenant, such as your organization name, billing information, contact email, phone number, or other subscription‑related details.

---

If you still cannot reach the Data Protection Team after trying again, 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.    

Important notes:     

• This new trial tenant will not give you access to any of the data or settings in your original locked tenant. It is solely a temporary means to contact Microsoft support.    
• The resolution time might be longer as you are contacting support from a different tenant.    
• Remember to cancel the trial subscription for the new tenant once your issue with the original account is resolved to avoid any unintended charges.  

I hope the information provided helps guide you in the right direction. Although I’m unable to take direct action, I sincerely hope that the steps and recommendations I’ve shared can support you through the process.  

Warm regards, 

---

Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.

Answer 2

To break the circular Microsoft Authenticator requirement and regain access to the small‑business Microsoft 365 admin account, the account’s MFA registration must be reset by an administrator or by Microsoft’s Data Protection team.

Because the scenario is a business tenant with a single admin and no alternative MFA methods available, self-service recovery is not possible. The supported path is:

1. If there is any other admin on the tenant
   • Another global admin can reset the MFA registration:
     • Go to Microsoft Entra admin center (https://entra.microsoft.com).
     • Navigate to Users > All users.
     • Select the locked-out user account.
     • Open Authentication methods.
     • Select Require re-register multifactor authentication.
   • After this, sign in again with username and password; the sign-in will prompt to set up Microsoft Authenticator from scratch using a QR code.
2. If the locked account is an end user (not an admin)
   • Contact the organization’s Microsoft 365/Entra admin and ask them to perform the same Require re-register multifactor authentication action on the account.
3. If the locked account is the only admin on the tenant (your case)
   • Microsoft’s Data Protection team must verify identity and reset MFA from the service side. Forum moderators and normal support channels cannot directly change MFA for security reasons.
   • Use the regional Customer service phone numbers page and call the business support number. When navigating the IVR/agent, clearly state:
     • The issue is with Microsoft Authenticator / MFA.
     • The product is Office 365/Microsoft 365 for business.
     • The account is a company/organization account, not personal.
     • The caller is the only global administrator and is locked out due to a lost/changed phone and no working MFA methods.
     • A Data Protection team case is needed to reset MFA for the tenant admin.
   • In regions where the call is automated, use prompts similar to those described in the Q&A guidance:
     • Problem: “Authenticator”
     • Product: “Office 365 for business”
     • Account type: “For companies”
     • Are you an administrator?: “Yes”
     • Any other admins?: “No”
     • Need a service request?: “Yes – need Data Protection team to reset admin MFA.”
4. If calls keep dropping or routing incorrectly
   • Try calling at a different time of day or from a different line.
   • If the tenant was purchased via a partner/reseller, contact the partner’s support and ask them to open a Microsoft support ticket on behalf of the tenant specifically for admin locked out / MFA reset by Data Protection team.
   • As a fallback, some admins create a temporary trial tenant (separate from the real one), sign in to its admin center, and use that tenant to open a support ticket explaining that the real tenant’s only admin is locked out and needs Data Protection assistance. This does not give access to the original tenant’s data; it is only a channel to reach support.

Once Data Protection verifies identity and resets MFA, sign-in to the admin account will again allow configuring Microsoft Authenticator from scratch on the new phone, breaking the circular “Authenticator needs Authenticator” loop.

---

References:

• Microsoft authenticator sending me into a spiral - 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
• Requesting a Tenant Admin MFA Reset - Microsoft Q&A