I cannot authenticate login

Question

I cannot authenticate login attempts for a school account. Since I need to use a Microsoft Authenticator app, but to use the app I need to authenticate it, making this an endless impossible loop.

Answer 1

Good day @Jack VanDeList and I’m sorry to hear about the difficulties you’re experiencing. 

To better assist you, could you please clarify a few details?

• First, have you previously set up the Microsoft Authenticator app for this account, or is this your first time attempting to sign in?
• Additionally, if you have used it before, are you still using the same device on which the app was originally registered, or have you recently switched to a new one?

Furthermore, when your school enforces multi-factor authentication (MFA) and restricts verification to the Microsoft Authenticator app, alternative methods, such as SMS, email, or phone calls, will not appear unless they have been enabled by your administrator. As a result, this is most likely why you are being prompted to use the Authenticator app exclusively.

If you have not yet installed the app, you can follow this official guide to get started: How to add your accounts to Microsoft Authenticator - Microsoft Support 

Similarly, you may refer to the following article for step-by-step instructions on signing in using the app:  Sign in using Microsoft Authenticator - Microsoft Support   .

 

On the other hand, if you are no longer receiving verification codes or push notifications from the Microsoft Authenticator app, the next appropriate step would be to contact your school’s Microsoft 365 administrator. In most cases, you should ask them to revoke your existing MFA sessions and require a re-registration by following this guide:

Manage authentication methods for Microsoft Entra multifactor authentication - Microsoft Entra ID |… 

This process typically takes only a few minutes. Once it is completed, all existing sign-in sessions will be cleared. Consequently, the next time you sign in, you will be prompted to set up Microsoft Authenticator again from scratch, and verification codes should be delivered normally. Additionally, you may wish to request that your administrator enable an alternative authentication method, such as SMS or email, to help ensure continued access in the future.

 

If you are unsure who your Microsoft 365 administrator is, you can refer to this article to identify the correct contact at your school: How do I find my Microsoft 365 admin? - Microsoft Support 

Finally, please note that this is a user-to-user support forum; therefore, I do not have access to administrative tools or permissions to reset or modify MFA settings on your account. Because your account is managed by your school, only an authorized Microsoft 365 administrator at your institution can make these changes.

I hope this information helps point you in the right direction and allows you to regain access to your account as quickly as possible. 

Thank you for your kindness and contributions to the forum.  

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Answer 2

For a school (work/school) account stuck in an Authenticator loop, the resolution depends on whether there is another sign-in method and whether an IT admin is available.

1. Try another verification method

• On the sign-in page, after entering the school email and password, select Other ways to sign in (or similar) if available.
• Choose an alternative method such as SMS, email code, or security key if any were previously configured.
• Once signed in, go to the My Account / Security area and review or change the two-step verification methods so that at least one method is usable without the current phone.

2. Check for common Authenticator issues If a prompt appears but cannot be completed:

• Ensure the Microsoft Authenticator app is updated to the latest version.
• Confirm the device has internet connectivity; if needed, switch between Wi‑Fi and mobile data.
• Make sure notifications are enabled for Authenticator and that the app is unlocked.
• Verify the device’s date and time settings are correct. If an “Authentication did not complete” message appears, these are the documented causes and checks.

3. If the phone was changed, lost, or Authenticator cannot be used at all

• Use a different sign-in method if one exists (SMS, email, etc.).
• If no alternative method works and the account is a school account, the only way forward is through the organization’s IT/admin:
  • Contact the school’s Help desk or IT administrator.
  • Ask them to clear or reset the multifactor authentication settings for the account in Microsoft Entra ID so that MFA registration can be done again on the new device.
  • After they reset MFA, the next sign-in will prompt to set up Microsoft Authenticator again using a QR code.

4. If repeated attempts are blocked

• If many failed sign-ins were attempted, Microsoft Entra MFA may temporarily block further attempts. Wait and then try again, or use a different MFA method if available.
• If suspicious activity is suspected (codes or prompts not requested), inform the school’s IT admin so they can review sign-in logs.

If there is no alternative sign-in method and no access to an IT/admin contact, the loop cannot be broken by configuration alone; the school’s administrator must reset the MFA registration for the account.

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References:

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