Issue with Authenticator app

Question

I use the authenticator like most do for additional protection on most some of my work/school related apps and logins. Recently I’ve been unable to log into my school account which is connected to the authenticator app. It asks for me to log into my school account again due to being logged out, but I am unable to log into my school account due to not having access to the authenticator. So I’ve just been going in a circle needing to log in on one to log into the other and vise versa. There just doesn’t seem to be a solution.

Answer 1

Hi Light_lilies_

I understand how frustrating it can be when you get stuck in a sign-in loop with the Microsoft Authenticator app, where you are unable to access your school account because the app keeps asking you to sign in again. 

In this situation, since the account is managed by your school or organization, the best option would be to contact your school IT administrator and ask them follow this article to reset MFA for you: Manage authentication methods for Microsoft Entra multifactor authentication - Microsoft Entra ID |…. After that, you should be able to register your phone again from scratch.

For security and management reasons, only your organization’s IT administrators can manage access and MFA settings for work or school accounts. Microsoft Support cannot directly reset MFA for accounts that are managed by an organization.  

Once you regain access, it's a good idea to set up an additional sign-in method if your school allows it (such as phone or email), so you’ll have a backup option in case something like this happens again.   

Please let me know if you have any updates.   

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Answer 2

The account is locked in a loop because the only verification method is Microsoft Authenticator on a device that is no longer accessible. This must be broken by using an alternate MFA method or having an admin reset MFA for the account.

Use these options in order:

1. Try another verification method (if configured)

• On the school sign-in prompt, look for options like:
  • “Use a different verification option”
  • SMS/phone call
  • Email code
• If any of these work, sign in and immediately add additional authentication methods (for example, another phone number, email, or security key) so the account is not dependent on a single Authenticator instance.

2. If sign-in is blocked after multiple attempts

• Microsoft Entra multifactor authentication can temporarily block sign-in after repeated attempts.
• Wait and try again later, or use a different MFA method if one exists.
• If suspicious activity is suspected, contact the school’s IT administrator and ask them to review Microsoft Entra sign-in logs and MFA configuration for the account.

3. If no alternate method works and only Authenticator is configured

• This is an admin-side recovery problem; it cannot be fixed from the app alone.
• Contact the school’s IT/Help desk and request an MFA reset for the school account.
  • The admin should go to Microsoft Entra admin center → Users → All users → select the user → Authentication methods → “Require re-register multifactor authentication.”
  • After this reset, sign in again; the system will prompt to set up Authenticator and/or other MFA methods from scratch.

4. If the school account is also the only admin on its tenant

• The school’s designated tenant admin (or whoever manages the tenant) may need to contact Microsoft Support/Data Protection team via the official customer service phone numbers to have MFA reset if they themselves are locked out.

Until an admin resets MFA or an alternate method is used, the loop between Authenticator and the school account cannot be broken.

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References:

• Common problems with two-step verification for a work or school account
• Troubleshoot problems with Microsoft Authenticator
• 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
• Reset Personal Azure MFA - Microsoft Q&A
• Microsoft Authenticator app doesn't show 6-digit OTP code - Microsoft Q&A
• Requesting a Tenant Admin MFA Reset - Microsoft Q&A