Authenticator Loop

Question

Hello Microsoft Support,

I am unable to access my business email account, [Moderator note: Personal information removed]@runwayfare.com.

When I try to sign in, Microsoft asks me to enter the number from the Microsoft Authenticator app. However, I recently changed to a new phone, and when I open the Authenticator app on my new phone, it does not display any number or approval request for this account.

Because of this, I am completely locked out of the account. The only verification method available is the Authenticator app, which is not working or linked correctly on my new device.

Could you please assist me with recovering access to the account or resetting the authentication method?

Thank you.

Answer 1

Hello @Jasmine Rath,

Thank you for reaching out and for providing the account details.

Based on my checking, the account you provided appears to be managed through GoDaddy. Could you please confirm if this is correct?

• If the account is indeed managed via GoDaddy, I recommend contacting GoDaddy Support directly, as they will have the appropriate access and tools to assist you with this issue. To contact GoDaddy Support, you can refer to GoDaddy Help Center - Contact Us (Note: This link is shared by community members for your convenience. It points to a third-party site that is not managed or verified by Microsoft. We can’t guarantee the quality, safety, or suitability of any content or software found there. Please review carefully and make sure you understand any potential risks before using it.)
• If this is not the case, please let me know, and I’ll be happy to assist you further.

Thank you for your cooperation, and I look forward to your confirmation.

Best regards,

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Answer 2

Thank you could you please give me a contact for support? Its for a business account and im the only administrator

Answer 3

To recover access when locked in an Authenticator loop after changing phones, the path depends on whether this is a work/school (business) account and whether there are other admins.

For a business/work account where the only MFA method is Microsoft Authenticator and the device was changed, the normal self-service options will not work. In this case, MFA must be reset by an administrator or by Microsoft support:

1. If there is another administrator in the tenant
   • Ask that admin to sign in to the Microsoft Entra admin center (https://entra.microsoft.com).
   • Go to Users → All users → select the locked-out user.
   • Open Authentication methods and choose Require re-register multifactor authentication.
   • After this reset, sign in again; the account will be prompted to set up Microsoft Authenticator (or another MFA method) from scratch on the new phone.
2. If this account is an end user (not an admin)
   • Contact the organization’s IT help desk or Microsoft 365 administrator and ask them to reset MFA for the account using the steps above.
3. If this account is the only global admin on the tenant
   • This is a tenant lockout scenario; only Microsoft’s Data Protection team can restore access.
   • Call Microsoft support using the regional Customer service phone numbers and ask the frontline agent to open a ticket to the Data Protection team for an admin MFA reset on the tenant.
   • When navigating the phone system (IVR), clearly state:
     • The problem is with Authenticator / MFA.
     • The product is Office 365 for business / Microsoft 365 for business.
     • It is a company account.
     • This account is the only administrator and is locked out.
     • A service request is needed for MFA reset / tenant admin recovery.
4. If support is hard to reach by phone
   • Create a temporary trial Microsoft 365 tenant:
     • Sign up for a Microsoft 365 trial plan and complete tenant creation.
   • In the new tenant, go to the Microsoft 365 Admin Center → Help & support and open a support ticket.
   • In the ticket, explain that access is needed to a different existing tenant where this account is the only admin and is locked out due to Authenticator, and request escalation to the Data Protection team.
   • After the original tenant issue is resolved, cancel the trial subscription to avoid charges.

Once Data Protection or another admin resets MFA, sign in again and re-register Microsoft Authenticator on the new phone when prompted. If possible, add at least one backup method (SMS, alternate phone, or security key) to avoid future lockouts.

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References:

• Troubleshoot problems with Microsoft Authenticator
• Common problems with two-step verification for a work or school account
• I cant log in to my business account because it is requiring Authenticator app which I do not have - 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
• Microsoft authenticator sending me into a spiral - Microsoft Q&A
• Severity A Situation - Locked out of global admin account (MFA) - business down - Microsoft Q&A
• Requesting a Tenant Admin MFA Reset - Microsoft Q&A