Login credentials .

Question

I’m trying to login into my job app that we use to clock in/out. It’s asking me to authenticate through Microsoft and every time I try. It tells me that my personal device is registered, but at this time you can’t login

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Moderator's note: Moved from Microsoft Security | Microsoft Authenticator

Answer 1

Dear @Yuhance Grant,

To ensure I understand your request correctly and to support you as effectively as possible, I need more specific information from you:

• Could you share a screenshot of the issue?
• Are you using a personal or business/ school account?

In the meantime, kindly try these steps:

Scenario 1: You are using a business/ school account

If you are an end-user: Please contact your IT Administrator for further assistance. How do I find my Microsoft 365 admin? - Microsoft Support

If you are a Global Administrator of your tenant:

Option 1: You may need to contact the Data Protection Team at the service phone number via this link: Customer service phone numbers - Microsoft Support.

The main objective is to go through the IVR (automated system) until you reach a live agent and emphasize this very important security factor. Please help me try this script below, this is a commonly used script for authentication issues to bypass IVR, but you can try to see if it helps get through the system. Please help me to speak loudly, only keywords, clearly and patiently waiting for the machine's response. First, when you call the hotline, they will ask you what kind of problem you are facing with.

Answer: Authenticator.
A: What products do you use?
B: Office 365 for business.
Verification: Education or corporate account?
B: For companies
A: Are you an administrator?
B: Yes.
A: Are there other administrators in your organization?
B: No.
A: I need one.... Service request?
B: Yes

During the call, you must provide information related to the subscription, such as your company name, billing history, phone number, and alternate email address. This information helps data protection teams verify identities and securely regain access to administrator accounts.

Option 2: Create a new tenant with trial subscription to access and submit a ticket in the Admin Center.

If you still can't get in touch with a real person for help, help me try the following:

Sign up for a free trial (new tenant with trial subscription) of Microsoft 365 at this link: Compare All Microsoft 365 Plans | Microsoft. The goal is to create a temporary tenant with a Global Administrator account so that you can sign in to the Microsoft Admin Center. Once connected, you can submit a support ticket directly to Microsoft. Please remember to cancel the trial subscription once your issue is resolved to avoid unwanted charges.

How to submit support ticket in Admin Center: Get support - Microsoft 365 Admin | Microsoft Learn

Once you contact the Data Protection team, you will be required to provide proof of ownership of the company. This allows them to verify their identity and help reassign the Global Administrator account.

Scenario 2: You are using a personal account

Go to Contact - Microsoft Support and sign in > In the box, type "MFA" > Get Help > Contact Support

In the pop-up panel, choose the options as the image below then press Confirm

Finally, click "Chat with a support agent in your web browser"

As a moderator, I do not have the tools to investigate your specific account directly, as this is a support forum between users. Moderators and collaborators, including external Microsoft employees, may not directly intervene in the functionality of Microsoft products or access internal systems. Our role is limited to providing technical guidance on reported problems, requests, or ideas. However, I will do my best to guide you as clearly as possible.

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Answer 2

The message indicates that the organization’s policy is blocking sign-in from the current (personal) device, even though it is registered. This is typically enforced through Microsoft Entra compliance or device access policies.

To proceed, follow these steps:

1. Try another sign-in method
   • If the sign-in screen offers “Try another way” or another MFA method (such as a different phone number, email, or Authenticator option), use that alternative method to complete sign-in.
   • If multiple attempts have already been made, wait before trying again, because repeated attempts can be blocked by Microsoft Entra multifactor authentication. If possible, use a different MFA method during the next attempt.
2. Make sure the device is compliant (work or school account)
   • Sign in to Windows using the work or school account (for example, ******@contoso.com) on the device that should be used for work.
   • Connect that device to the organization’s network (VPN or DirectAccess, if required by the employer).
   • Lock the device with Windows logo key+L, then unlock it with the same work or school account and try accessing the job app again.
3. Use the required browser/profile if prompted
   • If a “Try signing in another way” or similar message appears, and it mentions using Microsoft Edge, switch to the Edge browser and sign in with the work or school account profile as required by the organization’s policy.
4. Contact the employer’s IT/help desk
   • If the device still shows as “not compliant” or “you can’t login at this time,” the organization’s IT admin must review and adjust the access or device compliance policy.
   • Ask IT to check Microsoft Entra sign-in logs and device compliance status for the account and device, and to confirm whether personal devices are allowed for that job app.

If the issue is related to multiple failed sign-in attempts or MFA configuration, IT may also need to reset MFA settings or provide an alternate verification method.

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References:

• Common problems with two-step verification for a work or school account
• Troubleshooting compliance error messages for a work or school account