Authenticator app does not work

Question

I can't sign into authenticator app. I try and it asks me to authorise using the authenticator app that I'm trying to sign into? What's going on?

Answer 1

This loop happens when Microsoft Authenticator is the only configured sign-in method and the app itself asks for approval from the same account that is not yet set up on the new device.

To break the loop:

1. Use an alternative sign-in method
   • If any other method is configured (SMS, email code, security key, backup authenticator, etc.), choose “Sign in another way” on the sign-in screen and use that method instead of Authenticator.
   • Once signed in, add or reconfigure Microsoft Authenticator as a new method and remove old/unused devices.
2. If no alternative method works
   • For work or school accounts, contact the organization’s IT admin/help desk and ask them to reset multifactor authentication (MFA) for the account in the Microsoft Entra admin center. After they reset MFA, sign in again and set up Authenticator from scratch.
   • If this is a business account where the locked-out user is the only admin, Microsoft’s Data Protection team must verify identity and restore access. This is done by opening a support case via the Microsoft support phone numbers or through another tenant, as described in the referenced guidance.
3. If sign-in fails repeatedly
   • Multiple failed attempts can trigger protections in Microsoft Entra multifactor authentication and temporarily block further attempts. In that case, wait and then try again, or use a different MFA method if available.

If none of the above is possible, direct support from IT or Microsoft support is required; forum moderators and general tools cannot override account security or reset MFA on the user’s behalf.

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References:

• Common problems with two-step verification for a work or school account
• Troubleshoot problems with Microsoft Authenticator
• Authentication did not complete
• 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