How to fix Microsoft Authenticator on my iphone - requires a code to login into authenticator to get a code... ???

Question

Today when trying to access Microsoft 365 resources in the ADMIN panel, (e.g. Microsoft Entra) I am prompted to enter a code from Authenticator. So I go to the Authenticator app on my iphone and login, but am met with the identical screen asking for a code from the Authenticator app on my phone. Well I cannot get a code from Authenticator to login to Authenticator. This does not make sense. What is the fix for this? Please help!

Answer 1

Hi @Charlie Harrison,

From your description, it appears you’re encountering a circular authentication issue with Microsoft Authenticator, where the app is requiring a verification code to access itself. This usually happens when the Authenticator app is configured as the only available MFA method, and the device or app session is no longer recognized (for example, after app reset, device change, or account reconfiguration).

Since this is a user-to-user support forum, I don’t have the ability to reset or bypass multi-factor authentication directly. However, here is the recommended path forward:

1/ If there is another Global Admin or Privileged Admin in your tenant, please ask them to:

• Reset your MFA methods in Microsoft Entra admin center
• Or temporarily disable MFA for your account so you can re-register the Microsoft Authenticator app

2/ If you are the only administrator in your organization, you will need to contact the Microsoft Data Protection team for further assistance. Please locate the appropriate support phone number for your country or region and contact Microsoft Support so the frontline team can raise a service request on your behalf: 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

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.

3/ If you are unable to reach support via the phone numbers, 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.

Answer 2

The sign-in loop happens because the only verification method configured is Microsoft Authenticator, and that same method is now required to sign in to Authenticator itself. The fix is to have the account’s MFA methods reset by an administrator or by Microsoft support so a fresh Authenticator registration (or alternate method) can be set up.

Use the path that matches the role in the tenant:

1. If this is a work/school (Entra ID / Microsoft 365) account and there is another admin
   • Ask a Global Admin in the tenant to reset the MFA registration:
     1. Go to Microsoft Entra admin center (https://entra.microsoft.com).
     2. Navigate to Users → All users.
     3. Select the affected user.
     4. Open Authentication methods.
     5. Select Require re-register multifactor authentication.
   • After this, sign in again. The portal will prompt to set up Authenticator from scratch (scan QR code) and/or add additional methods (phone, SMS, etc.) so this loop cannot happen again.
2. If this is a work/school account and there is no other admin (you are the only Global Admin)
   • Recovery must be done by Microsoft’s Data Protection team via support:
     1. Call the regional number listed under Customer service phone numbers - Microsoft Support.
     2. When prompted by the IVR, clearly indicate:
        • The problem is with Authenticator / MFA.
        • The product is Office 365 for business / Microsoft 365 for business.
        • The account is a company account.
        • You are the only administrator and are locked out due to Authenticator.
        • You need a service request and to be routed to the Data Protection team to reset MFA for the tenant admin account.
   • The Data Protection team will verify identity and reset the MFA methods so a new Authenticator registration can be completed.
3. If this is a personal Microsoft account (Outlook.com, Hotmail, etc.)
   • Use the account recovery and password reset flows and any alternate methods already configured (SMS, email, etc.). If no alternate methods exist and Authenticator is the only factor, recovery must be handled by Microsoft support/Data Protection using the same phone route above.
4. After access is restored
   • Reconfigure Microsoft Authenticator on the iPhone using the new QR code or sign-in approval.
   • Add at least one backup MFA method (phone call, SMS, alternate email, or a second device) so that if the Authenticator app is unavailable, sign-in is still possible.

If repeated sign-in attempts have been made while testing, Microsoft Entra MFA may temporarily block further attempts; waiting and then using the newly reset method avoids this.

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References:

• Microsoft authenticator sending me into a spiral - Microsoft Q&A
• Microsoft Authenticator app doesn't show 6-digit OTP code - Microsoft Q&A
• I need to reset my mfa methods - Microsoft Q&A
• Requesting a Tenant Admin MFA Reset - Microsoft Q&A
• Common problems with two-step verification for a work or school account
• Troubleshoot problems with Microsoft Authenticator
• Authenticator Did Not Complete Login