Can’t get code

Question

I am in this crazy loop. I try to login to Outlook and it asks for a code in my Authenticator App but then I do not get a code?

Answer 1

The loop happens because Outlook is asking for a code from Microsoft Authenticator, but the app is not providing one (or the verification flow is stuck). Use these steps to break the loop and regain access:

1. Confirm where the code should come from

• If Outlook is asking for a code from Microsoft Authenticator, open the Authenticator app and tap the account you are using to sign in.
• Look for a line like “One-time password code” and use that 6‑digit code if it appears.
• If no OTP is shown and only a list of accounts appears, the app may not be correctly registered for that account.

2. Try a different verification method

• On the Outlook/Microsoft sign-in screen where it asks for the Authenticator code, look for options such as “Use a different verification option”, “I don’t have my code”, or “I don’t have any of these”.
• Choose another method already configured on the account (SMS, alternate email, etc.) to complete sign-in.

3. Check for known issues and retry

• There was a known issue where Authenticator login flows that sent a code to an @outlook.com address did not deliver the email. This behavior has been fixed; retrying the sign-in now may present the updated flow where a recovery email is used and a 6‑digit code is successfully delivered.
• When prompted, enter the recovery email address and use the 6‑digit code sent there to sign in to the Authenticator app and complete setup.

4. If Authenticator still doesn’t show a code

• If the account in Authenticator does not display a “One-time password code” line at all, the MFA registration may need to be reset by Microsoft support.
• Contact Microsoft support via the regional Customer service phone numbers and ask to create a ticket with the Data Protection team to reset the MFA/Authenticator registration for the account.
  • Clearly state that:
    • The account is locked in a loop asking for Authenticator code.
    • Authenticator does not show a 6‑digit OTP for that account.
    • You cannot access the admin or security pages because of this.

5. Avoid repeated failed attempts

• Repeated sign-in attempts and code requests can trigger temporary security blocks where verification codes are not sent. If many attempts have already been made, wait and then try again after some time with the steps above.

If none of these options work and there is no other admin who can reset MFA for the account, the Data Protection team path is required to regain access.

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References:

• Microsoft Authenticator app doesn't show 6-digit OTP code - Microsoft Q&A
• Authenticator app not sending code to my email - Microsoft Q&A
• Troubleshoot Microsoft verification code issues
• Common problems with two-step verification for a work or school account
• Need more help?