Authenticator app asks for code on the same app

Question

I got a new phone and my authenticator app doesn't work anymore, when i try to log in to powerpoint for example they switch me to authenticator app and there ask me to write a code that i'm supposed to get one the same app.

Answer 1

This happens because the old phone was the only device registered for Microsoft Authenticator, and the new phone is not yet set up as a valid sign-in method. The sign-in flow is looping: it asks for a code/approval from Authenticator, but Authenticator on the new phone has no account configured yet.

Use one of these paths, depending on what is available for the account.

1. Try an alternative verification method

• On the sign-in screen where Authenticator is requested, choose I can’t use my Microsoft Authenticator app or Sign in another way (wording may vary).
• If SMS, phone call, or email is listed, select one of those and complete sign-in.
• After signing in successfully, go to the security info page for the account and add the new phone/Auth­enticator as a method:
  • For work/school accounts: follow the wizard described in Set up Security info from a sign-in page to add Microsoft Authenticator and/or Phone as a method.
  • For personal Microsoft accounts: use the Security tab at https://account.microsoft.com/security → Manage how I sign in → Add a new way to sign in or verify → Use an app, then scan the QR code with Authenticator on the new phone.

2. If the account is a work or school (Microsoft 365/Entra ID) account and there is an admin

• Ask the organization’s Microsoft 365/Entra administrator to reset MFA for the account:
  • In Microsoft Entra admin center (https://entra.microsoft.com) → Users → All users → select the user → Authentication methods → choose Require re-register multifactor authentication.
• After this reset, sign in again; the system will prompt to set up Authenticator from scratch on the new phone using a QR code.

3. If this is a business account and the locked user is the only admin

• When no other admin can reset MFA and no alternative method works, Microsoft’s Data Protection team must reset MFA:
  • Call Microsoft Support using the regional Customer service phone numbers - Microsoft Support page.
  • When prompted, clearly state that this is an Office 365 for business/company account, that the caller is the only administrator, and that MFA reset is needed because of a lost/changed phone and Authenticator loop.
  • Ask support to open a ticket with the Data Protection team to reset MFA.

4. If this is a personal Microsoft account and no alternative method works

• Use the account recovery options presented on the sign-in/security pages (email/SMS verification, recovery form). If those fail, contact Microsoft consumer support using the regional phone numbers and request help with account recovery/MFA reset.

Once access is restored by any of the methods above, immediately:

• Add Microsoft Authenticator on the new phone as a sign-in/verification method.
• Add at least one backup method (SMS, phone call, or another app) so a future phone change does not cause the same loop.

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References:

• Authentication methods in Microsoft Entra ID - Microsoft Authenticator app
• Set up Security info from a sign-in page
• Use a screen reader to set up and troubleshoot multifactor authentication
• How to add your accounts to Microsoft Authenticator
• 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